Front Desk Receptionist

About the role

We are seeking a personable Front Desk Receptionist to join our high‑end city apartment hotel in Westlands, Nairobi. The role involves welcoming guests, handling check‑ins and check‑outs, and ensuring a memorable experience for residents and visitors.

Key responsibilities

• Manage front‑desk operations: greet guests, process check‑ins/check‑outs, collect deposits and guide parking.
• Provide keys, escort guests to rooms or apartments, and create key‑card packs.
• Respond professionally to guest inquiries, complaints and phone/email communications.
• Process bookings and payments using the hotel’s booking system.
• Handle online reservations via OTA platforms such as Booking.com, Airbnb and Expedia.
• Promote and upsell hotel facilities, acting as a brand ambassador.
• Coordinate with housekeeping and maintenance to ensure rooms are ready and issues are resolved.
• Maintain accurate billing and financial records in line with apartment standards.
• Stay informed about local events, attractions and amenities to enhance guest experiences.

Required profile

• Diploma or degree in hospitality or a related field (advantageous).
• Minimum 2 years of front‑desk or guest‑service experience (excluding internships).
• Compassionate, “WOW” personality with a strong commitment to customer service.
• Ability to perform executive‑assistant type office functions.

Required skills

• Proficiency with hotel booking system software.
• Experience using OTA platforms (Booking.com, Airbnb, Expedia).
• Competence in Microsoft Office applications for email and reporting.