Summary Of Responsibilities
Reporting to the Front Office Manager, responsibilities and essential job functions include but are not limited to the following:
Consistently offers professional, engaging and friendly service
Ensure Outstanding customer care at all times.
Maintains a friendly, cheerful and courteous demeanour at all times.
Courteously and accurately answers inquiries from potential guests and accepts hotel reservations.
Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.
Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.
Supervise daily shift process ensuring all team members adhere to standard operating procedures.
Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.
Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
Adhere to company credit limit / floor limit policies.
Allocate rooms to expected arrivals after checking the guests preferences and special requests.
Build strong relationships and liaise with all other department’s especially housekeeping, reservations etc.
Operates the EPBX equipment, including, assisting incoming & outgoing calls, setting wake-up calls, enabling DND (Do Not Disturb) and paging for in-house guests.
Cross Check all billing instructions are correctly updated
Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
Ensure Front office log book and hotel log book is always updated and actioned upon.
ensures safety by following guest check in and security procedures and reporting suspicious activity to security, manager, or MOD.
Participate in hotel committees and task force assignments.
Assist all departments in servicing the guests during high volume periods.
Takes responsibility in the absence of the Duty Manager / Front office manager
As a supervisor you will be a role model, sharing your expertise and continually inspiring the front office team.
Primary Location
Kenya-Mount Kenya-Fairmont Mount Kenya Safari Club
Employee Status
Regular
Job Level
Management / Supervisory
Schedule
Full-time
Shift
Day Job
Qualifications
Previous experience is an asset
Degree or Diploma in Hospitality Management is an asset .
Computer Knowledge and experience in MS office programs.
Experience
Minimum 2 to 3 years work experience as Front Office Associate / Front office cashier in a hotel.
Physical Aspects Of Position (include But Are Not Limited To)
Constant standing and walking throughout shift
Visa Requirements: This position is open to Kenyan citizens only
