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Customer support, client care Jobs in Kenya

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Glee Hotel

Only on Fuzu

Front Office & Guest Services Agents

Nairobi, Kenya

Eden Life

Only on Fuzu

Customer Service Coordinator

Nairobi, Kenya

Majorel Kenya Limited

Real Time Analyst (RTA)

Nairobi, Kenya

Telkom Kenya

Only on FuzuCLOSED

Manager, Quality And Business Process Improvement

Nairobi, Kenya

Telkom Kenya

Only on FuzuCLOSED

Corporate & SME Relationship Manager

Nairobi, Kenya

Telkom Kenya

Only on FuzuCLOSED

Billing & Retention Team Leader

Nairobi, Kenya

BF SUMA

Fast Apply
Only on FuzuCLOSED

Operation Executive

Nairobi, Kenya

GitLab

CLOSED

Manager, Customer Success Managers

Nairobi, Kenya

Old Mutual

CLOSED

IT Helpdesk Analyst

Nairobi, Kenya

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GitLab

CLOSED

Professional Services Practice Manager

Nairobi, Kenya

Only on Fuzu

Front Office & Guest Services Agents

Closing: Jun 8, 2023

5 days remaining

Published: May 27, 2023 (7 days ago)

Job Requirements

Education:

Work experience:

Language skills:

Job Summary

Contract Type:

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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:

https://gleehotel.com/

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

Responsibilities

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:

https://gleehotel.com/

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

  • Diploma or Bachelor’s Degree in Tourism/Hotel Management or its equivalent
  • 3+ years of experience, preferably in a luxury hotel environment
  • Guest services experience
  • Proven track record in a similar role
  • Strong analytical, interpersonal and problem-solving skills
  • Excellent Microsoft Office application and PMS experience is required
  • Highly organized, ability to be flexible and proven skills working in an environment with constant standing and walking throughout the shift
  • Ability to deal efficiently with complaints exhibiting a solid customer service approach
  • The ability to remain positive and focused in a fast-paced environment
  • Great computer skills with proficiency in front office operations systems


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