We are a new upcoming consulting and trading firm based in Mombasa.
Qualifications:
Our areas of focus include Research Training and Education and commodity trading.
Receptionist/Front Office
Job Summary
Receptionist/Front Office
Job Summary
- To assist our guests efficiently, courteously and professionally in all front office and golf related functions.
- To maintain our standards of hospitality at all times.
- To have a thorough knowledge of all front office and golf operations. Job Purpose
- Our Front Desk Agent is very often the first and last member of staff hotel guests will see.
- They have to reflect our atmosphere and convey a sincere welcome to all customers and coordinate management with staff and guests with business.
Section Two: General Tasks and Responsibilities
- Practice gracious hospitality and promote goodwill by addressing guest’s by name, being friendly and helpful to all guests, fellow coaches and stars at all times.
- Attending to calls, both internal and external calls according to our Standards.
- Have knowledge of villa and Homestays types and locations within the resort and assign rooms as per required rates indicated and maximize villa sales.
- Have knowledge of the villa and Homestays rates, the packages, discounts and maintain knowledge of our product line, market conditions, and customers' objectives.
- To ensure maximum villa occupancy in line with agreed policy on overbooking.
- Communicate to the housekeeper with detailed information and requests on the expected arrival of the day including special services required e.g. a baby cot.
- Due to the nature of our business, understand that work schedules and demands of the position may vary from time to time.
- Participate in the daily 15-minute brief and complete all duties listed on reception checklist.
- Develop a thorough knowledge of the property, staff, services and the hours of operations.
- Ensure guest messages are delivered promptly to the guest rooms.
- Handle wake up calls diverted from the call centre.
- Perform all business centre duties and cover the area in accordance to the departmental rota.
- Assist in the training of new employees when required.
- Protect guest’s and stars security by never revealing any personal information, room numbers, addresses, telephone numbers etc. unless authorized by a coach.
- Handle any guest problems or complaints in a professional and hospitable manner and report any unusual occurrences and/or requests to a coach.
- Ensure the cleanliness and neatness of the front desk.
- Hand over any relevant information with necessary departments and stars.
- Familiarize yourself of the daily activities and meetings that are being held in the hotel.
- Have a thorough knowledge of the hotel PMS system, telephone systems, PDQ, pagers and scanners. Know who to report hardware and software problems to and know how to action crash procedures.
- Actively participate in special guest programs such as: repeat guest history, guest satisfaction surveys and guest responses.
- Study the function sheets, the guest correspondence letters, memorandums and any other relevant information to ensure that communication between the Front office department and all the other departments is maintained at all times.
- Perform manual postings of both accommodation and other related expenses onto the guest accounts and receive payment.
- Have knowledge of and maintain the safe deposit boxes.
- Be flexible in assisting around the property in response to business and guest demands as well as to any other reasonable duty as requested by the management.
- Print contingency reports, i.e. departure list, high balance report, in-house guest list, guest ledger balance report, upon every shift - 7am, 12pm, 3pm and 11pm. File in the respective files as backup in case of system failure.
- Have the departure list ready with all the bills attached to the guest folios prior to the guest check out.
- Handle guest checkouts efficiently and in a professional manner, having a thorough knowledge of all checkout procedures.
- Ensure that all the departed rooms have been checked out from the opera system and file the key card.
- Alert the front management or the assistant manager immediately you notice a discrepancy.
- Comply with all company policies and procedures, but allow for judgement flexibility as situations demand.
- Attend and participate fully in departmental and company meetings and training sessions as required by your Manager and to implement the given training as well as taking responsibility for your personal development within the company.
- Comply with the company regulations as stipulated in the staff handbook, regarding uniform timekeeping, hygiene and general conduct.
- Understand the Resort’s Fire and Safety procedures
Duties and Responsibilities
- Is following Company’s Mission / Vision & Guiding Principles.
- Is complying with the Company’s Code of Conduct, Employee Hand Book and Kenyan Laws.
- Is familiar with Club Lounge members, known repeat guests, VIPs and provide special attention and recognition.
