Customer Relations Assistant at Emerge Egress Consulting

Customer Relations Assistant at Emerge Egress Consulting – Emerge Egress Consulting Kenya Job Details

About the Role

Emerge Egress Consulting is recruiting a Customer Relations Assistant to join its hotel operations team in Kenya. This is a full-time position offering the chance to shape guest experiences from check-in through departure. The role sits at the intersection of front-office management and guest advocacy, requiring someone who can balance efficiency with genuine hospitality while managing the operational demands of a busy hotel property.

The Customer Relations Assistant will represent the hotel as its primary point of contact for arriving and departing guests. You’ll handle everything from room assignments and payment processing to fielding service requests and resolving concerns. Your work directly influences how guests remember their stay, the reviews they leave online, and whether they return. This is a hands-on position that demands strong attention to detail, composure under pressure, and the ability to think on your feet when issues arise.

Key Responsibilities

• Greet guests on arrival, manage check-in procedures, and assign rooms based on guest preference and availability.
• Process check-outs accurately, including ID verification and payment collection via cash, M-Pesa, or card methods.
• Answer guest questions about hotel facilities, available services, restaurant options, and nearby attractions.
• Receive and respond to inquiries through phone, email, and face-to-face interactions during business hours.
• Listen carefully to guest concerns and complaints; resolve straightforward issues immediately, and escalate complex situations to management.
• Maintain contact with guests throughout their stay to confirm their comfort and address emerging needs.
• Coordinate with Housekeeping and Maintenance teams to confirm rooms are clean, prepared, and in full working order before guest arrival.
• Operate the hotel telephone system, route calls to appropriate departments, and maintain accurate call logs and messages.
• Support room reservations, confirm bookings, and keep the property management system updated with current information.

Requirements & Qualifications

• A diploma in Hospitality Management, Hotel Management, Front Office Operations, Tourism, or Business administration is preferred.
• Minimum two years of relevant experience in a similar customer relations or front-office role, ideally within a 4 or 5-star hotel or resort setting.
• Proficiency with hotel management systems and property management software.
• Demonstrated ability to listen carefully, diagnose problems, and find practical solutions.
• Strong organizational and multitasking skills to manage simultaneous guest needs.
• Warm, approachable demeanor with genuine ability to empathize with guests and colleagues.
• Excellent spoken and written communication in English; additional languages an advantage.
• Ability to handle complaints professionally and maintain composure in demanding situations.

What to Expect

• A role that places you at the heart of guest interactions, requiring energy, attentiveness, and interpersonal skill throughout your shift.
• Standard hotel operations environment with peak periods during check-in and check-out times, and varied daily challenges.
• Opportunity to work alongside Housekeeping, Maintenance, and management teams to deliver a coordinated guest experience.
• The Customer Relations Assistant at Emerge Egress Consulting position in Kenya is open to qualified candidates. Click Apply below to submit your application.

Method of Application

Interested and qualified candidates should forward their CV to: [email protected] using the position as subject of email.