Guest Relations Officer at World Vision Kenya

Key Responsibilities:

Guests relations and coordination 80%

• Promote strategic and cordial communication and relationships with approved visitors in relation to itinerary, travel requirements, bookings
• Ensure there is an approved protocol for visitor management and is communicated across all relevant departments.
• Handle issues regarding issuance of Visa invitation letters to all international visitors in collaboration with government protocol department
• Coordinate implementation of visitor management protocol from -pre-arrival information, briefing to visit conclusion
• Coordinate with hosting departments to ensure harmonized communication to ensure successful visits.
• Coordinate with security department and child safeguarding for briefings, support and adherence to the same
• Develop itineraries, task schedules and master calendar for all key activities to be carried out by WV Kenya visitors.
• Ensure timely, courteous and accurate response to enquiries from guests.
• Plan, manage and coordinate logistical needs for all approved visitors in conjunction with administration and WV Kenya hosts.
• Ensure timely airport pick up and accommodation for approved guests as per schedule.
• Compile and update welcome information package for guests annually.
• Ensure feedback by guests are received, filed and used to improve guest relations experience and support.
• Ensure all guests comply with WV Kenya guest relation’s guidelines, policies and procedures.
• Ensure all WV guests sign an acknowledgement that they know, understand and will follow World Vision Kenya’s Safeguarding Policy and keep signed agreements on file.
• Coordinate with administration for visitor vehicle facilitation and where necessary facilitate the visitors directly

End results expected

• Healthy relationship with World Vision built and retained for the improved well-being of children.
• Visitor purpose and satisfaction achieved to meet ministry priorities and mutual transformation to achieve child well-being.
• WV Kenya’s reputation is maintained protected and enhanced.
• Effective, efficient compliant coordination of visits as planned
• Compliance with WV Kenya visitor standards achieved

Reporting and visit Experience Improvement 15%

• Ensure that feedback from guests is received, filed and used to improve guest relation’s support.
• Compile monthly reports of anticipated and actual approved visits, and share with SLT for planning purposes
• Facilitate and file duly signed protocol documents (eg. Child and Adult Safeguarding protocols, Security Acknowledgment, Evidence of Informed Consent for photos and videos and Trip Evaluation/Satisfaction forms).
• Work closely with Liaison Officers to ensure effective and efficient maintenance and use of vehicles as per WVK motor vehicle policy
• Ensure timely submission of approved vehicle report and consolidate monthly fuel receipts to Fleet Manager

End results expected

• Accurate timely and credible reports
• Timely follow up on feedback received from guests.
• Effective and efficient maintenance of Guest Relations and Communications vehicles as per policy
• All Reports filed

Others

• Any other duties as assigned by the Supervisor or his or her designee

Knowledge, Skills and Qualification for the role

• Bachelor’s degree in Public Relations, Hospitality, Communications, Social Sciences, Community Development or related field from an accredited institution.
• At least 3 years of experience with non-government organization or busy guest relations/ hospitality office preferred.
• Excellent communication and public relations skills
• Demonstrate awareness of Occupational Health & Safety policies and procedures including Basic First Aid training
• Valid and clean driving license with class A, B, C and E.
• Three years’ experience in driving class A (Motor omni bus), B, C and E vehicles.
• Ability to work effectively with guests and colleagues from different viewpoints, cultures and countries
• Must possess professionalism with impeccable grooming and presentation
• Excellent organizational skills with a high level of responsibility and commitment
• Ability to work well under pressure in a fast-paced environment.
• Willing to work flexible schedule with changing shifts including Weekends and Holidays
• Must be a committed Christian, able to stand above denominational diversities.
• Demonstrate awareness of Occupational Health & Safety policies and procedures including Basic First Aid training