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
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
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
Build strong relationships and liaise with all other department's especially Front office,
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
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
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.
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.
Communication skills, both spoken and written.
Attention to detail.
How to Apply
For more information and job application details, see; Gilgil Hotel Receptionist Jobs in Kenya
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