Front office/ Receptionist (Hotel industry)
Job summary
We are looking for Receptionist to be the first point of contact for hotel guests and deliver exceptional 5-star customer service. Responsible for reservations, check-ins/check-outs, guest relations, billing, and ensuring smooth front office operations in line with hotel standards.
Min. qualification
Diploma
Experience level
Mid level
Experience length
2 years
Language
English
Working hours
Full Time - 8 to 5
Applicant location
Kenya
Job description & requirements
- Warmly welcome guests on arrival and assist with check-in / check-out procedures
- Handle guest inquiries, requests, complaints professionally and resolve them promptly
- Provide information on hotel services, local attractions, transport, and facilities
- Manage VIP guest arrivals and ensure special requests are handled
- Handle walk-in, phone & email.
- Maintain room inventory and update room status in PMS
- Upsell room upgrades, late check-outs, breakfast, and other hotel services
- Handle group bookings, corporate bookings, and cancellations
#### 3. Billing & Cash Handling
- Post charges, process payments, and prepare guest folios
- Handle cash, M-Pesa, credit/debit cards, and bank transfers
- Perform cashier duties, safe custody, and daily cash reconciliation
- Handle night audit tasks when required
#### 4. Front Office Operations
- Answer and transfer calls professionally on the PBX system
- Coordinate with Housekeeping, F&B, and Maintenance for guest requests
- Maintain front desk area, lobby, and guest records to hotel standards
- Handle lost & found, luggage handling, and wake-up calls
- Prepare arrival/departure reports and occupancy reports
#### 5. Compliance & Standards
- Adhere to hotel SOPs, brand standards, and health & safety regulations
- Maintain guest confidentiality and data protection
- Ensure 100% customer satisfaction and positive online reviews
### QUALIFICATIONS & EXPERIENCE
- Diploma in Hospitality Management, Front Office Operations, or related field
- 1-2 years experience in Front Office in a 3-Star or 4-Star hotel
- Experience with PMS software: Opera, Hotelogix, Cloudbeds, or similar
- Computer literate: MS Office, email, booking portals
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