Front Office Receptionist – Hotel

About the role

We are looking for a friendly and professional Front Office Receptionist to join our hotel in Nairobi’s Westlands area. You will be the first point of contact for guests, ensuring smooth check‑in and check‑out experiences while delivering exceptional service.

Key responsibilities

• Warmly welcome guests, manage check‑in/check‑out procedures and handle VIP arrivals.
• Respond to guest inquiries, requests and complaints in person, by phone or email.
• Provide information on hotel facilities, local attractions and transport options.
• Maintain room inventory, update status in the Property Management System and process group or corporate bookings.
• Upsell room upgrades, late check‑outs, breakfast and other hotel services.
• Post charges, process payments (cash, M‑Pay, credit/debit cards, bank transfers) and prepare guest folios.
• Perform cashier duties, safe custody and daily cash reconciliation, including night‑audit tasks when required.
• Answer and transfer calls on the PBX, coordinate with housekeeping, F&B and maintenance, and manage lost‑and‑found, luggage and wake‑up calls.
• Prepare arrival, departure and occupancy reports while adhering to SOPs, brand standards and health‑safety regulations.

Required profile

• Diploma in Hospitality Management, Front Office Operations or a related field.
• 1–2 years of front office experience in a 3‑star or 4‑star hotel.
• Proven ability to deliver 100 % customer satisfaction and handle guest confidentiality.
• Strong communication skills in English and a professional demeanor.

Required skills

• Experience with PMS software such as Opera, Hotelogix or Cloudbeds.
• Computer literate – proficient with MS Office, email and online booking portals.
• Cash handling and basic accounting skills.

What we offer

• Competitive monthly salary ranging from KES 15,000 to KES 30,000.
• Opportunity to work in a dynamic hotel environment in Nairobi’s Westlands.
• Professional development and training in hospitality operations.