ATL Global Business is an internationally oriented and privately founded recruiting and consultancy firm based in Kenya, with operations and partners in South Africa and East Africa countries. Committed to our slogan “World Class Service delivery with Integrity” we work hard to provide quality and talented professionals who contribute to the success of the company.

Company Profile Summary

Our Client – Sense of Africa is the leading Destination Management Company in Africa, with offices in Kenya, Tanzania, Uganda, Botswana, Namibia, and South Africa. We are a client-focused company that believes in human-to-human business partnerships backed by sound systems and processes, with personalized services and excellent products that are supported by very competitive prices while offering expert insights into lesser-known tour and safari destinations.

About the Opportunity:

Based in Mombasa, the role is focused on providing excellent customer service for the visiting guests and be the main point of contact for clients. The Resort Representative meets, greets and welcomes guests briefing them about their scheduled activity and excursions. The incumbent will be attending to client’s needs and requests, ensuring maximum satisfaction with all services provided within the resort and an overall holiday package.

Specific Responsibilities:

• Arranging and presenting highly informative and enthusiastic welcome meetings
• meeting clients at the airport and accompanying or transporting them to their accommodation, and holding welcome meetings
• Dealing with all customer queries and complaints
• Undertaking pre-holiday research into local facilities
• Inspecting hotel safety and cleanliness
• Coordinating and leading 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 to answer clients’ questions.

Minimum requirements

• Diploma/Degree in Tour Operations/Tourism & Hospitality Management/Customer Service/PR
• Minimum of 5 years’ experience in a Tour operator/Hospitality industry.
• Must be a fluent German-speaker or any other foreign language skills will also be considered.
• Strong customer service and excellent inter-personal skills across all levels
• Excellent 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.