Club Lounge Agent Job in Nairobi, Kenya – Club Lounge Agent

Job Summary

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.
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