Receptionist/Cashier at Nairobi Safari Club

Role Purpose:

• Responsible for greeting and registering Hotel guests, providing guest service throughout the customer journey and settling guest accounts upon departure.

ROLES AND RESPONSIBILITIES
(include but are not limited to):

• Project courtesy, hospitality and professional behaviour across your department at all times with guests and fellow colleagues.
• Welcome guests upon arrival with courtesy and Register arrivals according to the hotel standards and procedures including the adherence to all credit and accounting procedures.
• Manage guest-room inventory by communicating regularly with Housekeeping to ensure rooms are available for efficient check-ins.
• Room guests according to reservation requests and inventory availability.
• Programme guest keys and master keys following established standards and procedures.
• File and manage registration cards for guests according to the hotel standards and procedures.
• Create, modify and cancel guestroom reservations for walk-ins when required.
• Review guestroom folios to check for discrepancies and ensure special billing arrangements are properly carried out.
• Provide guests with concierge advice and information and Coordinate tasks of Bell Desk and luggage service.
• Handle all incoming calls to the hotel, attend to guest inquiries, and resolve any issues in a timely and professional manner to ensure guest satisfaction.
• Monitor guest feedback and make recommendations for improvements or new products or services to meet guest needs.
• Check-out guests efficiently and courteously according to established standards and procedures including the adherence to all credit and accounting procedures.
• Post manual charges, advance deposits, no show charges and other charges as required following established procedures.
• Carefully manage the cash float according to established standards and procedures.
• Promote SBEC to guests by highlighting programme benefits, and assisting with queries and enrolment and provide existing SBEC members with additional services as stipulated by the programme or existing promotions.
• Maintain a complete understanding of the Hotel’s policy relating to fire, safety and health, and ensure all precautions are taken to safeguard against incidents.
• Perform other assignments to meet business needs as directed by your superiors.

Skills and Competencies:

• Proficiency with Opera hotel management systems is a must.
• Computer literate with knowledge in MS Office, especially Word and Excel.
• Strong Customer Service skills.
• Self-motivated.
• Team player.
• Strong interpersonal and communication skills.
• Good analytical skills and problem-solving skills.
• Able to multi-task and prioritize tasks consistent with business objectives.
• Knowledgeable of basic accounting principles and revenue management.
• High attention to detail.

Experience and Qualifications:

• Bachelor’s Degree / Diploma in Hospitality Management.
• Minimum of 1 year of experience as a Receptionist/Cashier in a 4- or 5-star hotel, preferably with an international hotel brand.