Front Office Agent

About

The Front Office Agent delivers exceptional guest service and a seamless front desk experience in line with Fairmont Brand Standards. The role covers guest satisfaction, cashiering, health and safety, and financial responsibilities. Applicants need a relevant diploma or degree, 2–3 years of similar 5-star hotel front-office experience, and Opera or similar PMS proficiency. Reference: REF123183Q Terms of service: Permanent Duty station: Fairmont Mount Kenya Safari Club, Nanyuki, Kenya

How to apply

Apply online through the official advert page on Accor Careers.

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Responsibilities

• 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.

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.