Villa Rosa Kempinski Guest Service Center Agent Jobs in Kenya

Villa Rosa Kempinski Guest Service Center Agent Jobs in Kenya


Villa Rosa Kempinski is a Five Star luxury hotel situated on Chiromo Road, the hotel is just a 5-minute drive to the city centre, and 20 km from Jomo Kenyatta International Airport.

The hotel boasts of 200 stylishly-designed and tastefully-decorated rooms and suites spread on 10 floors, 5 themed restaurants, varied conference rooms plus Kempinski The Spa.

Guest Service Center Agent

Reporting to the telephone supervisor,the incumbent will be responsible for answering all incoming calls originating from within and outside the hotel in a friendly and caring manner according to the Kempinski, ensure that LQA (Leading Quality Assurance) audit results are 85% and above, CSS (Customer Satisfaction Survey) results are rated on an average with “5” and above, Telephone system is always well maintained and Telephone lists are up to date.

Key Responsibilities:

  • Answer all incoming calls, connect them to the appropriate extension in an efficient, friendly and caring manner according to the Kempinski standards.
  • Write down messages accurately for our guests and deliver messages in a timely manner.
  • Handle guests' requests for DND (Do Not Disturb) and confidential status.
  • Handle personal wakeup call requests for guests according to the LQA standard and automatic wakeup call requests for group and crew guests.
  • Answer all guest questions / requests in a friendly and caring manner, take appropriate actions or if needed, refer the matters to the relevant persons to handle. It may be providing information or assistance to make an outside call or handling a complaint, etc.
  • In case of emergency, handles all communications for the hotel whilst serving as the communication center.
  • Keep a complete record of each DDD (Domestic Direct Dial) and IDD (International Direct Dial). Coordinate with front office reception all telephones charges to ensure they are billed and collected from guests.
  • Monitor TV channels in addition to outlets' and public area's music to ensure smooth and proper functioning.
  • In case of emergency, handle all communications
    for the hotel whilst serving as the communication center.
  • Keep abreast of telephone directory, new staff and leavers, emergency procedures, special promotions and general hotel product knowledge.
  • Maintain the neatness of their working area at all time.
  • Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.

    Desired Skills & Qualifications:

  • Basic Certification in Front Office Operations.
  • One-year experience in a customer service-oriented position.
  • Local language – excellent oral and written skills (as applicable)
  • English – excellent oral and written skills
  • Additional language - beneficial
  • Listening and oral skills
  • Listen attentively and speak clearly
  • Writing skills
  • Basic knowledge of Hotel Business Operations
  • Microsoft Office Applications
  • Opera PMS

    About Kempinski

    At Kempinski Hotels we pride ourselves on delivering a beautiful performance for each and every one of our guests. Dedicated to please, educated to entertain and never compromising on the European elegance of service, we are driven by our passion for crafting distinct and meaningful experiences.

    Each of our remarkable properties is a stage upon which our people perform their best and every day is an opportunity to apply their unique talents.

    We offer recognition for your skills, an environment that encourages personal growth, and respect and support from colleagues and leaders.

    Connected by our shared values, our passion for craftsmanship, and our care for one another, we are a global community of hoteliers. Your stage awaits.

    Discover a career crafted by you.

    Villa Rosa Kempinski Guest Service Center Agent Jobs in Kenya

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