Customer Service Assistant- Hotel -Nairobi at Emerge Egress Consulting

Role Objective

Our client a 4 Star Hotel is seeking to hire 2 competent customer service assistants who will be responsible for enquiries, assist clients, reservations on behalf of the company.

Core Duties and Responsibilities

Welcome guests, processing check-ins/check-outs, and verifying identities and payment methods.

Managing bookings via phone, email, or walk-ins, and keeping the Property Management System (PMS) up to date.

Handling guest complaints with empathy issue and finding a solution quickly.

Providing local recommendations for dining, transport, and sightseeing.

Processing payments, and ensuring the cash drawer balances at the end of the shift.

Relaying messages between guests and departments like Housekeeping or Maintenance to ensure room readiness.

Any other relevant duties as assigned.

Job Specifications and Qualifications

Diploma in Business Administration, Communication, Tourism, Hospitality or related field

At least 2 years' relevant work experience.

Proficiency in MS Office Suite & CRM tools.

Key Competencies

Good communication skills (written and verbal).

Active Listening skills

Ability to multitask and prioritize tasks in a fast-paced environment

Strong organizational skills