The incumbent will be based at Fairmont The Norfolk.
Hotel Overview:
Fairmont The Norfolk Hotel has played a leading role in Kenya's colorful history, and continues to be Nairobi's finest and best-known luxury hotel. The town and later the modern city of Nairobi grew up around Fairmont The Norfolk hotel, which boasts 165 guest rooms and suites, and still has its own private tropical gardens. The hotel is still the traditional starting point for safaris and the Lord Delamere Terrace is modern Nairobi's most famous meeting place, where drinks and light meals are served continuously from morning until midnight).
Summary of Responsibilities:
Reporting to the Front Office Manager, responsibilities and essential job functions include but are not limited to the following:
- Consistently
offers professional, engaging and friendly service
- To
lead and coach the front desk team towards achieving the highest
levels of exceptional guest service and colleague satisfaction
results, through the application of all our standards and policies.
- Ensure
that the reception, Lobby area and the Business centre are always
clean, mis en place in place
- To
handle guest requests inquiries and complaints in a pleasant,
professional and accommodating manner
- Seek
feedback on guest satisfaction and respond to guest enquiries or
complaints within 24 hours completing this with a follow up to the
AFOM or FOM in accordance to our values, mission and vision.
- Follow
ups on all GIA’s raised to ensure all the raised issues have been
addressed.
- Ensure
co-ordination for all groups arriving are done in advance i.e. check
in, baggage handling, luggage collection upon check in/out e.t.c are
handled with utmost attention to minimize crowding in the lobby both
on arrival and departure.
- Attend
Resume meetings organized by the Catering teams for expected and
arriving guests.
- Ensure
that the Three day Window is done for all arrivals to check that all
the billing instructions and future reservations are all in order
- Assist
the FPC Co-ordinator with the FPC Arrivals, checking of the VIP
rooms prior to arrival as well as ensure that the Loyalty Program
enrollments are done
- Ensure
that they are the Up sell champions for the Up sell program for the
front office to assist maximize our room revenues.
- Assist
in conducting daily training for the front desk agents.
- Handle
other projects and tasks as assigned by the FOM
- Previous
experience in a similar position in a Five star hotel an added
advantage
- Diploma
in Front Office operations or equivalent
- Knowlege
of Opera system an added advantage
- Fluency
in a foreign language an added advantage
- Constant
standing and walking throughout shift
- Visa
Requirements: Candidate
must be a Kenyan Citizen.
About fairmont hotels & resorts
At Fairmont Hotels & Resort we offer our guests the finest hospitality experience in each of our destinations. And we know that, to offer our guests the best, we first need to offer our employees the best. That's why you'll find exceptional work opportunities - throughout North America and the Caribbean, Europe and Africa, the Middle East and Asia Pacific - as well as industry - leading training, career development, recognition and rewards. Fairmont Hotels & Resorts is a celebrated collection of hotels that includes landmark locations like London's The Savoy, New York's The Plaza, and Shanghai's Fairmont Peace Hotel. Our teams are guided by values of Respect, Integrity, Teamwork and Empowerment; we employ the highest ethical and quality standards, treating all colleagues with fairness and dignity. A community and environmental leader, Fairmont is also regarded for its responsible tourism practices and award - winning Green Partnership program. An exciting future awaits!
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