Club Lounge Agent at Ole-Sereni


  • Company: Ole-Sereni
  • Location: Kenya
  • State: Nairobi
  • Job type: Full-Time
  • Job category: Administrative/Secretarial Jobs in Kenya

The incumbent in this position is responsible for checking-in and checking-out our guests on the Club Lounge/ Apartment Floor in a friendly and caring manner. At all time, he/she displays a professional and positive image of the hotel as he/she plays a crucial role in the first and last impression the guest will have of the hotel.


  • Diploma or Certificate in Front Office Operations or Higher qualification in Hotel Management.
  • Must be computer literate – working knowledge of office packages – word, excel.
  • Experience: A minimum of three (2) years experience in a similar position, additional language ability is a plus / Minimum of three (2) years experience with a noted Hotel/Brand.
  • Knowledge of cashier operations.
  • Knowledge of Hotel business operations.


  • Communicate clearly and understand the predominant language(s) of our guests.
  • Work in a standing position for long periods of time (up to 6 hours).
  • Proficient in computer operations including hotel management system, word, excel & outlook.
  • Good people management skills.
  • Must be flexible and adaptable to change.
  • Demonstrate time management and organizational skills.
  • Must be internally motivated and detail oriented.
  • Must be able to work a flexible schedule including days, weekends and holidays.
  • Punctuality and regular and reliable attendance.
  • Honesty and Integrity.
  • Building teamwork.
  • Interpersonal skills; customer service orientation, communication skills.
  • Writing skills: able to write welcome letters and apologies to guests.
  • Listening & oral skills.


  • Registers guests and assigns rooms, accommodates special requests whenever possible.
  • Assists in pre-registration and blocking of rooms for arrivals.
  • Thoroughly understands and adheres to proper credit, checks cashing, and cash-handling policies and procedures.
  • Understands room status and room status tracking.
  • Knows room locations, types of rooms available and room rates.
  • Uses suggestive selling techniques to sell rooms and to promote other services of the Hotel.
  • Coordinates room status, updates with the Housekeeping Department by notifying them of all check outs, early check ins, special requests and day-use rooms.
  • Prepare arrival reports and share with the concerned departments.
  • Conduct room inspections and coordinate your findings with the necessary departments.
  • Ensure the cleanliness and neatness of the Club Lounge areas.
  •  Possesses a working knowledge of the reservation department, takes same day reservation and future reservation when necessary.  Knows cancellation procedures.
  • Uses proper telephone etiquette.
  • Uses proper mail, package, and message handling procedures.
  • Attends daily briefings, does a thorough verbal and written handover and is aware of daily activities taking place in the Hotel.
  • Reports any unusual occurrences or requests to Shift Leader or designated Manager.
  • Knows all safety and emergency procedures.
  • Develops a thorough knowledge of computer system, room allocation and types of rooms.
  • Stays up to date on room rates, packages, discounts, and how to handle each as well how each relates to each department.
  • Develops a detailed knowledge about the Hotel staff, services and hours of operations.
  • Conduct daily courtesy & departure calls.
  • Completes check in and check out procedures efficiently.
  • Escorts guests to their rooms whilst promoting the hotel and following all necessary procedures.
  • Obtains a cash float and keep it balanced.
  • Post charges to guests’ accounts.
  • Handles cash, cheques, credit cards and direct billing requests properly.
  • Transfers folios charged to city ledger to each Company/TA account correctly.
  • Responsible for returning guests’ passports after scanning them immediately.
  • Coordinate with Transportation and airport desk to ensure timely pick-up and drop-off of guests, if required
  • Uses proper vouchers to deal with different front desk transactions (petty cash, meal and paid out vouchers).
  •  Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve overall objectives of this position.
  •  Understands and strictly adheres to the Rules & Regulations established in the Employees Handbook and the Hotel’s policy on Fire, Hygiene and Health & Safety.
  • Ensures that a good relationship is kept between all other departments.
  •  Play and active role in the implementation of new procedures and services.
  • Reports for duty punctually wearing the correct uniform and name tag at all times.
  • Performs any other duties as assigned to him/her by management.

How to Apply

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