Ongoing Recruitment 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.

go to method of application »

Role Objective

• The Procurement Officer will be responsible for streamlining the hotel’s supply chain by efficiently sourcing, negotiating, and acquiring high quality goods and service spanning at the most competitive prices. The primary goal is to seamlessly balance strict budget compliance and inventory control with the exceptional quality standards required to uphold guest experience and operational excellence.

Core Duties and Responsibilities

• Assist in preparing annual budgets and procurement plans.
• Identifying, vetting, and establishing strong relationships with suppliers for various hotel needs.
• Securing competitive pricing, favorable credit terms, and reliable delivery schedules without compromising on quality.
• Draft and maintain Service Level Agreements (SLAs) with suppliers to ensure consistent Partnering with Department Heads to predict supply needs based on hotel occupancy rates, seasons, and upcoming banquets.
• Monitoring the shelf life of Food & Beverage items to minimize spoilage and waste while ensuring optimal stock of Operating Supplies and Equipment.
• Aligning all purchase orders with the hotel\'s monthly and annual departmental budgets.
• Reviewing and analyzing purchase requisitions to identify areas where costs can be reduced or bulk discounts utilized.
• Inspecting delivered goods to ensure they match ordered specifications in terms of quantity, quality, and weight before signing off.
• Receive, inspect, and accept/reject goods in coordination with user departments as per the specifications, quality, quantity, and price on the Local Purchase Orders when need arises.
• Ensure compliance with procurement regulations and company policies.
• Meet with suppliers to discuss performance metrics and production forecasts.
• Source organization requirements competitively and develop cost forecasts.
• Perform any other duties as may be allocated.

  Job Specifications and Qualifications

• Diploma in Procurement, Supply Chain Management, Logistics.
• At least 3 years’ experience in hospitality industry.
• Knowledge of procurement procedures.
• Experience with specialized Property Management Systems (PMS) or inventory software like Fidelio, Opera, Materials Control or SAP.
• Proficiency in MS Office Suite.

    Key Competencies

• High Integrity.
• Ability to work independently and in a team 
• Strong Negotiation Skills
• Great Analytical Skills
• Exceptional Organizational Skills.
• Ability to work in a fast-paced environment.