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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