Customer Experience (CX) Specialist at Artcaffe Coffee and Bakery

Artcaffe Coffee and Bakery

Kenya
Permanent
Full-time

1 month ago

A warm and inviting space filled with fresh cut flowers, an overflowing bookcase, freshly baked breads & patisserie, the heartwarming scent of fresh coffee and relaxing music set within some of Nairobi's most dynamic malls; ArtcaffÃ© is a haven from hectic city life. We give our customers a place to rest and relax over great food and drinks made by our passionate team of chefs, baristas and mixologists, to ensure each visit is a memorable experience.Customer Experience (CX) SpecialistKey Responsibilities

Guest Engagement:
Ensure a seamless and delightful guest journey-from warm welcome to fond farewell.
Gather feedback and encourage guests to share their experiences through Google reviews.
Team Leadership & Influence:
Lead by example with a strong on-floor presence.
Motivate, mentor, and coach team members in real time to elevate service standards. Operational Excellence:
Collaborate with shift managers and kitchen teams for smooth, efficient service.
Proactively resolve issues during high-volume shifts and special events.
Sales & Upselling:
Drive revenue by actively promoting Artcaffé’s delicious offerings through upselling.
Boost sales during peak hours and events.
Brand Representation & Growth:
Confidently represent Artcaffé at events, building strong guest relationships.
Foster loyalty that keeps guests coming back for more!
Reporting & Insights:
Submit weekly reports on guest feedback, wins, and team performance.

Qualifications:

5+ years in a supervisory role in a high-volume hospitality setting.
A degree or diploma in F&B or any other related course
Exceptional communication & interpersonal skills-you love engaging with guests and teams!
Confident in service recovery, coaching, and driving sales.
Energetic, sales-driven, and committed to excellence.
Flexible availability for late nights, weekends, and public holidays.

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