- Assists in maintaining presentation standards to ensure facilities, OS&E and FF&E are clean, in good repair and well maintained.
- Participates on the guest comp
Customer Service Executive
The job-holder will be responsible for standardizing customer service and experience across the company to ensure that the team offers top level, prompt, courteous and efficient service to customers, achieving exhilarating customer experiences.
Key Duties and Responsibilities
The job-holder will be responsible for standardizing customer service and experience across the company to ensure that the team offers top level, prompt, courteous and efficient service to customers, achieving exhilarating customer experiences.
Key Duties and Responsibilities
- Accuracy of reporting and data base information
- Develop customer service standards and devise ways to measure and monitor the same.
- Oversee the achievement and maintenance of agreed customer service levels and standards
- Implement the standards in all MCL outlets.
- Coordinate with other departments to ensure facilitation of service delivery and implement growth strategies.
- Analyze relevant data to determine customer service outputs
- Identify and implement strategies to improve quality of service, productivity and profitability
- Co-ordinate and manage customer service projects and initiatives
- Evaluate performance and management of staff
- Identify and address staff training and coaching needs
- Conduct customer service audits.
- Coordinate the complaint handling process.
- Track customer complaint resolution
- Handle complex and escalated customer service issues
Qualifications
- Diploma in a business related field.
- At least 3-5 years’ experience in handling customer Service at a supervisory level.
- Good knowledge of Bank/Microfinance Operations, CPA qualifications and Audit will be an added advantage.
Key Competencies
Personal attributes & skills required in undertaking the role:
Personal attributes & skills required in undertaking the role:
- Should be able to foster and imbibe excellent service values to all relevant staff.
- Excellent communication and presentation skills.
- Leadership Skills. Socially Confident - at ease with meeting people, knows what to say and is quick to establish rapport.
- Quick thinker - is able to think on their feet.
- Resilient - emotionally restrained, rarely upset by criticism.
- Optimistic - able to keep spirits up despite setbacks.
- Innovative - generates ideas, shows ingenuity, and thinks up solutions.
- Achievement/ results orientated - Needs to do well, enjoys challenges, and is strongly motivated to achieve impressive results.
- Assertive - will put forward an idea or view despite opposition and without violating rights of others
- Affiliative - shares with and consults others, enjoys working in a collaborative context.
- Aged to be between 28 - 35 years.
- Graduate Management Trainees
We employ people who apply the same amount of care and passion to their jobs as they do their hobbies - people who put our clients at the heart of everything they do.
And we're looking for more people like this to join our friendly and professional team.
We currently have the following vacancy:
Graduates Programme
In return we'll give you a generous financial and benefits package including healthcare support, pension scheme, hotel discounts worldwide and the chance to work with a great team of people.
Most importantly, we'll give you the room to be yourself.
Requirements
And we're looking for more people like this to join our friendly and professional team.
We currently have the following vacancy:
Graduates Programme
In return we'll give you a generous financial and benefits package including healthcare support, pension scheme, hotel discounts worldwide and the chance to work with a great team of people.
Most importantly, we'll give you the room to be yourself.
Requirements
- Bachelors degree or a Diploma in any Hospitality Course,Business Studies,Accounts, ETC.
- Results oriented, entrepreneurial and self-motivating
- Tenacious and resilient, driven to achieve even when faced with obstacles
- Strong commercial understanding of business issues / opportunities
- Strong understanding of sales and marketing strategy and planning issues
- Strong analytical skills, with ability to develop strategies, tactics and measurable implementation.
- Previous experience will be an added advantage.
Stores Assistant
To act under the direction of the store’s and logistics manager by carrying out all stores activities and operations assigned
To act under the direction of the store’s and logistics manager by carrying out all stores activities and operations assigned
Qualifications:
- Computer Literate
- Presentable
- Good Communication Skills
- Conversant with Sage-pastel
Credit Clerks/Cashiers.
We are looking for accounts clerks/cashiers.
Requirements
Requirements
- Literate in basic computer applications
- A certificate in KATC, CPA PART 1
- OR Diploma in Business Administration
- 3 years working experience (will be an added advantage)