Background information about the job or company (e.g., role context, company overview)

Alba Hotel is a luxurious four-star boutique hotel located in the quiet up-market of Milimani suburb, in Meru (215 kilometers from the capital Nairobi). Targeting the travelling business executive in mind, the hotel offers complimentary high-speed wireless internet in the rooms and throughout the premises. For entertainment and relaxation there is interna...

Responsibilities or duties

We are looking for a Front Office Agent responsible for increasing customer satisfaction by providing efficient, prompt and courteous Front Office services connected with arriving, in-house and departing guests.

Qualifications or requirements (e.g., education, skills)

Diploma or bachelor's degree in Tourism/Hotel Management or its equivalent

Experience needed

2+ years of experience, preferably in a 4-Star or 5-Star Hotel

Any other provided details (e.g., benefits, work environment, team info, or additional notes)

Strong communication and problem-solving abilities

Ability to work cohesively and collaboratively as part of a team

Presentable, well spoken individual

• Receives guests in a professional and friendly manner, satisfying guest expectations from arrival through to departure
• Responds to guest requests for information about the hotel and its surroundings
• Allocates rooms and issues appropriate keys
• Follows-up and verifies arrivals by updating registration cards ensuring correct spelling of guest's name, addresses and method of payment
• Handles incoming guest room reservations
• Utilizes yield management to maximize room revenue
• Minimizes loss of revenue by adhering to all established credit policies and procedures
• Communicates effectively with guests, colleagues, and supervisors
• Demonstrates teamwork by co-operating and assisting colleagues as needed
• Communicates open and closed dates, availability and condition of rooms to the Front Office Team Leader
• Keeps effective key control as per relevant policies and procedures in place
• Uses the ABC (Attitude, Behavior & Conflict) approach to respond to negative comments and complaints
• Coordinate room status updates with the housekeeping department by notifying them of late check-outs, early check-ins and special requests

• Strong communication and problem-solving abilities
• Ability to work cohesively and collaboratively as part of a team
• Presentable, well spoken individual

• Diploma or bachelor's degree in Tourism/Hotel Management or its equivalent