Front Desk Agent

About the job

Organization- Hyatt Place Nairobi

Summary

Care Connects Us!

It all starts with people who care. At Hyatt, we believe in the power of belonging – of making people feel at home no matter where they are in the world. We turn trips into journeys, encounters into experiences and jobs into careers. Join a team that is making travel more human. Connected. Sustainable. Here, everyone's role matters. Opportunities are yours to shape. Your individuality is celebrated. At the heart of Hyatt is our shared belief that hospitality is more than just a job – it’s a career for people who care. People like you. People like us.

At Hyatt Place Nairobi Westlands & Hyatt House Nairobi Westlands, we are looking for Front Office Agent responsible for increasing customer satisfaction by providing efficient, prompt, trouble free and courteous Front Office services connected with arriving, in-house and departing guests. They should be able to work closely with all key business partners in order to achieve quality results in guest experience. The job incumbent acts as a brand ambassador for the hotel, reflecting the company culture and values.

Key Responsibilities: 

Receives guests in a professional and friendly manner, satisfying guest expectations from arrival through to departure.

Is available to register, process, and greet guests promptly.

Checks the daily arrival list.

Welcomes customers to the hotel.

Responds to guest requests for information about the hotel and its surroundings.

Arranges for special services requested by the guests.

Stays current with developments in the hotel by reviewing the communication logbook each shift; updates logbook for next shift.

Arranges fulfilment of guest services by working with Bell team, Housekeeping, Reservations and any other depending on the request/service.

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.

Changes room rates and guest rooms after approval by management.

Handles incoming guest room reservations.

Handles reservations for guests on transfers, restaurants, etc.

Is aware, at all times, of current room status and room availability.

Is fully aware of the relevant service concepts.

Is fully aware of, and knows how to handle, all current and future hotel promotions.

Utilizes yield management to maximize room revenue.

Increases hotel revenue by promoting food and beverage alternatives within the hotel.

Minimizes loss of revenue by adhering to all established credit policies and procedures.

Ensures all guests establish credit upon check-in.

Monitors guest accounts to ensure adherence to hotel credit limits by completing high balance reports and verifies accuracy of registration information.

Improves timeliness of cash flow by adhering to established credit and inventory control policies and procedures.

Receives and records proper approval codes for cash and credit card paying guests.

Identifies and records special billing instructions and notifies Finance and immediate supervisor.

Completes shift closing duties accurately.

Adheres to hotel policies and procedures regarding the use of cash banks.

Communicates effectively with guests, colleagues, and supervisors.

Demonstrates teamwork by co-operating and assisting colleagues as needed.

Handles difficult situations swiftly and effectively.

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.

Ensures that guest mail and messages are delivered correctly and promptly.

Demonstrates a working knowledge of all services and facilities of the hotel, and effectively assists the hotel’s guests.

Uses the ABC (Attitude, Behavior & Conflict) approach to respond to negative comments and complaints; and notifies Front Office Team Leader immediately for appropriate follow-up.

Attends and participates in all Front Office department meetings.

Cooperates in the performance of any reasonable task requested by the management.

To perform all duties and responsibilities in a timely and efficient manner in accordance with established hotel policies to achieve the overall objectives of the position.

To ensure that Hyatt Place & Hyatt House Nairobi, Westlands’ Front Office Policies and Standard Operational Procedures are adhered to at all times

Qualifications

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

2+ years of experience, preferably in an international brand hotel environment

Guest services experience

Proven track record in a similar role

Strong analytical, interpersonal and problem-solving skills

Excellent Microsoft Office application and PMS experience is required

Highly organized, ability to be flexible and proven skills working in an environment with constant standing and walking throughout the shift

Ability to deal efficiently with complaints exhibiting a solid customer service approach

The ability to remain positive and focused in a fast-paced environment

Great computer skills with proficiency in front office operations systems especially Opera.