Front Desk Agent (Nairobi)

The incumbent in this position is responsible for checking-in and checking-out Hotel guests in a friendly and caring manner according to the Kempinski procedures and KEA standards.  At all times, he/she must display a professional and positive image of the hotel as they play a crucial role in the first and last impression the guest receives of the hotel. Ensure financial Policies and Procedures are supported and followed, Up-selling is focused on and executed in order to increase room revenues. The incumbent will report to Front Desk Supervisor.

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. 
• Ensure that KEA results are above 85% and CSS (Customer Satisfaction Survey) results are rated on an average with “5” and above.
• 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.

Skills, Knowledge and Expertise

• Certification in Front Office Operations.
• 2 to 3 years’ experience as a Receptionist, Guest Relation Officer in an international 5-star hotel preferably.
• Presentable, well-spoken individual
• English – excellent oral and written skills.
• Excellent grooming skills and must be well versed in professional and personal etiquette.
• Luxury Hotel Experiences. 
• General knowledge of hospitality, tourism and business-related information.
• Knowledge of hotel products and services.
• 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

Benefits

Medical Cover, Pension