Job Title: Front Desk Agent
Responsible
for welcoming guests, managing check-in and check-out procedures, handling
reservations and room assignments, responding to guest inquiries, managing
telephone calls and correspondence, processing payments, maintaining accurate
guest records, coordinating with housekeeping and other departments. Requires a
relevant qualification in Hospitality Management, Front Office Operations, or a
related field. The position i sbased in Nairobi and requires on-site work.
Key Responsibilities
Check in
the arriving guest and check out the departing guests in a friendly and caring
manner according to the Kempinski and KEA standards.
Upon
check in, register guest and assign rooms. Accommodate special requests
whenever possible. If needed, assist guests in completing the registration
cards. Use suggestive selling techniques to sell rooms and to promote
other services of the hotel. Verify the guest’s method of payment and follow
established credit-checking procedures or refer cash handling payment to
cashiers.
Upon
departure of guests, process the guest check out procedures. Inquire for last
minute charges. Receive payment from guests. Settle the guest account and
give copy of the invoice.
Handle
all front office cashiers’ transactions such as posting charges to guests and
exchanging foreign currency according to the procedures. At the end of
shift, balance their cash float.
Answer
all guest requests and questions in a friendly and caring manner, whether by
telephone or in person, provide/receive information and takes appropriate
actions or refer the matters to the relevant persons to handle. It may be
and not inclusive of issuing a safe deposit box, handling messages or dealing
with a complaint.
Coordinate
room status updates with the housekeeping department by notifying them of late
check-outs, early check-ins and special requests.
Keep
themselves informed of product and service knowledge as well as the hotel daily
and meeting activities.
Possess a
working knowledge of the room reservation procedures.
Maintain
the neatness of his/her working area.
Additional
responsibilities and tasks can be added at any time according to the needs of
the business and of the hotel.
Qualifications
Kenyan
citizen
Certification
in Front Office Operations.
2 to 3
years’ experience as a Receptionist, Guest Relation Officer in an international
5-star hotel preferably.
Experience
as a telephone operator at an international 5-star hotel
Presentable,
well-spoken individual
English –
excellent oral and written skills.
Excellent
grooming skills and must be well versed in professional and personal etiquette.
Additional
foreign language – beneficial
Advanced
knowledge in Microsoft Office (Word, Excel and PowerPoint) and Opera.
Ability
to work as part of a team.
Good
welcoming/communication skills, Friendly and caring attitude, Flexibility in
the scheduling and Customer service orientation
