The Fairmont Norfolk is a historic hotel in Nairobi, Kenya and is owned by the luxury hotel chain, Fairmont Hotels and Resorts. The hotel has 170 rooms, 4 restaurants, and consists of 5 main blocks, each ranging from 1 to 2 stories high. The hotel has a signature Tudor style of architecture that has been maintained since its original construction.

Job Description

The Front Office Agent is responsible for delivering exceptional guest service and ensuring a seamless front desk experience in line with Fairmont Brand Standards, creating positive first and last impressions through professional reception, efficient processes, and proactive guest engagement.

Guest Satisfaction

• Ensure guest satisfaction is the highest priority during check-in, check-out, and throughout the guest stay.
• Ensure the reception desk is covered at all times and calls are answered according to standards.
• Handle arrival and departure procedures efficiently and accurately.
• Demonstrate Fairmont Brand Standards by actively engaging guests.
• Consistently apply service essentials at the front office.
• Clearly explain registration procedures, credit card policies, and settlement of accounts.
• Provide professional recommendations and suggestions to enhance the guest experience.
• Communicate guest preferences to all relevant departments for seamless service.
• Exceed guest expectations and turn moments into memorable experiences.
• Remain conversant with the department’s frequently asked questions.

Cashiering

• Complete cashier pre-shift supply checks.
• Post non-guest ledger payments.
• Handle cash, traveler’s cheques, credit cards, and direct billing accurately.
• Settle guest accounts and transfer balances to the correct ledgers.
• Process account adjustments.
• Balance cash and departmental totals at the end of each shift.

Health & Safety

• Identify and report safety hazards.
• Ensure equipment is in good working condition and report any defects.
• Report suspicious persons or items to Security.
• Protect guest privacy and security by following key and information release procedures.
• Report all accidents and injuries to the Hotel Nurse and Security.

Financial Responsibilities

• Manage individual PMS accounts during check-out.
• Ensure safe cash drops and maintain personal float.
• Upsell room categories during reservations and check-in.

Qualifications

• Diploma or Degree in Hospitality Management, Front Office Operations, Tourism, or related field.
• Minimum 2-3 years’ experience in a similar front office role in a 5 star hotel.
• Excellent communication and interpersonal skills.
• Proficiency in Opera or a similar Property Management System.
• Strong knowledge of reception procedures and cashiering.
• High level of integrity and ability to handle cash and confidential information.

• Ensure guest satisfaction is the highest priority during check-in, check-out, and throughout the guest stay.
• Ensure the reception desk is covered at all times and calls are answered according to standards.
• Handle arrival and departure procedures efficiently and accurately.
• Demonstrate Fairmont Brand Standards by actively engaging guests.
• Consistently apply service essentials at the front office.
• Clearly explain registration procedures, credit card policies, and settlement of accounts.
• Provide professional recommendations and suggestions to enhance the guest experience.
• Communicate guest preferences to all relevant departments for seamless service.
• Exceed guest expectations and turn moments into memorable experiences.
• Remain conversant with the department’s frequently asked questions.
• Complete cashier pre-shift supply checks.
• Post non-guest ledger payments.
• Handle cash, traveler’s cheques, credit cards, and direct billing accurately.
• Settle guest accounts and transfer balances to the correct ledgers.
• Process account adjustments.
• Balance cash and departmental totals at the end of each shift.
• Identify and report safety hazards.
• Ensure equipment is in good working condition and report any defects.
• Report suspicious persons or items to Security.
• Protect guest privacy and security by following key and information release procedures.
• Report all accidents and injuries to the Hotel Nurse and Security.
• Manage individual PMS accounts during check-out.
• Ensure safe cash drops and maintain personal float.
• Upsell room categories during reservations and check-in.

• Excellent communication and interpersonal skills
• Proficiency in Opera or a similar Property Management System
• Strong knowledge of reception procedures and cashiering
• High level of integrity and ability to handle cash and confidential information

• Diploma or Degree in Hospitality Management, Front Office Operations, Tourism, or related field.
• Minimum 2-3 years’ experience in a similar front office role in a 5 star hotel.