10 Front Desk Staff jobs in Nairobi

We are looking for a customer-focused Customer Service Agent to handle inquiries, resolve issues, and provide excellent support across multiple brands.
br>*Key Responsibilities:*
* Respond promptly and professionally to customer inquiries via email, chat, and social media.
* Resolve order issues, refunds, and product questions.
* Maintain detailed records of customer interactions.
* Collaborate with fulfillment and marketing teams to address customer feedback.
* Strive to exceed customer satisfaction goals.

*Ideal Candidate Profile:*
* Experience in customer support roles, preferably in e-commerce.
* Strong communication and problem-solving skills.
* Ability to manage multiple channels and prioritize tasks.
* Empathy and patience with customers.

*Application Instructions:*
Please share:
* Examples of customer service experience.
* Description of tools or platforms used (Zendesk, Freshdesk, etc.).
* Sample responses or scenarios you have handled.

**Additional Information**
**Job Number** 25123429
**Job Category** Rooms & Guest Services Operations
**Location** JW Marriott Hotel Nairobi, Chiromo Lane, Nairobi, Kenya, Kenya,VIEW ON MAP ( Full Time
**Located Remotely?** N
**Position Type** Management
**JOB SUMMARY**
Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department.
**CANDIDATE PROFILE**
**Education and Experience**
- 5 years of experience in the guest services, front desk, or related professional area in a Luxury Set up preferably 5 Star Hotel
OR
- Degree or Diploma from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major
**CORE WORK ACTIVITIES**
**Supporting Management of Front Desk Team**
- Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
- Encourages and builds mutual trust, respect, and cooperation among team members.
- Supervises and manages employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.
- Ensures employee recognition is taking place on all shifts.
- Establishes and maintains open, collaborative relationships with employees.
**Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals**
- Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
- Develops specific goals and plans to prioritize, organize, and accomplish your work.
- Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
- Strives to improve service performance.
- Collaborates with the Front Office Manager on ways to continually improve departmental service.
- Communicates a clear and consistent message regarding the Front Office goals to produce desired results.
- Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.
- Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
**Ensuring Exceptional Customer Service**
- Provides services that are above and beyond for customer satisfaction and retention.
- Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
- Serves as a role model to demonstrate appropriate behaviors.
- Sets a positive example for guest relations.
- Displays outstanding hospitality skills.
- Empowers employees to provide excellent customer service.
- Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
- Provides feedback to employees based on observation of service behaviors.
- Handles guest problems and complaints effectively.
- Interacts with guests to obtain feedback on product quality and service levels.
**Managing Projects and Policies**
- Implements the customer recognition/service program, communicating and ensuring the process.
- Ensures compliance with all Front Office policies, standards and procedures.
- Monitors adherence to all credit policies and procedures to reduce bad debts and rebates.
**Additional Responsibilities**
- Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person.
- Analyzes information and evaluating results to choose the best solution and solve problems.
- Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
- Functions in place of the Front Office Manager in his/her absence.
- Communicates critical information from pre- and post-convention meetings to the Front Office staff.
- Participates in department meetings.
_At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated?Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law._
Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of "Wonderful Hospitality. Always." by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that's synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, you join a portfolio of brands with Marriott International. **Be** where you can do your best work, **begin** your purpose, **belong** to an amazing global team, and **become** the best version of you.
JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you're happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand's namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you'll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That's The JW Treatment. In joining JW Marriott, you join a portfolio of brands with Marriott International. **Be** where you can do your best work,? **begin** your purpose, **belong** to an amazing global? team, and **become** the best version of you.

