Customer Experience (CX) Specialist

About the Role

Artcaffe Coffee and Bakery is seeking a Customer Experience (CX) Specialist to join our team in Nairobi. This is a key position responsible for ensuring exceptional guest experiences, leading team performance, and driving sales across our high-volume hospitality environment.

Key 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 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

Reporting & Insights

• Submit weekly reports on guest feedback, wins, and team performance

Required Qualifications

• 5+ years in a supervisory role in a high-volume hospitality setting
• Degree or diploma in Food & Beverage or related field
• Exceptional communication and interpersonal skills with a passion for guest and team engagement
• Demonstrated confidence in service recovery, coaching, and driving sales
• Energetic, sales-driven, and committed to excellence
• Flexible availability for late nights, weekends, and public holidays