Front office/ Receptionist (Hotel industry)

• 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