Summary
Care Connects Us!
It all starts with people who care. At Hyatt, we
believe in the power of belonging – of making people feel at home no matter
where they are in the world. We turn trips into journeys, encounters into
experiences and jobs into careers. Join a team that is making travel more
human. Connected. Sustainable. Here, everyone’s role matters. Opportunities are
yours to shape. Your individuality is celebrated. At the heart of Hyatt is our
shared belief that hospitality is more than just a job – it’s a career for people
who care. People like you. People like us.
At Hyatt Place Nairobi Westlands & Hyatt House
Nairobi Westlands, we are looking for Front Office Agent responsible for
increasing customer satisfaction by providing efficient, prompt, trouble free
and courteous Front Office services connected with arriving, in-house and
departing guests. They should be able to work closely with all key business
partners in order to achieve quality results in guest experience. The job
incumbent acts as a brand ambassador for the hotel, reflecting the company
culture and values.
Key Responsibilities:
- Receives guests in a professional and friendly manner,
satisfying guest expectations from arrival through to departure.
- Is available to register, process, and greet guests promptly.
- Checks the daily arrival list.
- Welcomes customers to the hotel.
- Responds to guest requests for information about the hotel and
its surroundings.
- Arranges for special services requested by the guests.
- Stays current with developments in the hotel by reviewing the
communication logbook each shift; updates logbook for next shift.
- Arranges fulfilment of guest services by working with Bell
team, Housekeeping, Reservations and any other depending on the
request/service.
- Allocates rooms and issues appropriate keys.
- Follows-up and verifies arrivals by updating registration
cards ensuring correct spelling of guest’s name, addresses and method of
payment. • Changes room rates and guest rooms after approval by
management.
- Handles incoming guest room reservations.
- Handles reservations for guests on transfers, restaurants,
etc.
- Is aware, at all times, of current room status and room
availability.
- Is fully aware of the relevant service concepts.
- Is fully aware of, and knows how to handle, all current and
future hotel promotions.
- Utilizes yield management to maximize room revenue.
- Increases hotel revenue by promoting food and beverage
alternatives within the hotel.
- Minimizes loss of revenue by adhering to all established
credit policies and procedures.
- Ensures all guests establish credit upon check-in.
- Monitors guest accounts to ensure adherence to hotel credit
limits by completing high balance reports and verifies accuracy of
registration information.
- Improves timeliness of cash flow by adhering to established
credit and inventory control policies and procedures.
- Receives and records proper approval codes for cash and credit
card paying guests.
- Identifies and records special billing instructions and
notifies Finance and immediate supervisor.
- Completes shift closing duties accurately.
- Adheres to hotel policies and procedures regarding the use of
cash banks.
- Communicates effectively with guests, colleagues, and
supervisors.
- Demonstrates teamwork by co-operating and assisting colleagues
as needed.
- Handles difficult situations swiftly and effectively.
- Communicates open and closed dates, availability and condition
of rooms to the Front Office Team Leader.
- Keeps effective key control as per relevant policies and
procedures in place.
- Ensures that guest mail and messages are delivered correctly
and promptly.
- Demonstrates a working knowledge of all services and
facilities of the hotel, and effectively assists the hotel’s guests.
- Uses the ABC (Attitude, Behavior & Conflict) approach to
respond to negative comments and complaints; and notifies Front Office
Team Leader immediately for appropriate follow-up.
- Attends and participates in all Front Office department
meetings.
- Cooperates in the performance of any reasonable task requested
by the management.
- To perform all duties and responsibilities in a timely and
efficient manner in accordance with established hotel policies to achieve
the overall objectives of the position.
- To ensure that Hyatt Place & Hyatt House Nairobi,
Westlands’ Front Office Policies and Standard Operational Procedures are
adhered to at all times
Qualifications
- Diploma or bachelor’s degree in Tourism/Hotel Management or
its equivalent
- 2+ years of experience, preferably in an international brand
hotel environment
- Guest services experience
- Proven track record in a similar role
- Strong analytical, interpersonal and problem-solving skills
- Excellent Microsoft Office application and PMS experience is
required
- Highly organized, ability to be flexible and proven skills
working in an environment with constant standing and walking throughout
the shift
- Ability to deal efficiently with complaints exhibiting a solid
customer service approach
- The ability to remain positive and focused in a fast-paced
environment
- Great computer skills with proficiency in front office
operations systems especially Opera.
How To Apply
