Customer Care Executives – Mombasa

We are looking for a friendly, professional, and energetic Customer Service Executive to join our team in Mombasa. You will be the first point of contact for our guests and will play a key role in ensuring they have a memorable and pleasant stay. Your goal is to make every guest feel welcome from the moment they arrive until they depart.

Key Responsibilities

• Guest Welcome: Greet and check guests in/out efficiently, handling reservations and room assignments.

• Concierge Support: Assist guests with inquiries about the hotel facilities, local attractions, restaurants, and transport options in Mombasa.

• Complaint Handling: Address guest complaints and requests promptly and professionally, aiming to resolve issues to the guest's satisfaction.

• Communication: Answer phone calls, respond to emails, and handle guest messages accurately.

• Administration: Handle payments, process bills, and maintain accurate guest records and accounts.

• Coordination: Liaise with housekeeping, maintenance, and food & beverage departments to ensure guest requests are fulfilled.

• Upselling: Promote hotel services, facilities, and special offers to guests.

Qualifications & Requirements

• Education: Diploma or Degree in Hospitality Management, Tourism, or a related field.

• Experience: Minimum of 2 years of proven work experience in a customer service role, preferably in a hotel or resort environment.

• Technical Skills: Proficiency in using hotel management software (e.g., Opera, Epicor, or similar) and MS Office.

Key Competencies

• Communication: Excellent verbal and written English skills. Knowledge of Swahili is a strong advantage.

• Personality: Friendly, welcoming, and patient with a positive attitude.

• Appearance: Well-groomed and professional appearance.

• Problem-Solving: Ability to stay calm under pressure and find solutions quickly.

• Local Knowledge: Familiarity with Mombasa and the Kenyan Coast is a plus.