Front Office Manager at Kenyatta University

Duties and Responsibilities:

• Resolve guest complains promptly and courteously, maintain accurate room status information, and ensure all guest requests are handled promptly and efficiently.
• Maintain guest records, lost and found records and other hotel information including rates, brochures, company profile and upselling hotel offers
• Oversee clients’ payments for bookings and other hotel products and services, prepare monthly reports and budgets, monitor room revenue and occupancy, and enforce cash handling policies.
• Maintain working relationships with all departments, attend management meetings, relay information to appropriate personnel, and ensure smooth shift transitions.
• Conduct meetings, on-the-job training, cross-train, and evaluate the performance of front office staff. Maintain high grooming standards and professionalism of front office staff.
• Ensure implementation of hotel policies and standards, handling emergencies, conduct regular audits, and maintain key control.
• Reinforce standards of excellence and promote Team NCBH culture while maintaining high levels of cleanliness within the front office area
• Liaise with necessary departments for events, special requests, repeat guests and VIP arrivals. Liaise with Guest Relations Office for timely delivery of guest messages and packages
• Schedule drivers for hotel shuttle services and internal operations. In liaison with Maintenance Manager, ensure that all the vehicles are in good running condition
• Act as the Duty Manager and attend to any other duty as assigned by the General Manager

Qualification & Experience:

• Bachelor’s Degree in Hospitality Management, Institutional Management or any other equivalent qualification. Master’s Degree in a relevant area will be an added advantage.
• At least 2 years of related experience, in a similar position in a 3 - 5 star rated hotel preferably with supervisory experience.
• Excellent communication, interpersonal skills, organization and time management. A foreign language will be an added advantage.
• Knowledge on Opera and Oracle Hospitality Suite 8

Other requirements:

• Attention to details
• Ability to create new and maximize existing resources by analyzing the hotels’ needs
• Excellent verbal and written skills
• Produce results in a fast paced environment by adapting and implementing new strategies
• Team oriented leader who motivates members to exceed expectations
• Customer care skills
• Demonstrate outstanding professional competence and administrative ability in the management of front office staff