Front Desk Agent (Nairobi)

Role Overview

As a Front Office Receptionist, you will manage guest arrivals and departures, handle front-desk payments and respond to enquiries throughout each shift. Your attention to detail and welcoming service help guests feel looked after while keeping room information and account records accurate.

Key Responsibilities

• Welcome arriving guests, complete registration, allocate rooms and accommodate special requests where possible, assisting with registration forms when needed.
• Explain room and hotel services and use appropriate suggestive selling to support room upgrades and promote other offerings.
• Confirm payment arrangements, follow credit-check procedures and direct cash payments to the appropriate cashier process.
• Complete departure formalities, check for outstanding charges, collect payment, settle accounts and provide guests with invoice copies.
• Process front-office transactions, including posting guest charges and exchanging foreign currency in line with established procedures; balance the cash float at shift end.
• Respond to questions and requests in person and by telephone, taking action or referring matters such as complaints, messages and safe-deposit-box requests to the appropriate colleague.
• Keep Housekeeping informed about room-status needs, including early arrivals, late departures and guest preferences.
• Stay current on hotel services, daily operations, meetings and reservation procedures, and maintain an orderly work area.

Requirements & Qualifications

• Kenyan citizenship and a certification in Front Office Operations.
• Two to three years of experience as a receptionist or guest relations officer, preferably in an international five-star hotel.
• Experience as a telephone operator in an international five-star hotel.
• Strong spoken and written English; an additional language is an advantage.
• Advanced working knowledge of Microsoft Word, Excel and PowerPoint, as well as OPERA.
• Professional presentation, excellent grooming and confidence in professional etiquette.
• Clear communication and guest-service skills, with a friendly, caring approach and the ability to work collaboratively.
• Flexibility to work a changing schedule and respond effectively to guest needs.