Front Desk Agent

Villa Rosa Kempinski Nairobi is a luxury 5-star hotel offering premium hospitality services. It is part of the Kempinski Hotels group, known for its distinctive European luxury and commitment to guest satisfaction.

The Front Desk Agent is tasked with providing friendly and attentive service to hotel guests, managing their arrival and departure processes according to established Kempinski and KEA standards. This position is crucial for upholding the hotel's professional image, as the agent is often the first and last point of contact for guests. Key aspects include supporting financial policies, following procedures, and actively engaging in up-selling to boost room revenues.

1. Efficiently check in arriving guests and check out departing guests, adhering to Kempinski and KEA standards.
2. Register guests upon arrival, assign rooms, and accommodate special requests when possible, assisting with registration cards if needed.
3. Utilize suggestive selling techniques to promote rooms and other hotel services, verifying payment methods and following credit-checking procedures or directing cash payments to cashiers.
4. Process guest check-out procedures, inquire about any last-minute charges, receive payments, settle accounts, and provide invoices.
5. Handle all front office cashier transactions, including posting charges and exchanging foreign currency according to procedures, and balance the cash float at the end of each shift.
6. Respond to all guest requests and questions politely, whether by phone or in person, providing information, taking appropriate action, or referring matters to relevant personnel.
7. Coordinate room status updates with the housekeeping department, informing them of late check-outs, early check-ins, and special requests.
8. Stay informed about hotel products, services, daily activities, and meeting schedules.
9. Maintain a working knowledge of room reservation procedures.
10. Ensure the neatness and organization of the working area.

1. Must be a Kenyan citizen.
2. Hold a certification in Front Office Operations.
3. Possess 2 to 3 years of experience as a Receptionist or Guest Relations Officer, preferably in an international 5-star hotel.
4. Experience as a telephone operator in an international 5-star hotel is required.
5. Be presentable and well-spoken.
6. Demonstrate excellent oral and written English language skills.
7. Exhibit excellent grooming skills and be proficient in professional and personal etiquette.
8. Knowledge of an additional foreign language is beneficial.
9. Have advanced knowledge of Microsoft Office (Word, Excel, PowerPoint) and Opera systems.
10. Possess the ability to work effectively as part of a team.
11. Display good welcoming and communication skills, a friendly and caring attitude, flexibility in scheduling, and a strong customer service orientation.