Front Office Agent

About the role

Fairmont Hotels and Resorts is hiring a Front Office Agent in Westlands, Nairobi. The agent delivers exceptional guest service and a seamless front desk experience in line with Fairmont Brand Standards, creating positive first and last impressions through professional reception, efficient processes and proactive guest engagement.

Key responsibilities

• Guest satisfaction: ensure the reception desk is covered at all times, answer calls according to standards, and handle arrivals and departures efficiently and accurately.
• Explain registration procedures, credit card policies and account settlement; give professional recommendations and communicate guest preferences to other departments.
• Cashiering: complete pre-shift supply checks, post non-guest ledger payments, handle cash, traveller's cheques, credit cards and direct billing, settle guest accounts and adjust accounts, balance cash and departmental totals at the end of each shift.
• Manage individual PMS accounts during check-out, ensure safe cash drops and maintain personal float.
• Upsell room categories during reservations and check-in.
• Health and safety: report hazards, defective equipment and suspicious persons or items to Security, follow key and information release procedures, and report accidents and injuries to the Hotel Nurse and Security.

Required profile

• Diploma or degree in Hospitality Management, Front Office Operations, Tourism or a related field.
• Minimum 2-3 years' experience in a similar front office role in a 5-star hotel.
• Excellent communication and interpersonal skills.
• High level of integrity and ability to handle cash and confidential information.

Required skills

• Proficiency in Opera or a similar Property Management System.
• Strong knowledge of reception procedures and cashiering.