• Front Office Supervisor Job at Fairmont Hotels & Resorts

  • Posted on: 2 February, 2017 Deadline: Not Specified
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    The Fairmont Norfolk is a historic hotel in Nairobi, Kenya and is owned by the luxury hotel chain, Fairmont Hotels and Resorts. The hotel has 170 rooms, 4 restaurants, and consists of 5 main blocks, each ranging from 1 to 2 stories high. The hotel has a signature Tudor style of architecture that has been maintained since its original construction.

    Front Office Supervisor


    Summary Of Responsibilities

    Reporting to the Front Office Manager, responsibilities and essential job functions include but are not limited to the following:

      • Consistently offers professional, engaging and friendly service
      • Ensure Outstanding customer care at all times.
      • Maintains a friendly, cheerful and courteous demeanour at all times.
      • Courteously and accurately answers inquiries from potential guests and accepts hotel reservations.
      • Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.
      • Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.
      • Supervise daily shift process ensuring all team members adhere to standard operating procedures.
      • Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.
      • Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
      • Adhere to company credit limit / floor limit policies.
      • Allocate rooms to expected arrivals after checking the guests preferences and special requests.
      • Build strong relationships and liaise with all other department’s especially housekeeping, reservations etc.
      • Operates the EPBX equipment, including, assisting incoming & outgoing calls, setting wake-up calls, enabling DND (Do Not Disturb) and paging for in-house guests.
      • Cross Check all billing instructions are correctly updated
      • Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
      • Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
      • Ensure Front office log book and hotel log book is always updated and actioned upon.
      • ensures safety by following guest check in and security procedures and reporting suspicious activity to security, manager, or MOD.
      • Participate in hotel committees and task force assignments.
      • Assist all departments in servicing the guests during high volume periods.
      • Takes responsibility in the absence of the Duty Manager / Front office manager
      • As a supervisor you will be a role model, sharing your expertise and continually inspiring the front office team.
      • Primary Location

        Kenya-Mount Kenya-Fairmont Mount Kenya Safari Club

        Employee Status


        Job Level

        Management / Supervisory




        Day Job



        • Previous experience is an asset
        • Degree or Diploma in Hospitality Management is an asset .
        • Computer Knowledge and experience in MS office programs.


        • Minimum 2 to 3 years work experience as Front Office Associate / Front office cashier in a hotel.

    Physical Aspects Of Position (include But Are Not Limited To)

        • Constant standing and walking throughout shift

    Visa Requirements: This position is open to Kenyan citizens only



    Method of Application

    Interested and qualified? Go to Fairmont Hotels & Resorts career website on frhi.taleo.net to apply

    Have you ever wondered what people doing similar jobs in different companies and industries earn? Contribute anonymously to Kenya's No. 1 Salary Database. Join MySalaryScale.
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