Front Office Agent
Recruit Finds
Nairobi, Kenya
Job summary
Front Office Agent AT Novotel Hotels
About this role
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Front Office Agent
About Accor
Accor is a global hospitality group built around the purpose of pioneering responsible hospitality, connecting cultures and delivering genuine care. The company encourages its employees to bring their individuality, creativity and passion to their work while providing opportunities for continuous learning, professional development and career growth.
As part of Accor, employees have the opportunity to build their careers across a wide range of hospitality brands and explore different possibilities within the group.
Role Overview
The Front Office Agent will be responsible for creating a positive guest experience from arrival through departure. The position requires someone who can provide welcoming and professional service while handling front desk operations efficiently and accurately.
Key Responsibilities
Welcome guests warmly and complete their registration upon arrival.
Carry out check-in and check-out processes accurately and efficiently.
Respond to guest questions, requests and concerns in a prompt and courteous manner.
Handle reservations and allocate rooms through the hotel management system.
Process guest payments and ensure financial records are properly maintained.
Register guests for the ALL loyalty programme.
Support currency exchange and safety deposit box services when required.
Work closely with other hotel departments to maintain high levels of guest satisfaction.
Inform guests about available hotel facilities, services and local attractions.
Handle and resolve guest complaints professionally and within an appropriate timeframe.
Keep the reception desk clean, tidy and well organised.
Follow established hotel policies, procedures and safety requirements.
Support night audit activities when assigned to evening shifts.
Qualifications and Requirements
Diploma in Front Office Operations or a related area.
Previous experience working as a Front Office Agent within a 4-star or 5-star hotel.
Practical experience using Opera Cloud.
A proactive approach to work and the ability to take responsibility for mistakes and learn from them.
A strong sense of character and a willingness to contribute more than just technical skills.
Excellent customer service abilities combined with a friendly and professional approach.
Ability to perform effectively in a busy, fast-paced hospitality environment.
Strong organisational skills and close attention to detail.
Willingness to work different shifts, including evenings, weekends and public holidays.
Working Environment
At Accor, employees are known as Heartists, reflecting the company’s focus on putting genuine care and passion at the centre of hospitality.
The team seeks to create meaningful interactions with both guests and colleagues while maintaining an engaging, enthusiastic and professionally rewarding workplace.
Diversity and Inclusion
Accor is committed to creating an inclusive workplace where diverse talent is welcomed, recruited and given opportunities to progress within the organisation.