Front Office Agent

Job Title: Front Office Agent

Date Posted: 28/09/2026

Job Type: Full Time

Job Level: Entry

Employer: The Social House

Industry: Administration

Salary: Open

Location: Nairobi

Country: Kenya

Deadline: 05/10/2026

Key Responsibilities

• As Front Office Agent, you will:
• Welcome arriving guests genuinely and warmly, making direct eye contact and recognising returning guests whenever possible.
• Complete check in and check out processes accurately and efficiently.
• Create a personalised arrival experience rather than simply handing over a room key.
• Brief arriving guests on the House, our restaurants, experiences, facilities and services.
• Handle room reservations, amendments and guest enquiries.
• Monitor room status information and work closely with Housekeeping to support smooth room readiness and guest arrivals.
• Maintain accurate guest profiles within the Property Management System.
• Capture and update guest preferences and relevant history to support more personalised future stays.
• Identify duplicate guest profiles and maintain accurate guest records.
• Process guest payments accurately and securely.
• Handle cashiering, invoices, PDQ transactions and other Front Office financial responsibilities in accordance with company procedures.
• Handle approved foreign currency transactions in accordance with company procedures.
• Maintain accurate records, reports and supporting documentation.
• Respond promptly to telephone calls and guest enquiries.
• Coordinate guest requests with Housekeeping, Maintenance, Food & Beverage, Security and other departments.
• Follow up on requests rather than assuming someone else has handled them.
• Identify guest concerns early and take appropriate action.
• Resolve reasonable guest concerns within your authority and escalate appropriately when additional intervention is required.
• Record guest feedback and ensure important information is communicated during shift handovers.
• Maintain an organised, professional and welcoming Front Desk environment.
• Protect guest information and maintain strict confidentiality.

Qualifications

• You should bring:
• A Diploma in Hotel Management, Front Office Operations or another relevant qualification from a recognised hospitality or tourism institution.
• A relevant degree will be an added advantage.
• Proven experience as a Front Office Agent, Guest Service Agent, Receptionist or similar guest facing hotel professional.
• Previous experience in a 4 or 5 star hotel, lifestyle hotel, boutique hotel or premium hospitality environment is strongly preferred.
• Hands on experience using a Property Management System such as Opera.
• Experience handling guest check ins, check outs, reservations and room enquiries.
• Experience with cashiering, invoices, cash handling and PDQ payment terminals.
• Basic bookkeeping and numerical accuracy.
• Good working knowledge of Microsoft Word and Excel.
• Confidence using multi line telephone systems and standard Front Office equipment.
• Excellent spoken and written English.
• Strong communication and interpersonal skills.
• A warm, expressive and naturally engaging personality.
• Strong organisational ability and attention to detail.
• The ability to remain composed and productive during busy arrival and departure periods.
• Confidence dealing with guest complaints and difficult situations.
• Commercial awareness and willingness to contribute towards revenue targets.
• High standards of honesty, integrity and confidentiality.
• Flexibility to work shifts, including evenings, weekends and public holidays.