**What does Cigna do?**
Cigna provides health insurance services around the world. We're passionate about helping people improve their health, well-being, and sense of security. We started over 200 years ago and we continued to innovate and expand ever since. At Cigna Health Benefits we focus on the unique needs of Intergovernmental (IGO) and Nongovernmental (NGO) organisations, as well as the needs of multinationals in Europe and Africa. You can find out more about the company at .
**What makes Cigna different from other employers?**
We go further than just paying insurance claims. Solid customer relationships are our main goal. We also strongly believe in business ethics and continually strive to be cleaner, greener, and respectful of all. We owe our success to the talent and dedication of our team. They're the ones who make a difference in our customers' lives. So we know that it's important to go the extra mile for our employees. We make sure they have a good work-life balance, and we offer many initiatives for health and well-being.
**What are your main responsibilities?**
You are responsible for the client communication for designated account relationships and Contracts.
You are required to response to the client on timely manner providing full and accurate information in one go.
**Main Duties / Responsibilities**
+ Handle calls and e-mails and respond to simple and complex inquiries regarding eligibility, cards status, envoy registration/navigation, policy benefits, issue certificates of insurance, claims status and other related information and provide solutions for customers and clients.
+ Receives requests by mail, telephone, or in person regarding insurance claims/policies. Responds to inquiries from policy holders, clients, brokers and/or others.
+ Performs research to respond to inquiries and interprets policy provisions to determine most effective response.
+ Mails or routes claim forms and supporting documentation to various units for final processing.
+ Excellent interpersonal skills, ability to understand and interpret policy provisions. Independently responds to inquiries, grievances, complaints, or appeals ranging from routine to moderate complexity.
+ May seek assistance with complex customer services issues.
**Qualifications**
+ Must have a diploma or bachelor's degree certificate
+ Excellent English written and oral communication skills
+ **Portuguese** **written and oral skill is a must**
+ Exceptional organizational and time-management focus
+ Independently responds to inquiries, grievances, complaints or appeals ranging from routine to moderate complexity.
+ 1+ years of customer service experience analyzing and solving customer problems required; call center experience a plus
+ Ability to perform in a high volume, fast paced call center environment
+ Proven ability to work independently as well as a productive member of a team
+ Intermediate proficiency in Microsoft office suite; high level capacity to multitask independently and on a computer
+ Knowledge of medical terminology a plus
**Conditions/requirements**
+ Work in 24 x 7 rotation shifts.
+ 5 days a week.
+ In split shifts (some hours in the morning and remaining hours in the afternoon or evening) and public holidays
**About Cigna Healthcare**
Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.
_Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws._
_If_ _you require reasonable accommodation in completing the online application process, please email:_ _for support. Do not email_ _for an update on your application or to provide your resume as you will not receive a response._

**What does Cigna do?**
Cigna provides health insurance services around the world. We're passionate about helping people improve their health, well-being, and sense of security. We started over 200 years ago and we continued to innovate and expand ever since. At Cigna Health Benefits we focus on the unique needs of Intergovernmental (IGO) and Nongovernmental (NGO) organisations, as well as the needs of multinationals in Europe and Africa. You can find out more about the company at .
**What makes Cigna different from other employers?**
We go further than just paying insurance claims. Solid customer relationships are our main goal. We also strongly believe in business ethics and continually strive to be cleaner, greener, and respectful of all. We owe our success to the talent and dedication of our team. They're the ones who make a difference in our customers' lives. So we know that it's important to go the extra mile for our employees. We make sure they have a good work-life balance, and we offer many initiatives for health and well-being.
**What are your main responsibilities?**
You are responsible for the client communication for designated account relationships and Contracts.
You are required to response to the client on timely manner providing full and accurate information in one go.
**Main Duties / Responsibilities**
+ Handle calls and e-mails and respond to simple and complex inquiries regarding eligibility, cards status, envoy registration/navigation, policy benefits, issue certificates of insurance, claims status and other related information and provide solutions for customers and clients.
+ Receives requests by mail, telephone, or in person regarding insurance claims/policies. Responds to inquiries from policy holders, clients, brokers and/or others.
+ Performs research to respond to inquiries and interprets policy provisions to determine most effective response.
+ Mails or routes claim forms and supporting documentation to various units for final processing.
+ Excellent interpersonal skills, ability to understand and interpret policy provisions. Independently responds to inquiries, grievances, complaints, or appeals ranging from routine to moderate complexity.
+ May seek assistance with complex customer services issues.
**Qualifications**
+ Must have a diploma or bachelor's degree certificate
+ Excellent English written and oral communication skills
+ **Portuguese** **written and oral skill is a must**
+ Exceptional organizational and time-management focus
+ Independently responds to inquiries, grievances, complaints or appeals ranging from routine to moderate complexity.
+ 1+ years of customer service experience analyzing and solving customer problems required; call center experience a plus
+ Ability to perform in a high volume, fast paced call center environment
+ Proven ability to work independently as well as a productive member of a team
+ Intermediate proficiency in Microsoft office suite; high level capacity to multitask independently and on a computer
+ Knowledge of medical terminology a plus
**Conditions/requirements**
+ Work in 24 x 7 rotation shifts.
+ 5 days a week.
+ In split shifts (some hours in the morning and remaining hours in the afternoon or evening) and public holidays
**About Cigna Healthcare**
Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.
_Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws._
_If_ _you require reasonable accommodation in completing the online application process, please email:_ _for support. Do not email_ _for an update on your application or to provide your resume as you will not receive a response._

