About the Hotel:

The Hotel is a boutique highland retreat in Nyeri with 12 rooms, a restaurant, spa, and nursery. We support our guests’ well being by offering accessible luxury through traditional highland healing wisdom, farm-fresh food, indigenous flora for visual and aromatherapy, abundant birdlife, and views of Mount Kenya.

As a growing business, the hotel maintains a fast-paced environment, which we balance with care, teamwork, and shared purpose. Our team members are empowered to build confidence, develop practical skills and deliver thoughtful service as a community of service.

Key Responsibilities:

Front Desk Duties

• Welcome and check in/check out guests professionally
• Do guest walk arounds for walk in inquiries
• Handle guest inquiries, requests, and complaints promptly
• Maintain a clean, organized reception area
• Coordinate with housekeeping on room status

Reservations Management

• Receive and process inquiries and bookings (Walk in guests, phone, email, social media, OTAs)
• Update reservation systems accurately
• Confirm, modify, or cancel bookings
• Monitor room availability and maximize occupancy
• Prepare and share the daily and weekly occupancy report

Guest Experience

• Provide personalized service (boutique hotel standard)
• Share information about hotel services, spa, and restaurant
• Upsell rooms, spa treatments, and dining experiences

Cashiering & Administration

• Process payments (cash, card, mobile money)
• Issue invoices and receipts
• Maintain daily reports and reservation records

Communication & Coordination

• Liaise with housekeeping, restaurant, and spa teams
• Relay special guest requests (VIPs, dietary needs, etc.)
• Ensure smooth daily operations across departments

Requirements:

Education & Experience

• Diploma or certificate in Hospitality Management or related field
• 1–2 years experience in a hotel front office role preferred
• Familiar with reservations management software
• Familiar with online booking systems e.g. OTAs & Social media

NB: Training will be provided any specific systems and softwares used

Skills & Competencies

• Excellent communication and customer service skills
• Strong organizational and multitasking ability
• Basic computer skills (PMS systems, email, MS Office)
• Attention to detail and problem-solving skills

Personal Attributes

• Friendly, professional, and well-presented
• Honest and reliable
• Ability to work shifts, weekends, and holidays

Key Performance Indicators (KPIs)

• Guest satisfaction scores
• Response rate
• Booking accuracy
• Occupancy rate support
• Upselling performance

Working Conditions

• Shift work (including weekends and holidays)
• Fast-paced, guest-facing environment

• Welcome and check in/check out guests professionally
• Do guest walk arounds for walk in inquiries
• Handle guest inquiries, requests, and complaints promptly
• Maintain a clean, organized reception area
• Coordinate with housekeeping on room status
• Receive and process inquiries and bookings (Walk in guests, phone, email, social media, OTAs)
• Update reservation systems accurately
• Confirm, modify, or cancel bookings
• Monitor room availability and maximize occupancy
• Prepare and share the daily and weekly occupancy report
• Provide personalized service (boutique hotel standard)
• Share information about hotel services, spa, and restaurant
• Upsell rooms, spa treatments, and dining experiences
• Process payments (cash, card, mobile money)
• Issue invoices and receipts
• Maintain daily reports and reservation records
• Liaise with housekeeping, restaurant, and spa teams
• Relay special guest requests (VIPs, dietary needs, etc.)
• Ensure smooth daily operations across departments

• Excellent communication and customer service skills
• Strong organizational and multitasking ability
• Basic computer skills (PMS systems, email, MS Office)
• Attention to detail and problem-solving skills

• Diploma or certificate in Hospitality Management or related field
• 1–2 years experience in a hotel front office role preferred
• Familiar with reservations management software
• Familiar with online booking systems e.g. OTAs & Social media