Guest Relations Officer

Employer: Maria Flo Hotel

Location: Masaka District

Reports To: Hotel Manager

Key Duties and Responsibilities

Front Desk & Guest Services

• Welcome guests and visitors professionally and courteously.

• Handle guest check-ins and check-outs.

• Receive and manage room reservations made in person, by phone, WhatsApp, or social media.

• Answer guest inquiries and provide information about hotel services and rates.

• Respond promptly to guest requests and concerns.

Reservations & Sales Support

• Maintain an up-to-date record of room bookings and availability.

• Follow up on reservation inquiries to convert them into bookings.

• Promote hotel rooms, restaurant services, and ongoing offers to guests and prospective customers.

• Assist in maintaining the hotel’s WhatsApp, Facebook, and other communication platforms as directed by management.

Cash Handling & Records

• Receive payments and issue receipts.

• Maintain accurate records of guest payments and bookings.

• Prepare simple daily cash and occupancy reports.

• Ensure proper accountability for cash received during shifts.

Administrative Duties

• Keep the reception area clean and organized.

• Maintain guest registers and other front desk records.

• Coordinate with housekeeping to ensure rooms are ready for arriving guests.

• Report maintenance issues, customer complaints, or operational concerns to the Hotel Manager.

Qualifications

• Certificate or Diploma in Hospitality, Tourism, Business Administration, Customer Care, or a related field.

• Previous experience in customer service, reception, hospitality, or sales is an added advantage.

• Basic computer skills including Microsoft Word, Excel, email, and WhatsApp communication.

Skills and Competencies

• Excellent customer care and communication skills.

• Friendly and professional personality.

• Good organizational and record-keeping skills.

• Ability to multitask and work with minimal supervision.

• Basic cash-handling and accountability skills.

• Honest, reliable, and presentable.

Working Hours

The Guest Relations Officer will work according to a shift schedule and may be required to work weekends and public holidays.

Key Performance Indicators (KPIs)

• Guest satisfaction and feedback.

• Accuracy of reservations and guest records.

• Timely response to customer inquiries.

• Cash accountability.

• Occupancy and booking conversion support.

• Attendance, punctuality, and professionalism.

Compensation

Salary: Ugx 400,000

How to Apply:

All applications will be received and reviewed through the BrighterMonday Portal by clicking on the 'Apply Here' section