International Health, a division of Cigna Healthcare, is a leading provider of group healthcare programmes for employees of large multinational organisations and their families. With our continuing global expansion Cigna has an excellent opportunity for an enthusiastic, highly motivated and driven individual to join our Eligibility Team.
Reporting to the Eligibility Supervisor, you will be responsible for maintaining Cigna's membership database. You will process requests from internal and external customers reviewing the request and taking the appropriate action, in a timely and accurate manner.
**Responsibilities and Duties**
+ Internal and external clients depend on our accuracy and efficiency when processing client data, so you will be accountable for providing these high levels of service in accordance with the company standards and customer expectations.
+ Maintain the membership database, by accurately recording and updating information received
+ Ensure all membership updates adhere to policy terms and conditions, as well as legal, compliance and underwriting requirements
+ Communicate directly with clients via email and telephone within the agreed service levels
+ Monitor productivity to ensure you are always achieving own and team productivity and accuracy goals
**Required:**
+ Database Entry and/or Database Management experience essential
+ Fluent Spanish is essential for the role
+ Experience within a Customer Service environment
+ Proficient in Microsoft Word, Excel and Outlook - advanced Excel would be advantageous
+ Diploma or Degree certificate required
+ Experience from an insurance background preferred
**Skills:**
+ Strong interpersonal skills with excellent written/verbal communication skills in both English and Spanish
+ Must possess excellent attention to detail, with a high level of accuracy
+ Must be able to review information and exercise judgement
+ Ability to organise, prioritise and manage workflow to meet individual and team production standards
+ Ability to work under own initiative
+ Customer focused with developed problem-solving abilities and a proactive approach to proposing/implementing process improvements
+ Good analytical skills
+ Ability to navigate systems and applications with ease
+ Regulatory awareness
+ Ability to work within a large team
+ Adaptable to change with a flexible approach to supporting team task
**OUR OFFER**
+ A challenging job in an international and growing enterprise.
+ A dynamic, and entrepreneurial company culture that values and stimulates initiative.
+ Attractive salary conditions with extra-legal benefits.
**About Cigna Healthcare**
Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.
_Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws._
_If_ _you require reasonable accommodation in completing the online application process, please email:_ _for support. Do not email_ _for an update on your application or to provide your resume as you will not receive a response._

We are hiring a dedicated and professional Customer Service & Client Experience Associate to join our front-line support team. This role is suited for candidates with a passion for service, excellent communication skills and at least 1 year of experience in a customer-facing position. You will serve as the first point of contact for clients, ensuring prompt, clear and courteous support across all communication channels.
br>Key Responsibilities:

1. Respond to customer inquiries via phone, email and social media in a timely and professional manner

2. Offer accurate information regarding services, programs or events

3. Escalate and follow up on client issues until resolution is achieved

4. Maintain records of customer interactions and track service trends

5. Support internal communications by providing feedback on customer concerns

6. Assist in scheduling appointments, providing documentation and guiding clients through available support processes

Required Qualifications:

