Front Desk Reception

About Us

We are a high-end city apartment hotel located in the serene area of Nairobi. We pride ourselves on offering world-class services to our guests, focusing on personalized experiences and customer satisfaction.

Job Summary

We are looking for an individual with skill, ability and compassion to fulfill our Front Desk Reception position.

Our goal each day is to provide care, comfort and respect to our residents. We are looking for an individual with skill, ability and compassion to fulfill our Front Desk Reception position. We believe that taking pride in everything we do for our residents is a calling.

If you have a genuine compassion for people and can embrace every person who walks into or calls our community with a true "WOW" personality and a commitment to serving others while also being able to manage other executive assistant office functions, we want to hear from you.

Minimum Qualification:** **Diploma or degree in hospitality or a related field is an added advantage.

Experience Level: Mid-level

Experience Length: 2 years (excluding internship)

Key Responsibilities

• Manage front desk operations, including welcoming guests, checking guests in and out, including taking deposits, and directing guests on parking options.
• Provide keys, show guests to rooms / apartments on / off site (NB. Some apartments may be a short walk away).
• Respond to guest inquiries and complaints professionally and efficiently.
• Process guest bookings and payments using our booking system.
• Manage online reservations through OTA platforms (e.g., Booking.com, Airbnb, Expedia).

Promoting and upselling the property’s facilities – be a brand ambassador for the property.

Coordinate with housekeeping and technical teams to ensure smooth daily operations.

• Always provide excellent customer service and deal with all calls & emails efficiently and effectively.
• Ensuring billing is correctly carried out to the apartment standards.
• Liaising with housekeeping teams to check if rooms are ready, and managing additional drop offs of items such as extra towels as required.
• Liaising with maintenance staff to deal with issues within rooms and common areas as they arise.
• Managing the booking system for future reservations.
• Communicating with potential and future guests about upcoming reservations.
• Creating key cards and check-in info packs in advance.
• Staying on top of current local events to better serve guests.
• Learning about local attractions and amenities, including supermarkets, restaurants, bars, and public spaces, to better serve guests.
• Managing any public areas such as pools, lobbies, and gyms.
• Dealing with guest complaints and inquiries.
• Providing baggage storage services for guests checking in and out.
• Keeping the lobby and entrance areas clean and tidy.
• May perform other clerical tasks such as word processing, data entry, filling, mail dispatch and photocopying.

Requirements

• Excellent customer service skills with a positive outlook and a ‘can-do’ attitude
• Previous experience in a Hotel Reception / Serviced apartments / Guesthouse preferred
• Self-motivated with a willingness to learn
• Excellent communication skills in both English and Swahili.
• Flexible with working hours
• Excellent team player
• Able to multitask, work under pressure, and handle guest complaints with ease.
• Friendly, approachable, and professional demeanor.
• Track record of accuracy and attention to detail
• Good Word and Excel ability
• Experience in RoomMaster, Guestline, Opera or similar will be an advantage
• Strong knowledge and hands-on experience with OTA platforms.

Strong knowledge and hands-on experience with OTA platforms in the use of channel management systems (SiteMinder, Booking.com, Expedia etc.) also an advantage

What We Offer

A vibrant working environment with opportunities for growth and development.

A collaborative and supportive team atmosphere.

How to Apply

If you meet the above requirements and are passionate about delivering exceptional customer service, we’d love to hear from you.

Kindly send your CV and a brief cover letter by 21st July 2026. Be sure to include “Front Desk Reception Application” in the subject line.