The incumbent in the position is responsible for supervising the operations at the reception to ensure that the highest professional services are given to all guests in accordance with the Kempinski Experience Audit (KEA) service standards, ensure that upselling is monitored and tracked in order to increase room revenues, shift closing is done properly and ensure Financial Policies and Procedures are supported and followed

Key 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.

Skills, Knowledge and Expertise

Degree/Diploma in Hotel Management/Front Office Operations

Four years’ experience in a similar role and proven track record in the Maasai Mara may be considered in lieu of specialised education

Minimum 5 years Front Office Supervisory position most preferably at the Maasai Mara

Preferably as Section Head in 5-star property with operations at the Maasai Mara.

Good Communication skills

Opera Knowledge: Opera V5 (required) and Knowledge in Opera Cloud is an added advantage

Proficiency in Excel and Word.

Knowledge in a foreign language will be a distinct advantage

Presentable, well-spoken individual

Pleasant and outgoing personality

Mature and Customer focused.

Benefits

Medical Cover and Pension

About Olare Mara Kempinski Masai Mara

Olare Mara Kempinski is a luxury 12-tented camp nestled at the heart of a privately- owned 33,000 acres Olare Motorogi Conservancy in Masai Mara.The camp caters to high-end international and domestic leisure traveler offering a classic safari experience surrounded by rolling savannah.Here, luxury meets the call of the wild where circles of trees, scrub and savannah form the habitat of some of the world’s most awe-inspiring creatures. Retreat to serenity, watch wild cats hunt their prey, take in the sights of languid hippos and get a chance to witness the phenomenal migration of the wildebeest in any of our 12-luxury tents.

• 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.

• Good Communication skills
• Opera Knowledge: Opera V5 (required) and Knowledge in Opera Cloud is an added advantage
• Proficiency in Excel and Word.
• Knowledge in a foreign language will be a distinct advantage
• Presentable, well-spoken individual
• Pleasant and outgoing personality
• Mature and Customer focused.

• Degree/Diploma in Hotel Management/Front Office Operations
• Four years’ experience in a similar role and proven track record in the Maasai Mara may be considered in lieu of specialised education
• Minimum 5 years Front Office Supervisory position most preferably at the Maasai Mara
• Preferably as Section Head in 5-star property with operations at the Maasai Mara.