Job Description
Duties and Responsibilities:
Reserve, register and assign rooms to guests, provide continuous source of information during their stay in the hotel
Prepare and update guest bills on daily basis
Handle booking correspondences
Obtain feedback from guests & clients
Supervise room racks, guest rack, reservation rack, guest room keys.
Receive & distribute guest mail
Review of existing standards & procedures while implementing new best practices to ensure a seamless delivery of front office service
Solve guest’s problems to their satisfaction
Co-ordinate special needs with other Heads of Departments e.g. airport shuttle or special diets
Manage, schedule and supervise all the staff issues of front office department
Promote sales and a full house status
Prepare and submit daily departmental sales report to the accountant
Conduct annual/quarterly appraisals for front office team
Ensure that the front office team functions are professional and consistent standards expected in providing a high level of customer focus to meet business needs.
JOB SPECIFICATION AND OTHER INFORMATION RELATED TO THE JOB
Level of Education/Academic Qualification
Kenya Certificate of Secondary Education (KCSE)
Diploma in Front Office Operations/ Public Relations
Specialized Training/Professional Qualifications
Diploma in any other related area.
Other Competences:
Ability to work long hours
Mature and courteous
Strong interpersonal skills and inter-cultural orientation with appreciation of different cultural and religious backgrounds of guests.
Good communication skills with good command of English and Kiswahili
Ability to handle all complaints with tact, courtesy and initiative
Relevant Job Experience
Must have worked in a similar position for at least TWO years.
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