Background

CHAK's constitution provides for membership to Protestant churches' health facilities and community-based health programmes provided their services are not for profit. Mission To facilitate member health units in their provision of quality healthcare services through advocacy, health systems strengthening, networking and innovative health programme

Job Purpose

Responsible for the cleanliness of Guest Rooms, Meeting Rooms, Public Areas and any other assigned areas.

The engagement is on an as-needed basis to support CHAK Guest House operations.

Key Duties and Responsibilities

• Responsible for welcoming guests to the Guest House and creating a positive first impression that underscores the Guest House commitment to quality service and hospitality and is important to the entire guest experience during their stay at the Guest House.
• Reserve, register and assign accommodation and conference rooms to guests. Provide continuous source of information and support for guests during their stay in the Guest House.
• Prepare and update guest bills on a daily basis.
• Responsible for receiving, follow up, resolution and providing feedback to guest and client requests and queries.
• Ensure safe custody of guest room keys.
• Provide a courteous, audible and clear call in and call out experience to all telephone calls made and received. Ensure efficient management of the switchboard – forwarding calls and taking down messages as may be necessary.
• Conduct and keep proper account of daily cash float.
• Receive and receipt payments from guests and other third parties. Ensure shift payment channels balance with system postings and hand over payments received to the Guest House accountant.
• Ensure all shift revenues are posted and end of shift reports are printed, signed and handed over to the accountant.
• Ensure proper handover during shift handover and takeover.
• Responsible for night audit when on duty in the night shift.
• The reception desk is manned 24hours and the duty receptionist is responsible for the smooth co-ordination and the daily interdepartmental communication. The duty receptionist will also cover for guest requests in the other departments in the absence of staff in that department especially during odd working hours.
• Ensure close monitoring of operations to safeguard security of staff, guests and Guest House property. Liaise with the security guards in case of any security incidents or concern and report such matters to the supervisor.
• Perform any other duties as may be assigned by management from time to time.

Academic Qualifications

• Kenya Certificate of Secondary Education (KCSE) or equivalent qualification.
• Certificate or Diploma in Front Office Operations, Hospitality Management, Tourism Management, or Business Administration from a recognized institution.
• Training in Customer Service or Hospitality Management will be an added advantage.

Experience

• At least 1–2 years’ experience in a front office, reception, or customer service role, preferably in a hotel, guest house, or hospitality environment.

Skills and Competencies Required

• Strong customer service and interpersonal skills.
• Good communication skills, both verbal and written.
• Basic computer skills and ability to work with reservation or billing systems.
• Ability to handle cash transactions accurately and maintain proper records.
• High level of integrity, honesty, and accountability.

• Responsible for welcoming guests to the Guest House and creating a positive first impression that underscores the Guest House commitment to quality service and hospitality and is important to the entire guest experience during their stay at the Guest House.
• Reserve, register and assign accommodation and conference rooms to guests. Provide continuous source of information and support for guests during their stay in the Guest House.
• Prepare and update guest bills on a daily basis.
• Responsible for receiving, follow up, resolution and providing feedback to guest and client requests and queries.
• Ensure safe custody of guest room keys.
• Provide a courteous, audible and clear call in and call out experience to all telephone calls made and received. Ensure efficient management of the switchboard – forwarding calls and taking down messages as may be necessary.
• Conduct and keep proper account of daily cash float.
• Receive and receipt payments from guests and other third parties. Ensure shift payment channels balance with system postings and hand over payments received to the Guest House accountant.
• Ensure all shift revenues are posted and end of shift reports are printed, signed and handed over to the accountant.
• Ensure proper handover during shift handover and takeover.
• Responsible for night audit when on duty in the night shift.
• The reception desk is manned 24hours and the duty receptionist is responsible for the smooth co-ordination and the daily interdepartmental communication. The duty receptionist will also cover for guest requests in the other departments in the absence of staff in that department especially during odd working hours.
• Ensure close monitoring of operations to safeguard security of staff, guests and Guest House property. Liaise with the security guards in case of any security incidents or concern and report such matters to the supervisor.
• Perform any other duties as may be assigned by management from time to time.

• Strong customer service and interpersonal skills.
• Good communication skills, both verbal and written.
• Basic computer skills and ability to work with reservation or billing systems.
• Ability to handle cash transactions accurately and maintain proper records.
• High level of integrity, honesty, and accountability.

• Kenya Certificate of Secondary Education (KCSE) or equivalent qualification.
• Certificate or Diploma in Front Office Operations, Hospitality Management, Tourism Management, or Business Administration from a recognized institution.
• Training in Customer Service or Hospitality Management will be an added advantage.