Job
Title: Front
Office Receptionist
Duty
Station: Nairobi
Job Purpose: To effectively supervise front desk operations, ensuring adequate cover and consistent and efficient customer service is provided in a busy town hotel.
Indicators of Good Performance on the job
- To
ensure that the highest standards of hospitality and welcome are
demonstrated at all times.
- To
complete all relevant procedures as laid down.
- Front
office adequately covered at all times
- Accurate
and timely reports
- Guest
complaints kept within set standards/ to a minimum
Key
Duties
- To
be fully conversant with special promotions offered by the hotel and to
pass this information on to the guest whenever the possibility arises.
- To
promote the other departments within the hotel at every given opportunity
in order to maximize hotel sales.
- To
make sure that all reservations have the correct deposit taken.
- To
ensure that all confirmations are sent out by the end of the shift.
- To
be aware of the hotel availability and that every opportunity to maximise
room sales is taken.
- Provide
a hospitable service to the standards laid down by the hotel.
- To
offer assistance to other departments, including Bar, Restaurant, Spa and
Housekeeping whenever you are needed.
- Whenever
possible to anticipate guests’ needs, to be aware of all written and
spoken requests, to carry out these requests in a courteous and helpful
manner.
- To
be fully conversant and able to operate the hotel’s front office systems.
- To
ensure that all charges are correctly posted to the guests bills following
the standard procedures.
- To
deal with cash, cheque and credit transactions and to ensure that any
discrepancies are reported immediately.
- To
ensure that all messages received for guests are passed on accurately and
as quickly as possible.
- To
carry out all Reception duties following procedures as outlined in the
S.O.P. Manual.
- To
ensure the security of guests property, and lost property following
security procedures.
- To
ensure the correct levels of stationery are maintained at the reception.
- To
arrive for work at the correct time and to ensure your appearance follows
the hotels set standards.
- And
any other duties that may be assigned from time to time.
Knowledge
/ Skills / Experience
- Diploma
in front desk operations from Kenya Utalii college or equivalent
- 3
years experience in front office operations
Competencies
- Work
planning and organization skills
- Strong
supervisory and discipline skills
- Excellent
customer service skills
- Problem
solving and decision making skills
- Attention
to detail
- Excellent
communication and interpersonal skills
- Numeracy
skills
- Public
relations skills