Customer and Guest Realtions Executive at Q-Sourcing Servtec Group

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.