Reservations & Guest Relations Officer at Christian Health Association of Kenya (CHAK)

Job Summary
Responsible for ensuring a warm, personal, and unforgettable stay for all guests, Responsible for managing guest reservations correspondence, internal reservations communication and overseeing guest stay to ensure a positive guest experience

Key Responsibilities

Reservations

• Manage the Booking Process: Handle all reservation enquiries with speed and professionalism via phone, email, social media, and online travel agencies (OTAs).
• Maintain Inventory: Update room availability, to maximize occupancy and revenue.
• Maximize Revenue: Promote guest house packages and book additional services such as airport transfers.
• Pre-Arrival Communication – Send booking confirmations, pre-arrival messages to welcome guests, confirm details, and gather any special requests (e.g., dietary needs, late arrival times).
• Coordinate Internally: Ensure accurate communication of daily bookings to the F&B Team and the Housekeeping team – ensuring all guest requests are clearly communicated.

Guest Relations

• Manage group arrivals – Ensure guest arrivals are well planned, accommodation and meeting room allocations done accurately and meeting groups well received and settled.
• Personalize the Experience: Be the primary point of contact throughout the stay. Anticipate guest needs, and offer thoughtful, personalized touches to make their stay special.
• Be the Local Expert: Provide knowledgeable, enthusiastic recommendations for local attractions and activities. Assist with making reservations, booking taxis, or planning their day.
• Resolve Issues Gracefully: Handle any guest queries, concerns, or complaints with empathy, patience, and immediate action, ensuring a satisfactory resolution and maintaining the guest house’s reputation.
• Manage Departures: Conduct a smooth and friendly check-out and liaise with reception to solicit feedback.
• Undertake Sales & Marketing duties as maybe assigned from time to time.

Academic Qualifications

• Minimum Diploma in Hotel & Catering Management, Hospitality, Tourism, Business Administration, or a related field.
• A bachelor’s degree in hospitality, Tourism, or Business Administration will be an added advantage.
• Experience in hotel reservations, front office operations, or guest relations.

Competencies

• Minimum of 2–3 years’ experience in hotel reservations, front office operations, or guest relations.
• Excellent customer service and interpersonal skills.
• Strong communication skills
• Organizational skills, attention to detail, and ability to multitask.
• Ability to handle complaints and resolve conflicts with professionalism.
• Teamwork and collaboration with internal departments.
• Flexibility to work shifts, weekends, and public holidays.
• Basic computer literacy, including MS Office and reservation systems.

The closing date for receiving all applications is 1st April 2026