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