About Company
Imagine a career where every interaction leaves a lasting positive impression. Career.zycto, a premier talent acquisition partner in the hospitality sector, excels at connecting passionate individuals with leading establishments across Nairobi. We are dedicated to fostering environments where exceptional service and guest satisfaction are paramount. For a Hotel Front Desk professional, this means working with organizations that value your skills, offer avenues for growth, and understand the critical role you play in shaping guest experiences. Join us, and discover opportunities to truly shine in the vibrant Nairobi hospitality scene.
Job Description
Career.zycto is actively seeking a highly personable, proactive, and dedicated Hotel Front Desk professional to join a prestigious hospitality client in Nairobi, Nairobi County. As the primary point of contact and the welcoming face of the establishment, you will be the cornerstone of an exceptional guest experience, responsible for creating a positive first and last impression. This pivotal role goes beyond mere check-ins and check-outs; it’s about anticipating guest needs, proactively resolving concerns, and ensuring every visitor feels valued, comfortable, and eager to return. You will manage a diverse range of guest interactions with professionalism and a genuine smile, from handling reservations and managing room allocations to providing insightful local recommendations and skillfully addressing various requests, all while managing administrative tasks with precision and efficiency.
We are looking for an individual who truly embodies the spirit of hospitality – someone with an innate ability to connect with people from all walks of life, a keen eye for detail, and an unwavering commitment to service excellence. Your day will be dynamic and multifaceted, requiring adaptability, quick thinking, and consistent composure even during peak hours. You will operate within a fast-paced yet rewarding environment, utilizing property management systems efficiently to ensure seamless operations while maintaining a calm and reassuring presence. This role offers an incredible opportunity to grow within the vibrant and ever-evolving hotel industry, contributing directly to the success and sterling reputation of a leading hotel, and becoming an essential part of countless memorable guest journeys. If you are passionate about delivering world-class service, thrive in a guest-centric role where every interaction makes a difference, and are ready to elevate the guest experience to new heights, we invite you to apply and help shape unforgettable moments for our esteemed guests.
Key Responsibilities
- Warmly welcome and register guests, collect necessary information, and assign rooms efficiently and politely.
- Handle guest check-ins and check-outs, processing payments, and accurately posting charges to guest accounts.
- Manage all phone calls and correspondence, including reservations, inquiries, and guest messages, maintaining a high standard of communication.
- Address guest complaints and concerns promptly, professionally, and with a solution-oriented approach, escalating issues when necessary.
- Provide comprehensive information about hotel facilities, services, and local attractions to enhance the guest experience.
- Maintain a clean, tidy, and organized front desk and lobby area, ensuring a welcoming atmosphere for all guests.
- Collaborate effectively with other hotel departments such as housekeeping, F&B, and security to ensure seamless guest service.
- Process wake-up calls, maintain guest privacy, and adhere to all safety and security procedures.
- Perform administrative tasks including cashiering, preparing daily reports, and managing lost and found items.
Required Skills
- Minimum of 2 years of proven experience in a front desk or guest service role within the hospitality industry.
- Exceptional customer service and interpersonal communication skills, both verbal and written.
- Proficiency in using Property Management Systems (PMS) such as Opera, Fidelio, or similar.
- Strong problem-solving abilities and the capacity to handle challenging situations with grace.
- Excellent organizational skills and attention to detail, capable of multitasking in a busy environment.
- A professional and welcoming demeanor with a strong ability to work collaboratively in a team setting.
- Flexibility to work various shifts, including evenings, weekends, and holidays.
Preferred Qualifications
- Diploma or Degree in Hospitality Management, Tourism, or a related field.
- Proficiency in an additional language (e.g., French, German, Swahili) is a significant advantage.
- Demonstrated experience with specific hotel reservation software and online travel agency platforms.
Perks & Benefits
- Competitive salary and performance incentives.
- Comprehensive health and wellness benefits.
- Opportunities for professional development and career advancement within the hospitality sector.
- Complimentary staff meals during shifts.
- A vibrant and supportive work environment that values teamwork and guest satisfaction.
- Provided uniform and laundry service.
- Employee discounts on hotel services and amenities.
How to Apply
To apply for this exciting opportunity, please click on the application link below. Ensure your resume highlights your customer service experience, proficiency with hospitality systems, and passion for delivering world-class guest service. We look forward to reviewing your application and potentially welcoming you to a dynamic team dedicated to excellence.
