Customer Service Assistant- Hotel -Machakos 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