Front Desk Agent at Hyatt Place-how to apply!

Summary

Care Connects Us!

It all begins with caring individuals. Here at Hyatt, we’re passionate about the power of belonging and bringing people together, wherever they may be in the world. We transform travels into adventures, meetings into experiences, and employment into vocations. Come along and help bring a more human touch to travel. Linked. enduring. Everyone has a part to play in this. You can shape opportunities. We value your uniqueness. Our common conviction that hospitality is a vocation for people who care about others rather than merely a job is the foundation of Hyatt. People find you appealing. People who are similar to us.

We are searching for a Front Office Agent at Hyatt Place Nairobi Westlands & Hyatt House Nairobi Westlands. The role will be responsible for enhancing customer satisfaction through the provision of effective, timely, trouble-free, and courteous Front Office services related to arriving, in-house, and departing guests. They must be able to collaborate closely with all important business partners to produce high-caliber visitor experiences. The employee represents the hotel as a brand ambassador by exemplifying the culture and values of the organization.

Key Responsibilities:

• Receives guests in a professional and friendly manner, satisfying guest expectations from arrival through to departure.
• Is available to register, process, and greet guests promptly.
• Checks the daily arrival list.
• Welcomes customers to the hotel.
• Responds to guest requests for information about the hotel and its surroundings.
• Arranges for special services requested by the guests.
• Stays current with developments in the hotel by reviewing the communication logbook each shift; updates logbook for next shift.
• Arranges fulfilment of guest services by working with Bell team, Housekeeping, Reservations and any other depending on the request/service.
• Allocates rooms and issues appropriate keys.
• Follows-up and verifies arrivals by updating registration cards ensuring correct spelling of guest’s name, addresses and method of payment. • Changes room rates and guest rooms after approval by management.
• Handles incoming guest room reservations.
• Handles reservations for guests on transfers, restaurants, etc.
• Is aware, at all times, of current room status and room availability.
• Is fully aware of the relevant service concepts.
• Is fully aware of, and knows how to handle, all current and future hotel promotions.
• Utilizes yield management to maximize room revenue.
• Increases hotel revenue by promoting food and beverage alternatives within the hotel.
• Minimizes loss of revenue by adhering to all established credit policies and procedures.
• Ensures all guests establish credit upon check-in.
• Monitors guest accounts to ensure adherence to hotel credit limits by completing high balance reports and verifies accuracy of registration information.
• Improves timeliness of cash flow by adhering to established credit and inventory control policies and procedures.
• Receives and records proper approval codes for cash and credit card paying guests.
• Identifies and records special billing instructions and notifies Finance and immediate supervisor.
• Completes shift closing duties accurately.
• Adheres to hotel policies and procedures regarding the use of cash banks.
• Communicates effectively with guests, colleagues, and supervisors.
• Demonstrates teamwork by co-operating and assisting colleagues as needed.
• Handles difficult situations swiftly and effectively.
• Communicates open and closed dates, availability and condition of rooms to the Front Office Team Leader.
• Keeps effective key control as per relevant policies and procedures in place.
• Ensures that guest mail and messages are delivered correctly and promptly.
• Demonstrates a working knowledge of all services and facilities of the hotel, and effectively assists the hotel’s guests.
• Uses the ABC (Attitude, Behavior & Conflict) approach to respond to negative comments and complaints; and notifies Front Office Team Leader immediately for appropriate follow-up.
• Attends and participates in all Front Office department meetings.
• Cooperates in the performance of any reasonable task requested by the management.
• To perform all duties and responsibilities in a timely and efficient manner in accordance with established hotel policies to achieve the overall objectives of the position.
• To ensure that Hyatt Place & Hyatt House Nairobi, Westlands’ Front Office Policies and Standard Operational Procedures are adhered to at all times

Qualifications

• Diploma or bachelor’s degree in Tourism/Hotel Management or its equivalent
• 2+ years of experience, preferably in an international brand hotel environment
• Guest services experience
• Proven track record in a similar role
• Strong analytical, interpersonal and problem-solving skills
• Excellent Microsoft Office application and PMS experience is required
• Highly organized, ability to be flexible and proven skills working in an environment with constant standing and walking throughout the shift
• Ability to deal efficiently with complaints exhibiting a solid customer service approach
• The ability to remain positive and focused in a fast-paced environment
• Great computer skills with proficiency in front office operations systems especially Opera.