Background information about the job or company (e.g., role context, company overview)

Emerge Egress Consulting is a Management and Training Consulting established in 2017 (herein referred as EEC). EEC specializes in offering tailored and proficient HR Management training and team building services. We examine issues of concern in depth and we have specialized in training which looks at the demand for potential success of Government, Local ...

Role Objective

The Customer Relations Assistant will serve as the primary face, ambassador and voice of the hotel, ensuring every guest receives a highly personalized, proactive, and world-class hospitality.

This role is dedicated to elevating the guest experience by anticipating guest needs, handling inquiries, orchestrating seamless stays for VIPs and regular patrons, ensuring an exceptional stay and resolving complex feedback, complaints with grace and diplomacy. The ultimate goal is to foster deep guest loyalty, drive positive online reviews, and uphold the hotel’s reputation as a top-tier destination of choice.

Responsibilities or duties

Core Duties and Responsibilities

Warmly welcome guests upon arrival, manage the registration process, and assign rooms efficiently.

Handle guest check-ins and check-outs accurately, verifying IDs and processing payments (Cash, M-Pesa, or Cards).

Provide accurate information about hotel amenities, services, dining options, and local attractions.

Respond promptly and professionally to guest inquiries via phone, email, and in person.

Actively listen to guest feedback or complaints, resolve minor issues immediately, and escalate complex matters to the supervisor.

Maintain regular contact with guests during their stay to ensure their comfort and satisfaction.

Liaise closely with the Housekeeping and Maintenance teams to ensure rooms are clean, ready, and fully functional before guest arrival.

Manage the hotel switchboard, direct calls appropriately, and log accurate messages.

Assist with room reservations, booking confirmations, and updating the hotel’s property management system

Any other duties as assigned.

Qualifications or requirements (e.g., education, skills)

Job Specifications and Qualifications

Diploma in Hospitality, Hotel Management, Front Office, Tourism, or Business is a plus.

Experience needed

At least 2 years of experience in the same role, preferably in a 4 or 5-star hotel/resort.

Key Competencies

Exceptional Customer Service Skills

Excellent Communication Skills

Conversant with Hotel Management Systems

Problem Solving Skills

Strong organizational & multi-tasking abilities

Strong interpersonal skills with a warm, empathetic, and approachable personality.

Any other provided details (e.g., benefits, work environment, team info, or additional notes)

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Primary & Secondary Schooling (K-12)

Kenya job market

HR solutions

Check how your CV aligns with this job

• Warmly welcome guests upon arrival, manage the registration process, and assign rooms efficiently.
• Handle guest check-ins and check-outs accurately, verifying IDs and processing payments (Cash, M-Pesa, or Cards).
• Provide accurate information about hotel amenities, services, dining options, and local attractions.
• Respond promptly and professionally to guest inquiries via phone, email, and in person.
• Actively listen to guest feedback or complaints, resolve minor issues immediately, and escalate complex matters to the supervisor.
• Maintain regular contact with guests during their stay to ensure their comfort and satisfaction.
• Liaise closely with the Housekeeping and Maintenance teams to ensure rooms are clean, ready, and fully functional before guest arrival.
• Manage the hotel switchboard, direct calls appropriately, and log accurate messages.
• Assist with room reservations, booking confirmations, and updating the hotel’s property management system
• Any other duties as assigned.

• Exceptional Customer Service Skills
• Excellent Communication Skills
• Conversant with Hotel Management Systems
• Problem Solving Skills
• Strong organizational & multi-tasking abilities
• Strong interpersonal skills with a warm, empathetic, and approachable personality.

• Diploma in Hospitality, Hotel Management, Front Office, Tourism, or Business is a plus.