Front Office Agent

Front Office Agent

Job Type Full Time Qualification BA/BSc/HND , Diploma

Experience

• Location Nairobi

• Job Field Administration / Facilities

• WHAT YOU WILL DO

As Front Office Agent, you will:

• Welcome arriving guests genuinely and warmly, making direct eye contact and recognising returning guests whenever possible.

• Complete check in and check out processes accurately and efficiently.

• Create a personalised arrival experience rather than simply handing over a room key.

• Brief arriving guests on the House, our restaurants, experiences, facilities and services.

• Handle room reservations, amendments and guest enquiries.

• Monitor room status information and work closely with Housekeeping to support smooth room readiness and guest arrivals.

• Maintain accurate guest profiles within the Property Management System.

• Capture and update guest preferences and relevant history to support more personalised future stays.

• Identify duplicate guest profiles and maintain accurate guest records.

• Process guest payments accurately and securely.

• Handle cashiering, invoices, PDQ transactions and other Front Office financial responsibilities in accordance with company procedures.

• Handle approved foreign currency transactions in accordance with company procedures.

• Maintain accurate records, reports and supporting documentation.

• Respond promptly to telephone calls and guest enquiries.

• Coordinate guest requests with Housekeeping, Maintenance, Food & Beverage, Security and other departments.

• Follow up on requests rather than assuming someone else has handled them.

• Identify guest concerns early and take appropriate action.

• Resolve reasonable guest concerns within your authority and escalate appropriately when additional intervention is required.

• Record guest feedback and ensure important information is communicated during shift handovers.

• Maintain an organised, professional and welcoming Front Desk environment.

• Protect guest information and maintain strict confidentiality.

• TURN GUESTS INTO RAFIKIS

• This is an important part of the job.

• We don't want every conversation to sound like:

• “Good afternoon. Passport please. Here is your key. Breakfast is at 7.00am.”

• That is a transaction.

• We want you to create genuine relational conversations.

• Learn names.

• Remember faces.

• Understand preferences.

• Notice birthdays and anniversaries.

• Ask guests about their stay.

• Follow up on yesterday's conversation.

• Remember the restaurant they enjoyed.

• Recognise them when they walk through the House again.

• A guest should not have to introduce themselves to us repeatedly.

• The more we know our guests, the better we can host them.

• YOU ARE ALSO COMMERCIAL

• Exceptional hospitality and commercial awareness should work together.

• You should be comfortable identifying opportunities to increase guest spend without turning every conversation into a sales pitch.

This may include:

• Upselling appropriate room categories.

• Promoting relevant hotel packages and experiences.

• Recommending our restaurants and dining experiences.

• Encouraging appropriate room extensions or late check outs where available.

• Identifying opportunities for future stays.

• Understanding current promotions well enough to recommend them naturally.

• Contributing towards Front Office and hotel revenue targets.

• The objective is not to push products.

• Understand the guest first, then recommend something relevant.

• WHAT WE ARE LOOKING FOR

You should bring:

• A Diploma in Hotel Management, Front Office Operations or another relevant qualification from a recognised hospitality or tourism institution.

• A relevant degree will be an added advantage.

• Proven experience as a Front Office Agent, Guest Service Agent, Receptionist or similar guest facing hotel professional.

• Previous experience in a 4 or 5 star hotel, lifestyle hotel, boutique hotel or premium hospitality environment is strongly preferred.

• Hands on experience using a Property Management System such as Opera.

• Experience handling guest check ins, check outs, reservations and room enquiries.

• Experience with cashiering, invoices, cash handling and PDQ payment terminals.

• Basic bookkeeping and numerical accuracy.

• Good working knowledge of Microsoft Word and Excel.

• Confidence using multi line telephone systems and standard Front Office equipment.

• Excellent spoken and written English.

• Strong communication and interpersonal skills.

• A warm, expressive and naturally engaging personality.

• Strong organisational ability and attention to detail.

• The ability to remain composed and productive during busy arrival and departure periods.

• Confidence dealing with guest complaints and difficult situations.

• Commercial awareness and willingness to contribute towards revenue targets.

• High standards of honesty, integrity and confidentiality.

• Flexibility to work shifts, including evenings, weekends and public holidays.

• Check how your CV matches this job