Airport Representative Officer at Sarova Hotels

Key Responsibilities

• Welcome arriving and departing guests in a courteous and professional manner.
• Coordinate and oversee guest airport transfers, ensuring timely pickups and drop-offs.
• Monitor flight schedules and communicate delays, cancellations or schedule changes to the hotel and transport team.
• Escort VIPs, groups and individual guests while providing personalized assistance.
• Liaise with airport authorities, airline staff, transport providers and hotel departments to ensure seamless guest movement.
• Assist guests with luggage and provide information about hotel facilities, services and local attractions.
• Resolve guest concerns promptly and professionally, escalating issues where necessary.
• Maintain accurate records of airport transfers, guest arrivals, departures and daily activities.
• Ensure all transportation arrangements meet the hotel’s service standards.
• Uphold the hotel’s brand values and consistently deliver memorable guest experiences.

Qualifications and Experience

• Diploma or bachelor’s degree in hospitality management, Tourism Management, Customer Service or a related field.
• At least 2 years’ experience in a hotel, airport, airline, travel, or tourism environment.
• Excellent verbal and written communication skills in English; knowledge of foreign languages is an added advantage.
• Strong interpersonal and customer service skills.
• Good knowledge of airport operations and Kisumu airport procedures is an added advantage.
• Proficiency in Microsoft Office applications.
• Ability to work shifts, weekends and public holidays exercising flexibility.
• Valid Certificate of Good Conduct.

Key Competencies

• High integrity, reliability and attention to detail.
• Exceptional customer service orientation.
• Strong planning and organizational skills.
• Ability to remain calm under pressure.
• Team player with a positive attitude.