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GitLab
CLOSEDNairobi, Kenya
Closing: Jun 8, 2023
5 days remainingPublished: May 27, 2023 (7 days ago)
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Introduction
Designed by a team of highly skilled local and international multi award winning design firms, our hotel is a game changer in the East African hospitality market. The5-star hotel is based in Runda, Off Norther Bypass Road spreading over 8 acres.
The new luxury hotel features the highest standard, exquisitely designed: 211 guest rooms, an array of restaurants & bars, night club, swimming pool, gym & spa, events’ garden as well as extensive MICE facilities to cater for over 2,000 guests.
Beyond design, the hotel also aims to take customer centricity & employee satisfaction to a new level in the industry. Glee Nairobi is due to open in Nairobi, Kenya soon. For more information, please follow the link below:
Job Brief
The Front Office Agent and Guest Service Agent is responsible for increasing customer satisfaction by providing efficient, prompt, trouble free and courteous Front Office service connected with arriving, in-house and departing guests. The function should be supportive, proactive, analytical and entrepreneurial; creating memorable experiences for our guests and fostering an empowered environment for the team. They should be able to work closely with all key business partners in order to achieve quality results. The job incumbent acts as a brand ambassador for the hotel, reflecting the company culture and values.
Applicant to specify Front Office role of interest in the cover letter - Front Office Agent, Guest Services Agent and Business Centre Agent
Introduction
Designed by a team of highly skilled local and international multi award winning design firms, our hotel is a game changer in the East African hospitality market. The5-star hotel is based in Runda, Off Norther Bypass Road spreading over 8 acres.
The new luxury hotel features the highest standard, exquisitely designed: 211 guest rooms, an array of restaurants & bars, night club, swimming pool, gym & spa, events’ garden as well as extensive MICE facilities to cater for over 2,000 guests.
Beyond design, the hotel also aims to take customer centricity & employee satisfaction to a new level in the industry. Glee Nairobi is due to open in Nairobi, Kenya soon. For more information, please follow the link below:
Job Brief
The Front Office Agent and Guest Service Agent is responsible for increasing customer satisfaction by providing efficient, prompt, trouble free and courteous Front Office service connected with arriving, in-house and departing guests. The function should be supportive, proactive, analytical and entrepreneurial; creating memorable experiences for our guests and fostering an empowered environment for the team. They should be able to work closely with all key business partners in order to achieve quality results. The job incumbent acts as a brand ambassador for the hotel, reflecting the company culture and values.
Applicant to specify Front Office role of interest in the cover letter - Front Office Agent, Guest Services Agent and Business Centre Agent
Receives guests in a professional and friendly manner, satisfying guest expectations from arrival through to departure
Is available to register, process, and greet guests promptly
Checks the daily arrival list
Welcomes customers to the hotel
Responds to customer requests for information about the hotel and its surroundings
Arranges for special services requested by the guests
Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shift
Arranges fulfilment of guest services by working with Bell staff, Housekeeping, Reservations and Room Service
Allocates rooms and issues appropriate keys
Follows-up and verifies arrivals by updating registration cards in regards to spelling of guest’s name, address and method of payment
Changes room rates and guest rooms if approved by management
Handles incoming guest room reservations
Handles reservations for guests with rental cars, restaurants, etc.
Is aware, at all times, of current room status and room availability
Is fully aware of the relevant service concepts
Is fully aware of, and knows how to handle, all current and future hotel promotions
Utilizes yield management to maximize room revenue
Increases hotel revenue by promoting food and beverage alternatives within the hotel
Minimizes loss of revenue by adhering to all established credit policies and procedures
Insures all guests establish credit upon check-in
Monitors customer accounts to insure adherence to hotel credit limits by completing high balance reports and verifies accuracy of registration information
Improves timeliness of cash flow by adhering to established credit and inventory control policies and procedures
Receives proper approval codes for cash and credit card paying guests
Identifies and records special billing instructions and notifies Finance and immediate supervisor
Completes
shift closing accurately by getting appropriate approval signatures and authorization
codes where applicable
Adheres to hotel policies and procedures regarding the use of cash banks
Communicates effectively with guests, colleagues, and supervisors
Demonstrates teamwork by co-operating and assisting colleagues as needed
Handles difficult situations swiftly and effectively
Keeps effective key control as per relevant policies and procedures in place
Ensures that guest mail and messages are delivered correctly and promptly
Demonstrates a working knowledge of all services and facilities of the hotel, and effectively assists the hotel’s guests
Uses the ABC approach to respond to negative comments and complaints; and notifies Front Office Supervisor immediately for appropriate follow-up
Attends all Front Office department meetings
Cooperates in the performance of any reasonable task requested by the management
Requirements
Applications submitted via Fuzu have 32% higher chance of getting shortlisted.