Hospitality
Nairobi, Kenya
Posted 7 months ago

Weston Hotel

WESTON HOTEL: Hospitality at its Finest

Hey you. Yes, you. We are in the market for a superstar Guest Relations Officer!

YOUR ROLE

As a Guest Relations Officer at Weston Hotel, you will play a pivotal role in ensuring flawless, upscale, professional, and high-class guest service experiences. Your responsibilities will include:

1. Providing Exceptional Guest Service: Ensure every guest receives impeccable service from arrival to departure.

2. Handling Guest Inquiries and Feedback: Address guest inquiries and complaints promptly and efficiently. Analyze customer feedback to continually improve our services.

3. Warm Welcomes and Farewells: Welcome arriving guests warmly, escort them to their rooms, and bid them farewell upon departure.

4. Arrival List Management: Review the arrival list daily, prepare welcome amenities, and assist in their distribution.

5. Promoting Hotel Facilities: Act as an ambassador for the hotel by promoting our facilities and offering assistance with directions to surrounding areas.

6. Facility Tours: Conduct tours for potential guests interested in exploring our available facilities, including rooms, boardrooms, and the gym.

DESIRABLES

To excel in this role, candidates should possess:

1. Relevant Experience: Minimum of 3 years’ experience as a Receptionist or 2 years as a Guest Relations Officer/Customer Service Representative in the hospitality industry.

2. Education: Certificate, Diploma, or Degree in Hospitality Management or Front Office Operations.

3. Technical Skills: Proficiency in Opera Property Management Systems and general computer skills.

4. Key Attributes: Demonstrated integrity, critical thinking, effective communication, problem-solving, decision-making, and systems analysis skills. Must exhibit a welcoming demeanor and thrive as a team player.

5. Flexibility: Availability to work various shifts, including evenings, weekends, and holidays.

HOW TO APPLY

Qualified candidates are invited to submit their applications via email to recruitment@westonhotel.com by Monday, 25th March 2024. Please ensure all communication is conducted in English.

JOIN US:

WHATSAPP GROUPS

GRP 3: CLICK HERE TO JOIN
GRP 2: CLICK HERE TO JOIN

TELEGRAM CHANNEL

CLICK HERE TO JOIN

Expert Tips To Be A Successful Applicant for Guest Relations Officer:

Highlight Relevant Experience: Showcase your experience in hospitality or customer service roles, emphasizing your ability to provide exceptional guest experiences.
Demonstrate Communication Skills: In your application, demonstrate clear and concise communication skills, reflecting the importance of effective communication in guest relations.
Showcase Problem-Solving Abilities: Provide examples of situations where you successfully resolved guest inquiries or complaints, showcasing your problem-solving skills.
Emphasize Flexibility: Highlight your flexibility in scheduling, demonstrating your readiness to work various shifts as required in the hospitality industry.
Research the Hotel: Familiarize yourself with Weston Hotel and its facilities, showing genuine interest in the role and the organization.
Professional Presentation: Ensure your application materials, including your resume and cover letter, are professionally formatted and error-free.
Highlight Teamwork: Emphasize your ability to work collaboratively with colleagues to deliver outstanding guest experiences.
Customer Focus: Showcase your commitment to customer satisfaction and exceeding guest expectations in every interaction.
Attention to Detail: Highlight your attention to detail, essential for ensuring all guest needs are met efficiently and effectively.
Express Enthusiasm: Convey your enthusiasm for the role and the opportunity to contribute to Weston Hotel’s reputation for exceptional hospitality.

SAMPLE COVER LETTER FOR A GUEST RELATIONS OFFICER

[Your Name]

[Your Address]

[City, State, Zip Code]

[Your Email Address]

[Your Phone Number]

[Date]

[Hiring Manager’s Name]

Weston Hotel

[Hotel Address]

[City, State, Zip Code]

Dear [Hiring Manager’s Name],

I am writing to express my interest in the Guest Relations Officer position at Weston Hotel, as advertised. With [X years] of experience in [relevant industry or role], I am confident in my ability to contribute to your team and uphold Weston Hotel’s reputation for exceptional hospitality.

In my previous roles, I have consistently provided outstanding guest service, resolving inquiries and complaints with professionalism and efficiency. My attention to detail and strong communication skills have enabled me to create memorable experiences for guests, resulting in positive feedback and repeat business.

I am impressed by Weston Hotel’s commitment to excellence and would be honored to be a part of your team. I am particularly drawn to the opportunity to showcase my [specific skill or attribute] and contribute to the success of your renowned establishment.

Thank you for considering my application. I look forward to the opportunity to discuss how my skills and experience align with the needs of Weston Hotel. Please find my resume attached for your review.

Sincerely,

[Your Name]

