- Warmly welcome guests on arrival and assist with check-in / check-out procedures

- Handle guest inquiries, requests, complaints professionally and resolve them promptly

- Provide information on hotel services, local attractions, transport, and facilities

- Manage VIP guest arrivals and ensure special requests are handled

- Handle walk-in, phone & email.

- Maintain room inventory and update room status in PMS

- Upsell room upgrades, late check-outs, breakfast, and other hotel services

- Handle group bookings, corporate bookings, and cancellations

#### 3. Billing & Cash Handling

- Post charges, process payments, and prepare guest folios

- Handle cash, M-Pesa, credit/debit cards, and bank transfers

- Perform cashier duties, safe custody, and daily cash reconciliation

- Handle night audit tasks when required

#### 4. Front Office Operations

- Answer and transfer calls professionally on the PBX system

- Coordinate with Housekeeping, F&B, and Maintenance for guest requests

- Maintain front desk area, lobby, and guest records to hotel standards

- Handle lost & found, luggage handling, and wake-up calls

- Prepare arrival/departure reports and occupancy reports

#### 5. Compliance & Standards

- Adhere to hotel SOPs, brand standards, and health & safety regulations

- Maintain guest confidentiality and data protection

- Ensure 100% customer satisfaction and positive online reviews

### QUALIFICATIONS & EXPERIENCE

- Diploma in Hospitality Management, Front Office Operations, or related field

- 1-2 years experience in Front Office in a 3-Star or 4-Star hotel

- Experience with PMS software: Opera, Hotelogix, Cloudbeds, or similar

- Computer literate: MS Office, email, booking portals