About the Role

We are seeking a dynamic and customer-focused Resort Representative to join our Operations team at the Kenya Coast. The role is responsible for delivering outstanding guest experiences by acting as the primary point of contact for clients, ensuring their stay is seamless, enjoyable, and aligned with our premium service standards.

Key Responsibilities

• Deliver engaging and informative welcome briefings to arriving guests
• Serve as the main liaison for all guest queries, requests, and complaints
• Promote, sell, and coordinate excursions, recreational activities, and tour experiences
• Provide professional support, advice, and problem resolution to guests throughout their stay
• Maintain updated guest information boards and travel documentation
• Prepare and submit incident and complaint reports as required
• Build and maintain strong relationships with hotels, excursion partners, and service providers
• Keep up-to-date knowledge of resort facilities, local attractions, and market trends
• Provide regular feedback and updates to the Resident Manager on guest experience and trends

Minimum Requirements

• Diploma or Degree in Tourism, Hospitality Management, Customer Service, or a related field
• Minimum 5 years’ experience in the tourism or hospitality industry with 2 years in a similar role
• Fluency in English plus German & Italian combination or French/German combination language proficiency is mandatory.
• Strong interpersonal and customer service skills
• Excellent communication (verbal and written)
• Proven problem-solving ability and effective time management skills
• Good knowledge of Mombasa routes, hotels, and key attractions
• Well-groomed, confident, and outgoing personality
• Flexibility to work irregular hours, including weekends and holidays

• Deliver engaging and informative welcome briefings to arriving guests
• Serve as the main liaison for all guest queries, requests, and complaints
• Promote, sell, and coordinate excursions, recreational activities, and tour experiences
• Provide professional support, advice, and problem resolution to guests throughout their stay
• Maintain updated guest information boards and travel documentation
• Prepare and submit incident and complaint reports as required
• Build and maintain strong relationships with hotels, excursion partners, and service providers
• Keep up-to-date knowledge of resort facilities, local attractions, and market trends
• Provide regular feedback and updates to the Resident Manager on guest experience and trends

• Strong interpersonal and customer service skills
• Excellent communication (verbal and written)
• Proven problem-solving ability and effective time management skills
• Good knowledge of Mombasa routes, hotels, and key attractions
• Well-groomed, confident, and outgoing personality
• Fluency in English plus German & Italian combination or French/German combination language proficiency

• Diploma or Degree in Tourism, Hospitality Management, Customer Service, or a related field
• Minimum 5 years’ experience in the tourism or hospitality industry with 2 years in a similar role