Deputy Manager, Reservations and Guest Relations at The Central Bank Of Kenya Institute Of Monetary Studies (CBK-IMS)

Job Description

Job Purpose

The role holder will be responsible for managing the reservation process and ensuring a seamless customer experience. The Head reservations will optimize space allocation, coordinate and organize meetings, workshops, seminars, conventions, conferences, corporate meetings and all other Institutional events.

Key Duties and Responsibilities

Strategic Responsibilities

• Develop guest experience standards and reservation policies.
• Analyse trends in facility utilization for planning and reporting.
• Support digital transformation of reservation processes to enhance efficiency.
• Develop linkages with international and local travel & hotel associations and organizations.
• Strengthen existing and introduce new market driven business services.

Technical and Operational Responsibilities

• Effectively communicate and coordinate the section’s activities.
• Supervise the reservations team and ensure accuracy in bookings.
• Handle escalations and ensure customer satisfaction.
• Collaborate with other departments to optimize resource allocation.
• Lead and manage the logistical and administrative aspects of events and conference coordination.
• Develop mechanism to retain existing and attract new conferencing clientele.
• Provide support for guests and conference attendees by ensuring prompt and appropriate response to their needs.
• Coordinate with the Head, Guest Relations to develop efficient processes to collect and promptly respond to guest feedback.
• Develop a competitive rate card and pricing points for events and conferences in conjunction with other relevant managers including the Hospitality Services Manager.
• Identify new event and conference opportunities for the organization and work to publicize and market the Client Experience Division.
• Provide function sheets with a good lead time for effective provision of service by the supporting sections i.e. Hospitality Services, cleaning, gardening, ITD and security.
• Resolve complex guest issues or complaints.
• Hold regular meetings with the service vendor to discuss event bookings and client feedback.
• Effectively market the Institute as a World class one stop Conference Venue.
• Manage the Conference and events Budget.
• Ensure prompt issuance of client’s invoices.

Other Responsibilities

• Coordinate activities for in-house Meetings and events.
• Communicate the event schedules to Management and staff at the Institute.
• Provide critical information on events to the Institute Management team.
• Ensure proper record keeping and reporting on occupancy and revenue.
• Any other duties allocated by Manager, Conference and Events.

Qualifications

• Bachelor’s Degree in Hospitality, Communication, Marketing, Public Relations or Related

Work Experience

• Minimum five (5) years’ experience in a similar role.
• Demonstrable experience in Events Management.