About Company
Sarova Stanley is a timeless icon of luxury and hospitality in the heart of Nairobi’s bustling central business district. With a rich history spanning over a century, we offer unparalleled elegance, personalized service, and a truly unforgettable experience for our guests. Renowned for our blend of Victorian grandeur and modern amenities, Sarova Stanley is more than just a hotel; it’s a cherished landmark where every guest’s stay is crafted with meticulous attention to detail. We pride ourselves on fostering a vibrant and professional work environment where our team members are empowered to deliver exceptional service and grow their careers within the prestigious hospitality sector.
Job Description
We are seeking a highly motivated, articulate, and customer-focused Front Desk Attendant to join the prestigious team at Sarova Stanley. As the first point of contact for our esteemed guests, you will play a pivotal role in shaping their overall experience, embodying the warmth and professionalism that defines our brand. This role requires an individual with exceptional interpersonal skills, a proactive attitude, and an unwavering commitment to service excellence. You will be responsible for a wide range of duties, from welcoming guests and managing check-ins/check-outs to addressing inquiries, resolving issues, and ensuring a seamless and memorable stay. This is an exciting opportunity for someone passionate about hospitality to contribute to a legacy of luxury and make a significant impact on our guest satisfaction. If you thrive in a dynamic, high-end environment and possess a genuine desire to serve, we encourage you to apply and become a valued member of the Sarova Stanley family, where your dedication to creating exceptional guest experiences will be celebrated and rewarded.
Key Responsibilities
- Warmly welcome guests upon their arrival, manage the check-in and check-out process efficiently and accurately, ensuring all necessary documentation is completed.
- Handle guest inquiries and requests, providing comprehensive information about hotel services, local attractions, dining options, and transportation with a friendly and helpful demeanor.
- Manage reservations, including making, modifying, and canceling bookings, and ensuring all details are correctly entered into the property management system.
- Process various payment methods, handle cash, and maintain an accurate ledger of transactions, adhering to all financial procedures and security protocols.
- Address and resolve guest complaints or concerns promptly and professionally, escalating complex issues to management when necessary to ensure guest satisfaction.
- Maintain a tidy and organized front desk area, ensuring a welcoming and professional first impression for all visitors.
- Collaborate effectively with other hotel departments, including housekeeping, concierge, and food & beverage, to ensure seamless service delivery and guest satisfaction.
- Assist with bell desk duties and luggage handling when required, ensuring efficient and courteous service.
- Operate the hotel's phone system, directing calls, taking messages, and providing wake-up calls as requested by guests.
- Maintain a strong understanding of hotel policies, emergency procedures, and safety regulations to ensure the well-being of guests and staff.
Required Skills
- Exceptional customer service and interpersonal skills
- Excellent verbal and written communication in English
- Proficiency in using Property Management Systems (PMS) or similar hotel software
- Strong organizational skills and attention to detail
- Ability to work effectively under pressure and handle multiple tasks simultaneously
- Problem-solving and conflict resolution abilities
- Basic computer literacy (MS Office Suite)
- Professional appearance and demeanor
Preferred Qualifications
- Diploma or Certificate in Hospitality Management, Tourism, or a related field
- Prior experience in a front office role within a 4-star or 5-star hotel environment
- Fluency in additional languages (e.g., Swahili, French, German)
- Familiarity with local Nairobi attractions and cultural information
Perks & Benefits
- Competitive salary and service charge
- Comprehensive health benefits package
- Delicious duty meals provided
- Professional uniform and laundry service
- Opportunities for professional development and career growth
- Employee discounts on hotel services
- Generous annual leave package
- A supportive and dynamic work environment within a renowned hotel brand
How to Apply
If you are a highly motivated individual with a passion for hospitality and meet the qualifications for this exciting opportunity, we invite you to apply. Please click on the application link below to submit your resume and a cover letter detailing your relevant experience and why you believe you are the ideal candidate for Sarova Stanley. We look forward to reviewing your application.