1. Minimum 1 year of experience in a customer service, administrative or support role

2. Certificate or Diploma in Business Administration, Communications, Customer Service or related field

3. Excellent verbal and written communication skills

4. Ability to stay calm under pressure and handle complaints with professionalism

5. Proficiency in computer applications (MS Office, Google Workspace, or similar tools)

6. Strong organizational and time management skills

Phoenix Heights is looking for a highly organized, proactive, and reliable Administrative Assistant to support daily operations and ensure smooth office workflow. If you’re detail-oriented, love structure, and enjoy being the glue that keeps teams together, this role is for you.
br>Responsibilities:
Manage scheduling, emails, and calendar coordination

Prepare reports, documents, and presentations

Maintain organized digital and physical filing systems

Support HR, finance, and team leads with administrative tasks

Coordinate internal communications and basic customer support

Handle procurement, travel bookings, and office supplies

Requirements:
Diploma or Degree in Business Administration, Office Management, or related field

5+ years of experience in an administrative or clerical role

Proficiency in MS Office Suite (Word, Excel, Outlook) or Google Workspace

Excellent communication and multitasking skills

Highly organized and self-motivated

Ability to maintain confidentiality and professionalism

We are seeking a highly organised and detail-oriented Administrative support staff. The successful candidate should be willing to manage day to day tasks, coordinating schedules and ensuring smooth operation of our office.
Responsibilities; br>1. Provide administrative support
answering phone calls, emails and attending to walk in clients
2. record keeping and filing
3. ensure confidentiality and keeping information sensitive
requirements;
diploma or certificated in business related field
customer services skills an added advantage
computer literate
ability to work with minimal or no supervision

Legal Administrative Secretary- Ngong Road and Westlands
br>Emerge Egress Consulting is a HR Management & Training Consulting Firm established in 2017 based in Nairobi. In essence it focuses in Recruitment, Business & Marketing Strategy and Training Programs for various sectors. We partner with clients in various industries and sectors in order to meet their various needs.

Role Objective
Our clients in the legal sector in Nairobi seek proactive individuals that are ready to contribute to the growth of the organizations in the administrative departments.

Core Duties and Responsibilities
• Organizing and diarizing the Director’s calendar, diaries, scheduling appointments, and coordinating meetings in a pro-active and efficient manner.
• P eparing briefs, minutes and reports for the meetings. < r>• R presenting the Partner and management in various meetings. < r>• T kes on a keen leadership and management role. < r>• H ndling reception and corporate communication via various channels, calls, emails, online and digital platforms. < r>• A tending to mail, phone calls and other corporate communication tools on behalf of the partner. < r>• C rry out various secretarial duties for partner and other staff members as required. < r>• I charge of preparation of Petty Cash and other administrative budgets, follow up on resources utilization reports. < r>• I charge of ensuring that various bills due are paid on a timely basis. < r>• C ordinate logistical aspects for the partner and the office team such as accommodation, travel, visas and transfers at various points and destinations. < r>• H ndle all maintenance, repairs and operational issues to ensure seamless operations. < r>• A t as the key liaison contact for the office between the various stakeholders such as government authorities, suppliers, clients, staff etc < r>• S pervisory In charge of staff-Ensuring their issues are well handled, delegating tasks etc < r>• I voicing and ensuring billing and collection of payments is done in a timely fashion. < r>• T ke part in preparation of bids, tenders, proposals, presentations in order to ensure that the business development initiatives turnaround time are well achieved. < r>• P epare and be an integral part of execution team for office events as needed such as tournaments, sponsorships etc. < r>• A y other duties as allocated. < r>
Job Specifications and Qualifications
• D ploma in Law/Business Administration and or related field. < r>• A least 3 years’ experience.

Key Competencies
• E cellent organizational skills < r>• P oactive < r>• H gh Integrity < r>• C nfidentiality < r>• A aptability and Flexibility < r>• E cellent verbal and written communication skills