Receptionist at Headquarters Inn

Job Purpose:  

• To be able to deal with all enquiries in a professional and courteous manner, in person, on the telephone or via e-mail and administer all reservations, cancellations and no-shows, in line with company policy.

Duties:

•    To undertake front office duties, including meeting, greeting and attending to the needs of guests, to ensure a superb customer service experience.
•    To build a good rapport with all guests and resolve any complaints/issues quickly to maintain high quality customer service
•    To deal with guest requests to ensure a comfortable and pleasant stay.
•    To assist in dealing with customer complaints in an effective and courteous manner, providing or seeking solutions as quickly as possible.
•    To be responsible for accurate and efficient accounts and guest billing processes.
•    To assist in keeping the hotel reception area clean and tidy at all times.
•    To undertake general office duties, including correspondence, emails, filing and switchboard, to ensure the smooth running of the reception area.
•    To administer all routes of reservations to ensure that room bookings are made and recorded accurately.
•    To ensure that all reservations and cancellations are processed efficiently.
•    To keep up to date with room prices and special offers to provide accurate information to guests.
•    To report any maintenance, breakage or cleanliness problems to the relevant manager.
•    To administer the general petty cash system and float in an accurate manner.  
•    To undertake any other duties relevant to the post as and when required.
•    Ability to market on social media and other online platforms an added advantage

Skills and Qualifications

•    Diploma  in  front office operations
•    Diploma in hotel management a plus
•    Ability to focus attention on guest needs, remaining calm and courteous at all times
•    The ability to work unsupervised
•    Excellent communication skills, fluent in both English and Kiswahili
•    Good numerical and computer literacy
•    Minimum 2 years’ experience as a Reservation officer or agent in a reputable hospitality outlet or travel agency.
•    Applicants are required to be flexible with work schedule, including weekends and night.
•    Applicants should be between 24 -30 years of age.