QSSK-MH-CGRE-CUSTOMER AND GUEST REALTIONS EXECUTIVE

Nairobi, Kenya
Full Time
Experienced
JOB TITLE: CUSTOMER AND GUEST REALTIONS EXECUTIVE
About This Job:
Q-Sourcing Limited trading as Q-Sourcing Servtec is a manpower management solutions firm operating in the East African Region in the countries of Uganda, Kenya, Tanzania, Rwanda, and South Sudan.
On behalf of our client, we are looking for a competent, skilled, and experienced Customer and Guest Relations Executive to work in Nairobi, Kenya
DUTIES & RESPONSIBILITIES:
  • - Prepare leases and facilitate signing.
  • Efficient documentation and processing of lease agreements.
  • - Manage online and paper filing systems.
  • Accurate, up-to-date records and quick retrieval of documents.
  • - Document staff onboarding, training, and contracts.
  • Comprehensive records of staff onboarding and training.
  • - Book meetings, handle scheduling, and appointments.
  • Well-organized schedules and timely appointments.
  • - Onboard new employees.
  • Smooth onboarding process for all new hires.
  • - Maintain work-related records.
  • Accurate and accessible records at all times.
  • - Handle mailing, shipping, packages, and deliveries.
  • Timely management of deliveries and outgoing mail.
  • - Organize in-office events.
  • Successful execution of events with positive staff feedback.
  • - Manage new inquiries via email, telephone, online platforms, and social media. Collaborate with the team to match customers with properties.
  • Timely responses and effective matching of clients to properties.
  • - Schedule and conduct property viewings for new customers.
  • Efficient scheduling and successful property viewings.
  • - Maintain a database of inquiries across platforms.
  • Comprehensive and organized database management.
  • - Map and improve customer journey from initial contact to onboarding (develop process flow maps and procedures).
  • Documented processes and improved customer experience.
  • - Provide day-to-day customer service, ensuring requests are logged and addressed within 24 hours.
  • Customer satisfaction and timely resolution of requests.
  • - Gather and document guest feedback and take improvement actions.
  • Consistent feedback collection and implementation of improvements.
  • - Organize social events for existing guests.
  • Engaging and well-received events for guests.
  • - Contact each guest at least once a fortnight to check on them.
  • Regular contact and customer engagement maintained.
  • - Develop a concierge service and handbook.
  • Development and distribution of concierge materials.
  • - Collect departing guests’ reviews upon check-out.
  • High response rate and actionable insights from guest reviews.
  • - Manage property listings on Buy Rent Kenya, Facebook, Booking.com, and Airbnb.
  • Accurate and up-to-date listings across platforms.
  • - Develop a working relationship with MOD to implement the social media strategy.
  • Effective implementation of the social media strategy.
  • - Work with graphic designers, photographers, and filmmakers to produce sales and marketing materials.
  • Timely production of high-quality marketing materials.
  • - Support the management team in creating and maintaining daily, weekly, fortnightly, and monthly activity tracking for objectives, tasks, and KPIs.
  • Accurate and timely reporting of key performance metrics.
  • - Plan for guest arrivals and welcome them to the house.
  • Positive guest experiences and successful arrival coordination.

KNOWLEDGE, SKILLS, AND EXPERIENCE:
  • Bachelor’s degree in business administration, hospitality management, or related field.
  • Proven experience in office administration, customer service, or related roles.
  • Excellent communication and interpersonal skills.
  • Proficiency in office software (Microsoft Office, Google Workspace).
  • Strong organizational skills and attention to detail.
  • Ability to multitask and prioritize workload effectively.
  • Familiarity with social media platforms and digital marketing strategies is a plus.

Interested and qualified applicants should submit their applications through the link below.
https://qsourcingservtec.applytojob.com/apply/77nzEk0LjT/QSSKMHCGRECUSTOMER-AND-GUEST-REALTIONS-EXECUTIVE
Note:
Only shortlisted applicants will be contacted.
Q-SOURCING SERVTEC IS AN EQUAL OPPORTUNITY EMPLOYER. ANY SOLICITATION WILL LEAD TO DISQUALIFICATION.

 
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