Airport Representative Officer

Role Overview

As an Airport Representative Officer, you are the first and last point of contact for many of our guests — the person who turns a landing, a delay or a long-haul arrival into a smooth, welcoming experience. Working between the airport and the hotel, you shepherd guests through arrivals and departures, track flights in real time, and keep transport, front office and airline teams aligned so that no one is left waiting or unaccompanied. The role directly shapes first impressions of the hotel, which is why reliability, poise under pressure and genuine warmth matter as much here as operational precision.

Key Responsibilities

• Greet arriving and departing guests at the airport with courtesy and professionalism, representing the hotel's standards from the moment of first contact.
• Organise and supervise guest airport transfers, confirming pickups and drop-offs run on schedule and that vehicles and drivers are ready in advance.
• Track flight movements continuously and relay delays, cancellations or changed schedules promptly to the hotel and the transport team so arrangements can be adjusted.
• Accompany VIPs, groups and individual guests during transfers, offering tailored assistance throughout their journey.
• Coordinate with airport authorities, airline personnel, transport providers and internal hotel departments to keep guest movement seamless.
• Handle luggage and share accurate information about hotel facilities, services and nearby attractions.
• Address guest concerns quickly and courteously, escalating matters that require management attention.
• Keep clear, accurate records of transfers, arrivals, departures and daily activity, ensuring transport arrangements consistently meet hotel service standards.

Requirements & Qualifications

• Diploma or bachelor's degree in hospitality management, tourism management, customer service or a closely related discipline.
• Minimum of two years' experience in a hotel, airport, airline, travel or tourism setting.
• Excellent spoken and written English; additional language skills are an advantage.
• Working knowledge of airport operations, with familiarity with Kisumu airport procedures being beneficial.
• Confident use of Microsoft Office applications.
• Availability to work shifts, weekends and public holidays as the operation requires.
• A valid Certificate of Good Conduct.
• Demonstrated integrity, reliability and close attention to detail, with a strong customer service orientation.
• Solid planning and organisational ability, plus the composure to stay calm when schedules shift or pressure builds.
• A collaborative team player with a positive, can-do attitude.

If this sounds like you, send your professional profile to [email protected] by 20th September 2026, quoting "Airport Representative Officer" in the subject line.