Guest Relations Manager

Conseil de ZuaCop: Cette offre est en anglais est recommandée pour les candidats qui comprennent, parlent et écrivent bien en anglais. Si vous ne parlez pas anglais du tout, très honnêtement, nous ne vous empêcherions pas de postuler, mais nous vous encouragerons à éviter d'être frustré(e) que votre candidature ne soit même regardée. Par ailleurs, nous encourageons toute personne évoluant dans le domaine de l'hôtellerie ou tout domaine administratif de fournir un peu d'efforts à apprendre l'anglais ou toute autre seconde langue en plus du français.
Pour les candidats bilingues (Anglais - Français), nous vous souhaitons plein de chances !!!

Date limite : 20 mars 2026.

Summary

The incumbent in the position is responsible for managing the Guest Relation Section and providing the highest professional services in accordance with Kempinski’s policies, procedures and service standards. They also act as a representative of the hotel management and handle all guest relation matters brought to their attention, to the satisfaction of the guest.  

Key Responsibilities

• Communication of hotel & company philosophy and internal hotel representation.
• Have an in-depth knowledge of the hotel and the geographical layout of the city / surroundings.
• Be knowledgeable about all VIPs in-house, hotel functions and special events.
• Collect as much feedback information on VIPs as possible (on daily basis) by checking e.g. Google, Opera PMS company wide, briefs and distribute this information within the hotel to all relevant departments by e.g. daily guest fact sheets/reports, newsletter, etc. and ensure information is updated in the guest profile.
• Welcome, facilitate and bid farewell to as many guests as possible.
• Top VIPs MUST be welcomed upon arrival, escorted to their room and bid farewell upon departure.
• Liaise with FOM, to prepare tailor made guest itinerary for Top VIP’s when appropriate and coordinate VIP greetings and departures – ahead of time.
• Obtain as much information about a guest’s stay to be entered in the guest history.
• Welcome visitors to the hotel, assist with general information, internal promotions and directions.
• Handle guest complaints and requests in a polite and efficient manner, give further instructions to the relevant staff if needed to ensure optimal guest satisfaction.
• Maintain a record of all complaints and requests, follow up and inform concerned operating departments.
• Perform special projects and related duties as assigned.
• Walk throughout the hotel recognizing guests and engage with them appropriately.
• Attend & participate in daily briefings as scheduled.
• Report potential and existing hazards and rectified immediately.
• Provide information to all guests regarding the services and possible internal promotions of the hotel.
• Senior Management on any unusual circumstances that might affect guest service and expectation.
• Take decisions on upgrades / comps / rebates etc. as per stipulated hotel policies and procedures.
• Participate in training programmes.

Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.

Skills, Knowledge and Expertise

• Minimum of 3 years experience in a Manager level position in Front Office or Guest Relations preferably in an international five star hotel
• Food & Beverage and Sales experience is a plus
• English – excellent oral and written skills
• Additional language - beneficial
• Supervisory skills
• Luxury Hotel Experiences 
• Good Communication skills
• Knowledge of hotel operations & Computer systems
• General knowledge of tourist and business related information
• Knowledge of hotel products and services
• Knowledge of VIP welcoming protocol

About Kempinski Hotel Brazzaville Republic of The Congo

Founded in Germany in 1897, Kempinski Hotels has long reflected the finest traditions of European hospitality. Today, as ever, Kempinski is synonymous with distinctive luxury.

Located in many of the world's most well-known cities and resorts, the Kempinski collection includes hotels in a grand manner, pace-setting modern establishments and older hotels of individual charm. All blend gracefully into their surroundings and offer luxurious accommodation, superb cuisine and unrivalled facilities - complemented by impeccable service.

For leisure and business guests alike, the name Kempinski has long been synonymous with style, mobility and efficiency. Put simply, they are the first choice for the discerning individual.

In addition to operating many of the finest city hotels in the world, Kempinski is a name that can now be found in many exciting resort locations, each combining local flair and ambience with the international standards of service and luxury that Kempinski guests have come to expect.