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Front Office Receptionist Job in Nairobi Kenya

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
  • 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
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