The incumbent in this position is responsible for checking-in and checking-out Hotel guests in a friendly and caring manner according to the Kempinski procedures and Leading Quality Assurance (LQA) standards. At all times, he/she must display a professional and positive image of the hotel as they play a crucial role in the first and last impression the guest receives of the hotel. Ensure financial Policies and Procedures are supported and followed, Up-selling is focused on and executed in order to increase room revenues. The incumbent will report to Front Office Manager / Assistant Front Office Manager.
Villa Rosa Kempinski Villa Rosa Kempinski is a Five Star luxury hotel situated on Chiromo Road, the hotel is just a 5-minute drive to the city centre, and 20 km from Jomo Kenyatta International Airport.The hotel boasts of 200 stylishly-designed and tastefully-decorated rooms and suites spread on 10 floors, 5 themed restaurants, varied conference rooms plus Kempinski The Spa.
· Check in the arriving guest and check out the departing guests in a friendly and caring manner according to the Kempinski and Leading Quality Assurance (LQA) standards.
· Ensure that LQA results are above 85% and CSS (Customer Satisfaction Survey) results are rated on an average with “5” and above.
· Upon check in, register guest and assign rooms. Accommodate special requests whenever possible. If needed, assist guests in completing the registration cards. Use suggestive selling techniques to sell rooms and to promote other services of the hotel. Verify the guest’s method of payment and follow established credit-checking procedures or refer cash handling payment to cashiers.
· Upon departure of guests, process the guest check out procedures. Inquire for last minute charges. Receive payment from guests. Settle the guest account and give copy of the invoice.
· Handle all front office cashiers’ transactions such as posting charges to guests and exchanging foreign currency according to the procedures. At the end of shift, balance their cash float.
· Answer all guest requests and questions in a friendly and caring manner, whether by telephone or in person, provide/receive information and takes appropriate actions or refer the matters to the relevant persons to handle. It may be and not inclusive of issuing a safe deposit box, handling messages or dealing with a complaints.
· Coordinate room status updates with the housekeeping department by notifying them of late check-outs, early check-ins and special requests.
· Keep themselves informed of product and service knowledge as well as the hotel daily and meeting activities.
· Possess a working knowledge of the room reservation procedures.
· Maintain the neatness of his/her working area.
· Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.
Desired Qualifications And Skills
· Basic Certification in Front Office Operations.
· 1 to 3 years experience as a Receptionist, Guest Relation Officer in an international 5 star hotel preferable.
· Presentable, well spoken individual
· English – excellent oral and written skills.
· Excellent grooming skills and must be well versed in professional and personal etiquette.
· Luxury Hotel Experiences.
· General knowledge of tourist and business-related information.
· Knowledge of hotel products and services.
· Additional language – beneficial
· Advanced knowledge in Microsoft Office (Word, Excel and PowerPoint) and Opera.
· Ability to work as part of a team.
· Good welcoming/communication skills, Friendly and caring attitude, Flexibility in the scheduling and Customer service orientation
About Kempinski Hoteliers since 1897, we have travelled the world in search of the most fascinating destinations without ever forgetting the finest traditions of our European heritage. We are dedicated to please, educated to entertain, and we never compromise on the European elegance of service. We pride ourselves on delivering a beautiful performance for each and every one of our guests. And for our employees, we provide a stage on which they can flourish and realise their full potential.
Embrace an experience as individual as you are!
Applications are invited from qualified persons for the above vacant position.
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