Ongoing Recruitment at ATL Global Business

Role Overview

• The Customer Service Representative (CSR) serves as the first point of contact for guests, ensuring smooth arrival and departure experiences while maintaining exceptional service standards. This role involves assisting clients throughout their journey, coordinating with internal departments, and supporting operational efficiency to enhance overall guest satisfaction.

Key Responsibilities

• Meet and assist clients at designated locations, including airports, SGR terminals, and hotels.
• Conduct guest briefings and provide accurate information regarding itineraries, accommodation, and travel arrangements.
• Assist clients with documentation, tickets, and travel materials before arrival and during their stay.
• Address guest concerns, lost luggage incidents, and operational challenges promptly and professionally.
• Maintain daily operational reports and updates regarding arrivals, departures, incidents, and guest feedback.
• Be available and respond to duty throughout assigned shifts, including during irregular hours.
• Support the Resident Manager in ensuring departmental smoothness and efficiency.
• Build strong working relationships with hotels, airlines, suppliers, and internal teams, and be hands-on with relevant changes or developments in partner hotels or airport procedures to apprise the supervisor accordingly.
• Support the operations team in delivering seamless guest experiences throughout the travel journey.

Minimum Requirements

• Diploma in Tour Operations, Hospitality, or Customer Care.
• Fluency in English plus German & Italian combination or French/German combination language proficiency is mandatory.
• Minimum 2 years’ experience in customer service within the tourism or hospitality industry.
• Strong communication, problem-solving, and interpersonal skills.
• High attention to detail and strong organizational ability.
• Computer literacy with knowledge of Excel and Tourplan is an added advantage.
• Flexibility to work shifts and irregular hours when required.

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About the Role

• We are seeking a dynamic and customer-focused Resort Representative to join our Operations team at the Kenya Coast. The role is responsible for delivering outstanding guest experiences by acting as the primary point of contact for clients, ensuring their stay is seamless, enjoyable, and aligned with our premium service standards.

Key Responsibilities

• Deliver engaging and informative welcome briefings to arriving guests
• Serve as the main liaison for all guest queries, requests, and complaints
• Promote, sell, and coordinate excursions, recreational activities, and tour experiences
• Provide professional support, advice, and problem resolution to guests throughout their stay
• Maintain updated guest information boards and travel documentation
• Prepare and submit incident and complaint reports as required
• Build and maintain strong relationships with hotels, excursion partners, and service providers
• Keep up-to-date knowledge of resort facilities, local attractions, and market trends
• Provide regular feedback and updates to the Resident Manager on guest experience and trends

Minimum Requirements

• Diploma or Degree in Tourism, Hospitality Management, Customer Service, or a related field
• Minimum 5 years’ experience in the tourism or hospitality industry with 2 years in a similar role
• Fluency in English plus German & Italian combination or French/German combination language proficiency is mandatory.
• Strong interpersonal and customer service skills
• Excellent communication (verbal and written)
• Proven problem-solving ability and effective time management skills
• Good knowledge of Mombasa routes, hotels, and key attractions
• Well-groomed, confident, and outgoing personality
• Flexibility to work irregular hours, including weekends and holidays