Job Summary

We are looking for a skilled Receptionist/ Cashier to consistently achieve the Front Desk service delivery standards of check in, check out and Guest service

  • Minimum Qualification: Certificate
  • Experience Level: Entry level
  • Experience Length: 1 year

Job Description

Please Note:

  1. Only shortlisted candidates will be contacted.
  2. Incomplete applications will not be considered.
  3. Hand delivered applications will not be accepted.


BACKGROUND:

The hotel opened its doors in April 2016. We are a boutique establishment with 86 suites and a penthouse. It is high trading under Leo Investments Limited, which is a part of the Chatur Group of Companies which consist of 3 other hotels.

  1. Cloud Hotel & Suites, Diamond Plaza. Parklands, Nairobi
  2. The Mara Concord Game Lodge, Maasai Mara
  3. Bahari Dhow Beach Villas, Ukunda. Diani, Mombasa

 

KEY PERSONAL ATTRIBUTES REQUIRED:

  • Ability to follow all sanitation procedures
  • Ability to work in a team
  • Very good communication skills
  • Excellent physical condition and stamina
  • Honesty at all times
  • Proven experience as receptionist.
  • Experience in using Hotel Systems e.g. MICROS FIDELIO
  • Knowledge of basic front desk operations and procedures.
  • Enthusiastic about their work.
  • Yearning for personal and career development

 

KEY DUTIES AND RESPONSIBILITIES:

  • To greet and welcome all guests warmly and sincerely in a friendly manner and address them by name at all times whenever possible.
  • Processes reservations by mail, telephone, telex, cable, fax or central reservation systems referral.
  • Processes reservations from the sales office, other hotel departments, and travel agents.
  • Knows the type of rooms available as well as their location and layout.
  • Knows the selling status, rates, and benefits of all packages plans.
  • Knows the credit policy of the hotel and how to code each reservation.
  • Check in/out guests as per the set brand standards and ensure that they are properly registered. To give courtesy calls to the guests within 15 minutes after check in to ensure everything is okay
  • Take deposit/down payment from guests settling their bills directly upon arrival
  • Filing of guest registration cards accordingly and ensuring that the guest registration forms are attached with the cover letters which have the billing instructions.
  • Filing of all guest chits from the various revenue centers correctly and clearing the room dockets for all checked out guests.
  • Accurately and efficiently do postings of both accommodation and other related expenses Into guest accounts
  • Ensure day room charges have been posted in cases where manual posting is required.
  • Ensure there is enough operational float(with enough change) at all times and the cash till is well secured
  • To print all contingency reports, i.e. arrivals, departures, Guest’s In-house and Guest ledger balance, at the beginning of every shift. This will be filed in the respective files as a backup In-case of system failure.
  • Update the departure list as the guests depart.
  • Correctly performing Forex exchanges as per the set standard
  • Upon Check out of any guest, check with other revenue generating departments esp. Mini-bar in case there is any other item consumed and not posted.
  • To efficiently check out guests and receive any payments related to their stay while transferring the city ledger bills to the respective company and attaching the correct correspondences
  • Ensure all the departed rooms have been checked out from the system, retrieve the key cards from the guest and issue a check out pass
  • Attending to calls, both internal and external as per the set brand standards.
  • Ensure room allocation is done as per guest request and the tariff applicable, any upgrade MUST be authorized by the Front Office Manager or the Duty Manager or Director of Sales & Marketing as applicable.
  • Sell guest rooms at rack rate for walk-ins or the Best Available rate of the day.
  • Action the housekeeper’s report immediately, reporting any discrepancies to the Front Office Manager and pass it to the housekeeping for investigations and follow up.
  • Ensure guests are escorted to their rooms upon check in.
  • Ensure that the housekeeping is furnished with detailed information and requests on the expected arrivals of the day including specific services required of them e.g. Twin/Extra beds and VIPs expected.
  • Any changes pertaining to room allocation to be communicated to housekeeping and GROs so as to plan and prepare amenities, i.e. fruit baskets, flowers, etc. accordingly.
  • Ensure guest messages are received, handled and delivered promptly to the rooms and a proper record in liaison with the concierge
  • Ensure the Front Office Reception /Back Office is kept neat at all times.
  • Ensure all the credit card machines and other operational equipment’s are working
  • Ensure any rebates/allowances/Discounts are authorized by the Front Office Manager or Duty Manager and they should be posted in their respective revenue codes
  • Ensure the reports related to your shift are complete and balanced and handed over to the Supervisor
  • Ensure that all cash collections for your shift are recorded accurately in the cashier book and deposited in the main safe deposit box.
  • To promote Resort facilities, Food and Beverage Outlets, Conference and banqueting, business center, maximizing internal sales.
  • To maintain a good knowledge of reservation procedures, rates, promotions, and room up selling. To be aware of availability and take reservations where necessary.
  • To be aware of the current room occupancy at all times.
  • Ensure that the reception desk is never left unattended.
  • Ensure that only front desk teamers are allowed at the reception
  • Be aware of the emergency evacuation procedure and emergency hotlines.
  • No private telephone calls are entertained while on duty.
  • To anticipate and provide for guest needs. Be proactive while on duty.
  • To promote a helpful, caring and professional image to guests and staff at all times.
  • Alert the Duty Manager/ Front Office Manager or Operations Manager of any occurrences or a suspicious looking person or a known difficult guest.
  • To attend and participate fully in departmental and company training sessions as required by the hotel management, and to implement the given training as well as taking responsibility for your personal development within the company.
  • Keep alert for guests leaving the hotel, especially for comments which could be useful in evaluating the performance of the hotel both favorable and unfavorable.
  • Perform other tasks assigned within the scope of your duty.

 

ACADEMIC AND PROFESSIONAL QUALIFICATIONS:

  • Certificate in Front Office from a reputable College or University

 

EXPERIENCE:

  • 1 years' previous experience as receptionist.
  • Good working knowledge of Micros Fidelio

 

Modalities: The receptionist works 6 days a week.

Reporting Relationship: The receptionist will report to the Front Office Manager and will work closely with other front desk, housekeeping, f&b staff and other concerned departments.

Location: The Position holder will be based at The Concord Hotel & Suites, Wangapala Road, Parklands- Nairobi.

 

OTHER REQUIREMENTS:

  • Copies of academic certificates or transcripts
  • Copy of National Identification Card
  • Food Handlers Certificate
  • Good conduct certificate

 

HOW TO APPLY

Application MUST include an application letter highlighting suitability for the position and curriculum vitae with: a telephone number; email; and names with contact addresses for 3 professional references.

Applications must have RECEPTIONIST as the subject.

 

Please Note:

  1. Only shortlisted candidates will be contacted.
  2. Incomplete applications will not be considered.
  3. Hand delivered applications will not be accepted.

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