About Company
Sarova Stanley is a five-star hotel located in the heart of Nairobi, Kenya. Established in 1902, it is one of the oldest and most prestigious hotels in the city, rich in history and tradition. Over the decades, Sarova Stanley has been a prominent landmark, welcoming royalty, celebrities, and business travelers from across the globe. Part of the Sarova Hotels, Resorts & Game Lodges group, which is renowned for its diverse portfolio of hotels, resorts, and lodges in Kenya, Sarova Stanley upholds an unwavering commitment to unparalleled hospitality, exceptional service, and authentic local experiences. We pride ourselves on creating memorable stays for our guests through a blend of classic elegance and modern comforts. Our dedicated team is the cornerstone of our success, fostering a culture of excellence, teamwork, and continuous growth. Joining Sarova Stanley means becoming part of a legacy of hospitality, where every team member contributes to delivering extraordinary moments for our cherished guests.
Job Description
Are you a vibrant, customer-focused individual with a passion for delivering exceptional service? Sarova Stanley is seeking a dedicated and enthusiastic Guest Service Agent to join our esteemed Front Office team. As the first point of contact for our guests, you will play a pivotal role in shaping their experience from arrival to departure. This dynamic position requires an individual who is not only efficient and organized but also possesses a genuine desire to connect with people and anticipate their needs. You will be responsible for a wide array of front office duties, including seamless check-ins and check-outs, handling reservations, providing comprehensive information about hotel services and local attractions, and resolving guest inquiries or issues with professionalism and grace.
Our ideal candidate will thrive in a fast-paced environment, demonstrating excellent communication skills, a keen eye for detail, and an unwavering commitment to guest satisfaction. You will be an ambassador for Sarova Stanley, embodying our values of warmth, elegance, and impeccable service. We are looking for someone who can maintain composure under pressure, handle multiple tasks simultaneously, and contribute positively to our vibrant team culture. If you are passionate about hospitality and eager to grow your career within a prestigious organization, we invite you to bring your talent and dedication to Sarova Stanley. This role offers an incredible opportunity to work in a historic and luxurious setting, interact with a diverse international clientele, and develop your skills in a supportive and professional environment. Your contribution will directly impact our guests’ journey, ensuring their stay is nothing short of extraordinary.
Key Responsibilities
- Warmly welcome and register guests, processing check-ins and check-outs efficiently and accurately.
- Manage guest reservations, modifications, and cancellations with attention to detail.
- Provide comprehensive information regarding hotel facilities, services, and local attractions.
- Handle guest inquiries, requests, and complaints promptly and courteously, ensuring timely resolution and guest satisfaction.
- Operate the hotel switchboard, directing calls, and handling messages appropriately.
- Process payments, maintain accurate guest accounts, and handle cash and credit transactions securely.
- Collaborate closely with other departments, including Housekeeping, Concierge, and Food & Beverage, to ensure a seamless guest experience.
- Maintain a tidy and organized front desk area, upholding the hotel's high standards of presentation.
- Adhere to all hotel policies, safety procedures, and brand standards.
Required Skills
- Excellent verbal and written communication skills in English.
- Strong interpersonal and customer service abilities.
- Proficiency in using Property Management Systems (PMS) – e.g., Opera, Fidelio.
- Ability to multitask and perform effectively under pressure in a fast-paced environment.
- Strong problem-solving skills and a proactive approach to guest needs.
- High level of professionalism and attention to detail.
- Computer literacy (Microsoft Office Suite).
Preferred Qualifications
- Diploma or Certificate in Hospitality Management, Tourism, or a related field.
- Proficiency in an additional foreign language (e.g., French, German, Mandarin).
- Previous experience in a 4- or 5-star hotel environment.
- Knowledge of local Nairobi attractions and general Kenyan culture.
Perks & Benefits
- Competitive salary and service charge.
- Comprehensive health insurance package.
- Daily duty meals.
- Professional development and training opportunities.
- Staff accommodation (subject to availability) or housing allowance.
- Uniform provided and laundered.
- Employee discounts on hotel services and F&B.
- A supportive and collaborative work environment in a prestigious establishment.
How to Apply
Interested and qualified candidates are invited to submit their application by clicking the link below. Please ensure your CV and a cover letter detailing your relevant experience and why you are the ideal candidate for this role are attached. You may need to navigate to the ‘Careers’ section and look for available roles or submit a general application. Only shortlisted candidates will be contacted for an interview.