Job Summary

Welcome guests, check guests in and out of the hotel, deal with guest queries, provide prompt and professional guest service to meet guest needs and ensure guest satisfaction.

  • Minimum Qualification: Diploma
  • Experience Level: Entry level
  • Experience Length: 2 years

Job Description

LOCATION: MOMBASA


Main Job Duties and Responsibilities:

  1. Welcome and greet guests
  2. Answer and direct incoming calls
  3. Inform guests of hotel rates and services
  4. Make and confirm reservations for guests on the Reservation System
  5. Ensure proper room allocation
  6. Register and check guests in – using technology
  7. Confirm relevant guest information
  8. Verify guest's payment method
  9. Verify and imprint credit cards for authorization
  10. Issue room keys and direct guests to their rooms
  11. Have the ability to check the online channel manager and to block, book and manage online bookings
  12. Maintain clear and accurate records in the Hotel Management Reservation System of guest room bookings
  13. Compute all guest billings, accurately post charges to guest rooms and house accounts
  14. Receive and transmit messages for guests
  15. Retrieve mail, packages and documents such as emails for guests
  16. Listen and respond to guest queries and requests both in-person and by phone
  17. Provide accurate information about local attractions and services
  18. Liaise with necessary staff including housekeeping and maintenance to address any problems or complaints made by guests
  19. Complete and maintain any incident reports, daily activity reports or other reports requested by management
  20. Manage conference room bookings and scheduling
  21. Close guest accounts and check guests out and maintain good guest ledgers
  22. Review accounts and charges with guests during the check-out process
  23. Process accurate payment of guest accounts
  24. Inform housekeeping when rooms have been vacated and are ready for cleaning
  25. Monitor visitors to the hotel
  26. Enforce rules and policies of the hotel
  27. Maintain a neat and orderly front desk and reception area

Education, Skills and Experience

  • Should have diploma or University Degree
  • Guest/customer relations experience, must be in a Hotel in Front office
  • Must have working knowledge of relevant Chanel Manager and Hotel Management Software – e.g. Micros or eZee Software is a pre-requisite
  • Experience of at least 2 years in a similar position in the full service hotel or hospitality industry.

Key Competencies and Qualities

  • customer service orientation
  • attention to detail and accuracy
  • planning and organizing
  • ability to multitask and prioritize
  • professional appearance and attitude
  • effective verbal and written communication skills
  • ability to handle stress and stay calm under pressure
  • conflict resolution skills
  • decision making and judgment skills
  • team work
  • flexible regarding work schedules
  • ability to respond appropriately to diverse customers and guests


Important Safety Tips

1. Do not make any payment without confirming with the BrighterMonday Customer Support Team. 2. If you think this advert is not genuine, please report it via the Report Job link below.

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