Join our story at Hyatt Place and Hyatt House, Nairobi Westlands. Full-Time Receive and direct calls efficiently to guest rooms, hotel team members or departments through the PBX system.  Checks on the house status both In PMS and Reserve, upon reporting on duty and consistently during the shift, especially on high occupancies for proper decision making. Ensure all hotel guests are received within the set standard operating procedures.  Ensuring that all calls are handled within the standard operating procedures. Manage the Front Office master roll and duty Rota last minute changes. Regular contact with guests during their stay, and escalating their concerns to the Head of Department or Duty Manager in order to ensure everything is addressed in a timely manner. Offer assistance to the Front Office staff when required, including training and creating team environment.  To ensure that guests profile details for all arrivals are correctly keyed in the PMS, and reconfirms all the rates within the shift.  Ensure close coordination and communication with the Reservations team more so on last minute requests. Ensure GEM (Guest Experience Management) Notes, are acted upon on a daily basis. Traces, Specials, Preferences and Profile notes in PMS should be acted upon accurately and timely. Ensure check in and check out for all guests is done efficiently, attachment of correspondences, recording/scanning of registration cards and proper docketing.  Ensure to highlight our Loyalty program "World of Hyatt" to our new customers and target to enroll as many as possible. Ensure that all newly enrolled "World of Hyatt" guests are registered on the same day, before end of the day. Co-ordinates arrival rooms allocations considering special requests and follows up with Housekeeping to update the PMS rooms status to inspected status before arrival.  Confirms invoicing accuracy of all city ledger bills before forwarding to Finance, at the end of every shift to ensure that all required documents are well attached.  Ensuring that the credit policy is adhered to in reference to deposits, by all arrivals and regular monitoring of high balances in line with the floor limit.  Daily monitoring of PMS and closing the outstanding balances as directed by the Front Office Manager/Assistant Front Office Manager.  Timely preparing of the monthly Duty Rota for the Front Office Staff and control of the pending individual days to a minimal level.  Takes control of the housekeepers’ discrepancy report and action on any discrepancies as well as file a copy for future reference.  Ensures that pending handover issues recorded in all Front Office sub departments are actioned within the required timeline.  Co-ordinates guests’ arrival briefing and rooming by the front office staff on check in.  To ensure stationaries are available at all times and monitor correct usage to avoid wastage.  Ensure the stock levels are in line with the projected occupancies.  Engage customers checking out and immediately escalate any negative comments to the Front Office Manager, Asst. FOM or Duty Manager for further guest engagement.  Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily. To inspect Hyatt House apartments alongside with the housekeeping leadership team, whose occupancy includes/included a pet to assess damage during guest stay or/and upon check out. (if directed to do so by the FOM or Asst. FOM) as per the Pet and Animal Service policy. Familiarize yourself with telephone operator functions in Opera.  Maintain a record and include any major outstanding operator issues along with status in the daily reports.  Conduct the proper response notification of all malicious, bomb threats security related calls as per the hotel stipulated standards.  Log all wake-up call requests and perform wakeup call services. Assist in conducting performance appraisals under the guidance of the FO Manager or the Assistant FO Manager.

Other duties assigned by the management, from time to time.

Posted May 24, 2025