Job Details

• The role revolves around providing customer service for the visiting guests and serve as the main point of contact for clients. The Resort Representative greets and welcomes guests briefing them about their scheduled activity and excursions. The role will be dealing with the clients’ needs and requests, ensuring maximum satisfaction with all services provided within resort and an overall holiday package. German Language is compulsory

Specific responsibility / day to day activities

• Arranging and Presenting highly informative and enthusiastic welcome meetings
• Dealing with all conceivable customer queries and complaints
• Selling, co-ordinating and leading in recreational activities and trips for guests
• Selling and organizing excursions and other related products
• Problem solving, offering advice, assistance and support to all guests
• Keeping an information board & agents’ folders up-to-date
• Complaints & incidents report writing and documentation
• Updating the Resident Manager on market trends & changes
• Establishing and maintaining relationships with other stakeholders, products and service providers
• Maintaining an in-depth knowledge of the resort and the local area in order to answer clients\’ questions.

Minimum requirements

(E.g. education, experience, specific knowledge, skills, understanding, attitude)

• German speaker is compulsory
• Diploma/Degree in Tour Operations/Tourism & Hospitality Management/Customer Service/PR
• Minimum of 5 years’ experience in a Tour/Hospitality industry.
• Must possess German speaking or any other foreign language skills.
• Strong Customer Service and Excellent Inter-personal skills across all levels
• Time Management & Problem-solving ability
• Self-confidence, pleasant, outgoing nature and good grooming
• Excellent oral & written Communication Skills.
• Knowledge of the Mombasa geographical routings, hotels and restaurants.
• Flexibility and willingness to work long, irregular hours.
• It is expected of all employees to perform not only the tasks mentioned in the job description, but also to help in directly allocated or extraordinary tasks and contribute to the teamwork in the company.