Front Office Supervisor

Fairmont Hotels and Resorts

•  Nairobi
•  Permanent
•  Full-time

Job Summary

As a Front Office Supervisor, you will demonstrate the essence of creating an exceptional guest journey. You are committed to taking care of the guests from the moment they arrive through to their departure with highly-tailored & engaging guest service.

Your experience and skills include:

• Skilled in Front Office operations and supervision with the ability to work in a multicultural and diverse environment
• Minimum 3 – 5 years’ relevant experience with at least 2 year at a supervisory level
• Penchant for customer service and effectively manage guest complaints
• Ability to train and manage a dynamic team
• Excellent English communication skills; both verbal and written
• Knowledge of Micros or similar POS systems, Opera or similar PMS systems and Microsoft Software

Responsibilities

Reporting to the Lodge Manager, responsibilities and essential job functions include but are not limited to the following:

• Manage and supervise all tasks of his/her staff to ensure optimal guest satisfaction
• Greet all guests in a friendly and helpful manner and attempt to learn and use guest’s name at every opportunity
• Register and room all arrivals according to established procedures
• Perform check in, check out and room change procedures and ensure all data are entered completely into the hotel systems
• Maintain cashier float and ensure accurate daily report of all money received
• Cash hotel guests’ personal and travelers checks and assist with currency exchange
• Keep abreast of all modifications to accounting policies and procedures
• Knowledgeable of all special promotion procedures for programs such as Seasonal Packages, Frequent Flyers Programs, and Loyalty programs
• Attend to guest’s complaints, inquiries and requests in a timely and courteous manner
• Is familiar with other hotels so that guest indicating any next destination on the registration card can be “sold” on an onward booking to other Accor Hotels
• Perform the audit balances and prepare all works for audit in an orderly fashion
• Maintain comprehensive knowledge of standard reservation procedures
• Maintain exemplary department standards of behavior and appearance and attitude
• Ensure that the front desk work area is kept clean and in an orderly state at all times
• Conducts shift briefings to communicate hotel activities and operational requirements

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