Customer Experience Assistant

Role Overview

This position sits at the front desk of the Club and is the first point of contact for everyone who walks through the door, so the person in the role sets the tone for how members, guests and visitors experience the organisation. Day to day, the job involves managing a steady flow of arrivals, telephone and email enquiries, and requests for reservations, while keeping an accurate record of what has been asked for and what still needs action. It matters because routine matters get resolved quickly and courteously at the point of contact, and anything that needs a decision or specialist input is passed to the right person instead of being lost or delayed.

Key Responsibilities

• Welcome members, guests and visitors on arrival, establish who they are and what they need, and direct or escort them to the correct person, area or activity.
• Answer incoming telephone calls and emails, respond to routine questions about Club facilities, activities and services, and route enquiries that fall outside the front desk's remit to the appropriate department or colleague.
• Take and confirm bookings and reservations, checking availability, capturing the required details accurately and updating the reservation record so that other teams can rely on it.
• Give accurate, up-to-date information in person, by phone and in writing, and avoid passing on details that have not been verified.
• Log enquiries, requests and complaints as they come in, note the action taken, and follow up until the matter is closed or handed over with a clear record of what has happened so far.
• Handle front-office records, correspondence and personal information in line with confidentiality requirements, keeping them secure and accessible only to those entitled to see them.
• Keep the reception and front-office area presentable, organised and ready for visitors, including the forms, notices and reference material that staff and visitors use most often.
• Coordinate with colleagues across departments during busy periods or events, covering handovers and shift changes so that no request is dropped between staff.

Requirements & Qualifications

• Education: KCSE or an equivalent qualification, plus a certificate in Hospitality, Customer Service, Front Office, Business Administration or a closely related field.
• Experience: A minimum of 1–2 years in a reception, customer service or comparable front-office role, with exposure to dealing directly with the public.
• Reception operations: Working knowledge of reception and front-office routines — receiving visitors, logging requests, managing messages and keeping the desk running smoothly during peak times.
• Customer service: A solid grounding in professional service and service etiquette, including a courteous, calm and helpful manner with people who are in a hurry, unfamiliar with the premises or raising a complaint.
• Reservations: Familiarity with booking and reservation procedures, including checking availability, confirming arrangements and keeping booking details accurate and current.
• Communication: Strong verbal and written communication across telephone, email and face-to-face contact, with the ability to explain information clearly and to listen carefully enough to capture a request correctly the first time.
• Club knowledge: A working understanding of the facilities, activities and services the Club offers, or the ability to learn them quickly and speak about them accurately.
• Records and confidentiality: Awareness of good records management practice and a clear understanding of why personal and Club information must be handled discreetly.
• Practical skills: Comfortable using standard office software and front-office or reservation systems, and able to keep track of several requests at once without losing detail.
• Personal attributes: Reliable, well presented, punctual and even-tempered under pressure, with a genuine willingness to help.