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Front Office Receptionist Job in Nairobi, Kenya

Job Summary

Welcomes and registers hotel guests, explaining the accommodations and establishing credit or method of payment. Checks guest out of the hotel, preparing and explaining the bill. Responds to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Ole- Sereni’ policies.

·         Have worked at grade 1 – 2 in the hotel industry at an Equivalent position.
·         Clearly Demonstrated customer Service skills and talent
·         C+ in KCSE
·         Have undertaken either internally or through other sources the following course:
·         Customer Care / Hospitality
·         Communications Skills
·         Checks in guest in an efficient and friendly manner, using guest name whenever possible.
·         Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner. Interaction with guest will be in person and by phone
·         Accepts reservations, changes and cancellations in the absence of Reservations Department Staff. Can answer guest calls and direct them appropriately in the absence of a Switch Board Attendants
·         Filing of guest registration cards accordingly and ensuring that the guest registration forms are attached with the cover letters which have the billing instructions.
·         Ensure room allocation is done as per guest request and correct rate charged. Any upgrade MUST be authorised by the Sales Manager/ Front Office Manager or Supervisor. Arrange for luggage to be delivered to guest room. Issues correct keys to the guest.
·         Check in guests as per the SOPs and ensure that they are properly registered into the System, relevant documentation attached and filed.
·         Take deposit/down payment from guests settling their bills directly upon arrival
·         Ensure every guest is ushered to their rooms upon check in.
·         Ensure there is enough operational float at all times
·         To print the contingency reports, i.e. departure list, high balance report, in-house guest list, guest ledger balance report, at the beginning of every shift at 7am, 3pm and 11pm. This will be filed in the respective files as a backup In-case of system failure.
·         Correctly performing Forex exchanges at the applicable rates in liaison with Finance department.
·         Ensure departure list are ready with all the chitties attached to the guest folios prior to guest check out.
·         Maintains a balanced bank assigned by the hotel. Makes change, cash cheques, exchanges foreign currency. Reconciles all transactions at the close of each shift
·         To efficiently check out guests and receive any payments related to their stay while transferring the city ledger bills to the respective company and attaching the correct correspondences. Ascertains guest satisfaction, collects keys, posts late charges and presents bill to guest. Settles bill accurately through credit card or cash transaction
·         When checking out any guest, check with other revenue generating departments esp. Mini-bar in case there is any other item consumed and not posted.
·         Ensure all the departed rooms have been checked out from the system as the guests check out and the room key taken back from the guest. Check and ensure there are no bills in the dummy account, in case of any, alert the manager.
·         Ensure any rebates/allowances/Discounts are authorised by the Front Office Manager/ GRE/Shift leader and posted in their respective revenue codes
·         Ensure that all cash collections for your shift are recorded accurately in the cashier book and deposited in the main safe deposit box.
·         Provides basic trouble-shooting support for in-room services such as Internet, TV movies, games, and Web service
·         Works closely with the Porters to ensure smooth handling of guest luggage, deliveries and special requests
·         To read function sheets, guest correspondence letters, memorandums and any other relevant information to ensure that communication between the Front Office department and all other department is maintained at all times.
·         To have up to date information on daily room occupancy
·         To check on VIP reservations, complete their pre-registration formalities and extend to them the regular courtesies
·         Attending to calls, both internal and external calls as per the standards.
·         To maintain up-to date information on room rates, current promotions, offers and packages
·         Sell guest rooms at rack rate for walk-ins or the Best Available rate of the day.
·         Action the housekeeper’s report immediately, reporting any discrepancies to the Front Office supervisor and pass it to the housekeeping for investigations and follow up. Ensure that the room status is frequently up dated so as to show the occupied, vacant, due outs, clean, dirty and out of order rooms.
·         To co-ordinate with housekeeping for clearing of rooms
·         To ensure that all check-ins and check-outs are handled smoothly without unnecessary delay or discomfort to any guest
·         To ensure that proper records are maintained for all telephone calls from the rooms
·         Ensure any changes pertaining to room allocation are communicated to housekeeping and GROs so as to plan and prepare amenities, i.e. fruit baskets, flowers, etc accordingly.
·         Ensure guest messages are received, handled and delivered promptly to the rooms and a proper record in liaison with the concierge
·         Ensure the Front Office Reception /Back Office is kept neat at all times.
·         Ensure all group rooming lists are distributed accordingly and promptly. This is for the purpose of call times, information and luggage distribution.
·         To promote hotel facilities, Food and Beverage Outlets, Conference and banqueting, business centre, maximising internal sales.
·         To maintain a good knowledge of reservation procedures, rates, promotions, and room up selling. To be aware of availability and take reservations where necessary.
·         Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of the Concierge, Bell Staff, Business Center, and lobby coverage
·         To anticipate and provide for guest needs.
·         To promote a helpful, caring and professional image to guests and staff at all times.
·         Alert the Shift Leaders, GRE or Front Office Manager whenever you recognise suspicious looking person or a known difficult guest.
·         To attend and participate fully in departmental and company training sessions as required by the hotel management, and to implement the given training as well as to taking responsibility for your personal development within the company.
·         Have thorough knowledge of Ole-Sereni, its history, facilities and activities available.
·         Keep alert for guests leaving the hotel, especially for comments which could be useful in evaluating the performance of the hotel both favourable and unfavourable.
·         To give proper and complete handover to the next shift
·         To handle all guests without bias or prejudice
·         To follow the house rules and policies laid down by the management
·         To adhere to strict grooming and hygiene standards
·          To consciously and continuously strive to better his/ her skills and increase his/ her knowledge

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