Frequently Asked Questions

What are the typical responsibilities of a Guest Relations Officer?
A Guest Relations Officer is responsible for providing exceptional guest service, handling inquiries and complaints, promoting hotel facilities, and ensuring guest satisfaction throughout their stay.
What qualifications are required for the Guest Relations Officer role at Weston Hotel?
Candidates should have a minimum of 3 years’ experience in hospitality or customer service roles, along with relevant education in Hospitality Management or Front Office Operations. Proficiency in Opera Property Management Systems and flexibility in scheduling are also desirable.
How can I apply for the Guest Relations Officer position at Weston Hotel?
Interested candidates can submit their applications via email to recruitment@westonhotel.com by the specified deadline, ensuring all communication is conducted in English.
What sets Weston Hotel apart from other hospitality establishments?
Weston Hotel is renowned for its commitment to providing flawless, upscale guest experiences. Our dedicated team, luxurious facilities, and personalized service set us apart as a leader in the hospitality industry.
Is there room for growth and advancement within Weston Hotel?
Yes, Weston Hotel is committed to fostering the professional development of its employees. Opportunities for growth and advancement are available for those who demonstrate dedication and excellence in their roles.
What is the work culture like at Weston Hotel?
Weston Hotel fosters a collaborative and inclusive work culture, where teamwork and excellence are celebrated. We prioritize employee satisfaction and well-being, ensuring a positive and supportive environment for all team members.
Does Weston Hotel offer any employee benefits or perks?
Yes, Weston Hotel offers a range of employee benefits, including competitive compensation, opportunities for professional development, and discounts on hotel stays and amenities.
What training and support are provided to new employees at Weston Hotel?
New employees at Weston Hotel undergo comprehensive training to familiarize themselves with hotel policies, procedures, and service standards. Ongoing support and mentorship are provided to ensure success in their roles.
How does Weston Hotel prioritize guest satisfaction?
At Weston Hotel, guest satisfaction is our top priority. We strive to exceed guest expectations at every opportunity, anticipating their needs and delivering personalized service to ensure a memorable stay.
Is Weston Hotel an equal opportunity employer?
Yes, Weston Hotel is committed to diversity and inclusion in the workplace. We welcome applicants from all backgrounds and do not discriminate on the basis of race, gender, religion, or any other characteristic.

Possible Guest Relations Officer Interview Questions With Answers

Can you describe a time when you went above and beyond to ensure guest satisfaction? Example Answer: In my previous role as a Guest Relations Officer, a guest expressed dissatisfaction with the initial room assignment due to noise from nearby construction. I immediately apologized for the inconvenience and offered to upgrade the guest to a quieter room with a complimentary meal at our restaurant. The guest was delighted with the gesture and left a glowing review praising our responsiveness and commitment to guest comfort.

How do you handle challenging situations or difficult guests?
Example Answer: When faced with challenging situations or difficult guests, I remain calm and composed, actively listening to their concerns. I empathize with their perspective and strive to find a mutually satisfactory solution. By maintaining a positive attitude and demonstrating empathy, I can often diffuse tense situations and leave guests feeling valued and respected.
Can you provide an example of a time when you had to multitask effectively in a fast-paced environment?
Example Answer: In my previous role, I encountered numerous instances where I had to multitask effectively in a fast-paced environment. One particular busy evening, I was simultaneously handling check-ins, addressing guest inquiries over the phone, and coordinating room service orders. By prioritizing tasks and staying organized, I was able to manage the workload efficiently without compromising on service quality.
How do you ensure accuracy when handling guest reservations and requests?
Example Answer: Accuracy is paramount when handling guest reservations and requests. I meticulously double-check all details provided by guests to ensure accuracy and prevent any errors. Additionally, I maintain detailed records of guest preferences and special requests to ensure they are fulfilled seamlessly during their stay.
How do you stay updated on hotel policies, procedures, and local attractions?
Example Answer: I make it a priority to stay updated on hotel policies, procedures, and local attractions by regularly attending staff meetings, training sessions, and informational sessions provided by the hotel. I also take the initiative to research local attractions and amenities to provide guests with accurate information and recommendations tailored to their preferences.
Can you describe a time when you had to resolve a guest complaint to their satisfaction?
Example Answer: One memorable instance involved a guest who experienced issues with the air conditioning in their room. Despite our best efforts to resolve the issue promptly, the guest remained dissatisfied. I listened attentively to their concerns, offered a sincere apology, and arranged for a complimentary upgrade to a suite with a fully functioning air conditioning system. The guest was appreciative of the gesture and left the hotel satisfied with their experience.
How do you prioritize tasks during a busy shift to ensure optimal guest service?
Example Answer: During busy shifts, I prioritize tasks based on urgency and importance to ensure optimal guest service. I focus on addressing immediate guest needs, such as check-ins, inquiries, and requests, while also allocating time for essential administrative tasks, such as updating guest records and preparing welcome amenities. By maintaining a flexible approach and adapting to changing priorities, I can effectively manage my workload while delivering exceptional service to guests.
How do you handle confidential guest information in accordance with privacy regulations?
Example Answer: I handle confidential guest information with the utmost discretion and adhere strictly to privacy regulations. I ensure that all guest data is stored securely and accessed only by authorized personnel for legitimate business purposes. Additionally, I maintain confidentiality when discussing guest matters, both in person and over electronic communication channels, to protect their privacy and uphold the hotel’s reputation for trustworthiness.
Can you describe a time when you successfully upsold hotel amenities or services to a guest?
Example Answer: In a recent interaction with a guest celebrating a special occasion, I took the opportunity to upsell our premium spa package, highlighting its luxurious features and benefits. The guest was initially hesitant but ultimately decided to indulge in the experience, appreciating the personalized recommendation and attention to detail. The upsell not only enhanced the guest’s stay but also contributed to increased revenue for the hotel.
How do you contribute to creating a positive work environment and fostering teamwork among colleagues?
Example Answer: I contribute to creating a positive work environment by maintaining a positive attitude, demonstrating respect for my colleagues, and offering support and encouragement whenever needed. I actively collaborate with team members, sharing insights and best practices to enhance our collective performance and achieve our shared goals. By fostering a spirit of camaraderie and cooperation, I help create a workplace where everyone feels valued, motivated, and empowered to excel.

Rough Salary Range Estimate:

The salary range for the Guest Relations Officer position at Weston Hotel is estimated to be between $30,000 and $45,000 annually, depending on qualifications and experience.

Best wishes on your application, and remember, Weston Hotel is committed to attracting and retaining the best employees from all races and backgrounds in our continued effort to become a better development partner. We are an equal employer and do not charge any application or recruitment fees, whether refundable or not.