Customer Relations Assistant - Hotel at Emerge Egress Consulting

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.

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.

Job Specifications and Qualifications

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