Front Office Agent

About the role

The Social House is hiring a Front Office Agent in Westlands, Nairobi, reporting to the Front of House Manager. The role covers the complete guest journey from pre-arrival and registration through the stay to departure, working closely with Housekeeping, Reservations, Food & Beverage, Sales and other teams.

Key responsibilities

• Welcome guests warmly, recognise returning guests and create a personalised arrival experience
• Complete check-in and check-out accurately and efficiently, and brief guests on the house, restaurants, facilities and services
• Handle room reservations, amendments and guest enquiries
• Maintain accurate guest profiles and preferences in the Property Management System, including identifying duplicate profiles
• Monitor room status and coordinate with Housekeeping on room readiness
• Process payments, cashiering, invoices, PDQ transactions and approved foreign currency transactions according to company procedures
• Respond to calls and enquiries, follow up on requests and escalate guest concerns appropriately
• Record guest feedback and ensure important information is shared during shift handovers
• Keep the front desk organised and protect guest information with strict confidentiality