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Sarova Hotels
Airport Representative Officer at Sarova Hotels
KenyaFull TimeMid-Senior Level
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Sarova Hotels
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Key Responsibilities
Welcome arriving and departing guests in a courteous and professional manner.
Coordinate and oversee guest airport transfers, ensuring timely pickups and drop-offs.
Monitor flight schedules and communicate delays, cancellations or schedule changes to the hotel and transport team.
Escort VIPs, groups and individual guests while providing personalized assistance.
Liaise with airport authorities, airline staff, transport providers and hotel departments to ensure seamless guest movement.
Assist guests with luggage and provide information about hotel facilities, services and local attractions.
Resolve guest concerns promptly and professionally, escalating issues where necessary.
Maintain accurate records of airport transfers, guest arrivals, departures and daily activities.
Ensure all transportation arrangements meet the hotel's service standards.
Uphold the hotel's brand values and consistently deliver memorable guest experiences.
Qualifications and Experience
Diploma or bachelor's degree in hospitality management, Tourism Management, Customer Service or a related field.
At least 2 years' experience in a hotel, airport, airline, travel, or tourism environment.
Excellent verbal and written communication skills in English; knowledge of foreign languages is an added advantage.
Strong interpersonal and customer service skills.
Good knowledge of airport operations and Kisumu airport procedures is an added advantage.
Proficiency in Microsoft Office applications.
Ability to work shifts, weekends and public holidays exercising flexibility.
Valid Certificate of Good Conduct.
Key Competencies
High integrity, reliability and attention to detail.
Exceptional customer service orientation.
Strong planning and organizational skills.
Ability to remain calm under pressure.
Team player with a positive attitude.