Gilgil Hotel Receptionist Jobs in Kenya

Gilgil Hotel Receptionist Jobs in Kenya


General

  • Coordinate activities of the departments concerned with Front office operations.

  • To regularly and systematically check standards and identify action for improvement

  • To have a working knowledge of all aspects of the Front office and maintain constant
    involvement of self in tasks

  • To respond to customer comments and feedback in line with Hotel policy.

  • To encourage a proactive culture to minimise all customer complaints.

  • To develop a culture to ensure consistent excellence in customer service.

  • Prepare daily, weekly, monthly quarterly and annual sales reports to the Manager: RBA
    using the prescribed format.

  • To prepare detailed monthly reports to the Manager; RBA of the departments activities
    on or before the 3th of every month.

  • Maintaining and defending the oath of secrecy in relation to sensitive information that
    he/she accesses in the line of duty without close supervision to do that.

  • Any other duty that could be delegated by the hotel Manager from time to time

    Main Duties and Responsibilities

  • 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.

  • Use 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 guest’s preferences and special
    requests.

  • Build strong relationships and liaise with all other department's especially Front office,
    reservations etc.

  • Operates the EPBX (Electronic Private Automatic Branch Exchange) 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 banking 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.

  • Performs other duties as assigned, requested or deemed necessary by management.

  • 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.

  • Take responsibility in the absence of the Duty Manager / manager.

  • As a supervisor you will be a role model, sharing your expertise and continually inspiring the front office team.

  • To check and confirm on room status before the guests arrive.

  • Monitor daily bookings and ensure assigned rooms are prepared prior to check-in.

  • Coordinate luggage collection and storage.

  • including reservations and financial transactions.

  • Promptly address guests’ requests, like in-room dining.

  • Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized
    services.

  • Coordinate and manage communication between guests and staff and follow up to ensure we
    resolve customer concerns.

  • To ensure that all bookings are paid for the accommodation one day to two days before
    arrival.

    Education and Experience

  • Diploma in Front office with 2 years expedience.

  • Certificate in Front office with 3 years’ experience.

  • Hands-on experience with cleaning and maintenance tasks for large organizations.

    Corporate Competencies:

  • Demonstrates commitment to the Hotel mission, vision and values.

  • Displays cultural, gender, religion, tribal, and age sensitivity and adaptability.

  • Treats all people fairly without favouritism.

  • Demonstrates strong adherence to Hotel business ethical standards.

    Key Competencies

  • Computer proficiency.

  • Leadership abilities.

  • Communication skills, both spoken and written.

  • Document processing.

  • Filing.

  • Problem solving.

  • Attention to detail.

    How to Apply

  • For more information and job application details, see; Gilgil Hotel Receptionist Jobs in Kenya



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