Reservations and Guest Relations Officer

ABOUT THE COMPANY CHAK is a national faith based organization committed to promoting universal access to quality health care. CHAK is funded by CDC through CHAP Uzima project, which is a 5-year project to support HIV care and treatment and TB treatment interventions in 79 faith-based and affiliated

health facilities across 19 counties in the Central, Eastern, Coast, Nairobi and Southern Rift Valley regions of Kenya, as well as provide OVC support within Nairobi, Kajiado, Machakos and Narok counties 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.RequirementsMinimum 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.Minimum of 2–3 years’ experience in hotel reservations, front office operations, or guest relations.Personal AttributesGood communication and teamwork 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.Good customer service and interpersonal skills. RESPONSIBILITIES A. 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 maximise occupancy and revenue. Maximise 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 B.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. Personalise the Experience: Be the primary point of contact throughout the stay. Anticipate guest needs, and offer thoughtful, personalised 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. Mana