Front Desk Agent — Kempinski Hotels (Nairobi)

Front Desk Agent

Job Description

The Front Desk Agent is the primary point of contact for guests, responsible for delivering a high-end, seamless arrival and departure experience in accordance with 5-star luxury standards. This role focuses on achieving exceptional customer satisfaction ratings and operational excellence through professional registration, suggestive selling of hotel services, and precise financial handling. Working within the Front Office team, the agent ensures that every guest interaction reflects the brand’s commitment to prestige and attentive service.

Key Responsibilities

• Execute professional check-in and check-out procedures for guests following global brand standards
• Achieve and maintain high Customer Satisfaction Survey (CSS) results and internal quality audit scores
• Utilize suggestive selling techniques to optimize room revenue and promote hotel amenities
• Verify guest payment methods and handle foreign currency exchanges and cash transactions accurately
• Coordinate with the housekeeping department to manage room status updates for early arrivals and late departures
• Resolve guest inquiries and complaints promptly, either in person or via telephone, with a caring attitude
• Maintain a comprehensive and up-to-date knowledge of hotel products, services, and daily meeting activities
• Balance individual cash floats at the end of each shift to ensure financial accountability

Qualifications & Experience

• Certification in Front Office Operations from a recognized institution
• 2 to 3 years of experience as a Receptionist or Guest Relation Officer in an international 5-star hotel
• Advanced proficiency in the Opera Property Management System (PMS) and Microsoft Office
• Exceptional oral and written communication skills in English; additional foreign languages are beneficial
• High standards of personal grooming and a deep understanding of luxury hospitality etiquette
• Proven ability to work effectively within a diverse team in a high-pressure environment

Method of Application

Apply via: Kempinski Hotels on kempinski.pinpointhq.com