Background Information

Career Options Africa Group is a HR Consultancy firm specialized in Recruitment, HR outsourcing and Immigration support in Africa with offices in Kenya, Uganda, Tanzania, Rwanda, Democratic Republic of Congo (DRC), Burundi, Nigeria, South Africa and South Sudan.

Our client, an African Fusion Restaurant located in Kigali, Rwanda, is actively seeking a highly sophisticated, proactive, and intuitive Guest Relations Manager to join their exceptional team.

THE JOB

• Serve as the primary point of contact for VIP guests, high-profile clients, and special event inquiries before, during, and after their visit.
• Proactively manage the guest journey from reservation to post-visit follow-up, creating detailed guest profiles and preference records.
• Personally welcome and attend to key guests, ensuring their experience is flawless and any potential issues are resolved discreetly and effectively.
• Craft and execute personalized touches, such as custom menus, amenity arrangements, and special surprises to celebrate milestones.
• Develop and maintain a system for personalized communication, including tailored emails and thank-you notes.
• Oversee the reservations book with a strategic eye, managing table allocation to optimize guest flow, party mix, and revenue.
• Masterfully handle high-pressure reservation requests, waitlists, and complex seating requirements with grace and diplomacy.
• Utilize reservation data to identify trends, recognize repeat guests, and anticipate needs.
• Analyze guest feedback, review sites, and direct comments to identify opportunities for improvement.
• Develop and implement strategies to increase guest retention and repeat business.
• Manage guest recovery protocols, turning challenging situations into opportunities to build loyalty.
• Assist in planning and executing private dining events and buyouts.

QUALIFICATIONS

• Minimum of 2 years of experience in a guest-facing, luxury hospitality role.
• Expertise in reservation and table management systems.
• Proven experience in building and maintaining relationships with high-profile clientele.
• Impeccable personal presentation, poise, and verbal/written communication skills.
• Unwavering composure and problem-solving ability under pressure.
• Exceptional emotional intelligence and the ability to read guests and anticipate unstated needs.
• Availability to work evenings, weekends, and holidays.

THE RIGHT PERSON FOR THE JOB

• A deep, genuine passion for fine food, wine, and the art of hospitality.
• Multilingual abilities (significant advantage).
• Experience with CRM systems for managing guest profiles.
• A proactive, self-directed mindset with keen attention to detail.

• Serve as the primary point of contact for VIP guests, high-profile clients, and special event inquiries before, during, and after their visit.
• Proactively manage the guest journey from reservation to post-visit follow-up, creating detailed guest profiles and preference records.
• Personally welcome and attend to key guests, ensuring their experience is flawless and any potential issues are resolved discreetly and effectively.
• Craft and execute personalized touches, such as custom menus, amenity arrangements, and special surprises to celebrate milestones.
• Develop and maintain a system for personalized communication, including tailored emails and thank-you notes.
• Oversee the reservations book with a strategic eye, managing table allocation to optimize guest flow, party mix, and revenue.
• Masterfully handle high-pressure reservation requests, waitlists, and complex seating requirements with grace and diplomacy.
• Utilize reservation data to identify trends, recognize repeat guests, and anticipate needs.
• Analyze guest feedback, review sites, and direct comments to identify opportunities for improvement.
• Develop and implement strategies to increase guest retention and repeat business.
• Manage guest recovery protocols, turning challenging situations into opportunities to build loyalty.
• Assist in planning and executing private dining events and buyouts.

• Impeccable personal presentation, poise, and verbal/written communication skills.
• Exceptional emotional intelligence and the ability to read guests and anticipate unstated needs.
• Experience with CRM systems for managing guest profiles.
• Proven experience in building and maintaining relationships with high-profile clientele.

• Minimum of 2 years of experience in a guest-facing, luxury hospitality role.
• Expertise in reservation and table management systems.
• Availability to work evenings, weekends, and holidays.
• Impeccable personal presentation, poise, and verbal/written communication skills.
• Unwavering composure and problem-solving ability under pressure.
• Exceptional emotional intelligence and the ability to read guests and anticipate unstated needs.