Front Desk Supervisor (Maasai Mara)

ABOUT THE COMPANY

Founded in Germany in 1897, Kempinski Hotels has long reflected the finest traditions of European hospitality. Today, as ever, Kempinski is synonymous with distinctive luxury.
Located in many of the world's most well-known cities and resorts, the Kempinski collection includes hotels in a grand manner, pace-setting modern establishments and older hotels of individual charm. All blend gracefully into their surroundings and offer luxurious accommodations, superb cuisine and unrivalled facilities - complemented by impeccable service.
For leisure and business guests alike, the name Kempinski has long been synonymous with style, mobility and efficiency. Put simply, they are the first choice for the discerning individual.
In addition to operating many of the finest city hotels in the world, Kempinski is a name that can now be found in many exciting resort locations, each combining local flair and ambience with the international standards of service and luxury that Kempinski guests have come to expect.

JOB SUMMARY

Skills, Knowledge and ExpertiseDegree/Diploma in Hotel Management/Front Office OperationsFour years’ experience in a similar role and proven track record in  the Maasai Mara may be considered in lieu of specialised educationMinimum 5 years Front Office Supervisory position most preferably at the Maasai MaraPreferably as Section Head in 5-star property with operations at the Maasai Mara.Good Communication skillsOpera Knowledge: Opera V5 (required) and Knowledge in Opera Cloud is an added advantageProficiency in Excel and Word.Knowledge in a foreign language will be a distinct advantagePresentable, well-spoken individualPleasant and outgoing personalityMature and Customer focused.

RESPONSIBILITIES

Plan and supervise the day-to-day operations of the Reception section which are related to the arrival and departure of guests, including the room sales, the room assignments of VIPs, Groups and Crews and room registrations.Coordinates and monitors the work of direct subordinates and verifies that all receptionists are well groomed to ensure guests’ satisfaction and adherence to service standards.Carry out training for new employees and on the job training. Motivates staff to bring about excellent performance.Handles guest requests and complaints in a polite and efficient manner, gives further instructions to the relevant staff if needed to ensure customer satisfaction and maintains a record of all complaints received from all guests. Follow up when necessary.Liaise and coordinate with various departments to ensure all information on guests are accurate such as rate, room type, billing, guest requests and oversee that guests’ specific requirements are addressed in an efficient manner.Keep abreast on hotel products and services as well as on tourist and business traveling information that may be of any interest to our guests.Constant training of subordinates.Supervise all cashier work of subordinates.Update all on loyalty programme.Act as a reliever to the Assistant Camp Manager in his/her absence.At the end of shift, do handover reporting guest complaints, unusual situations and incidents that need follow up, to ensure efficiency in the operation.Accomplish a set of administrative duties such as briefing, producing, reviewing and writing reports and other specific duties related to the job function.Any other duties, which may be assigned to you from time to time as directed by your Supervisor or Manager.

REQUIRED SKILLS

Office administration, management, Word processing and office software, Computer, laptop maintenance and repair, Customer service

REQUIRED EDUCATION

Diploma, Associate's degree