Front Office Agent

The Fairmont Norfolk is a historic hotel in Nairobi, Kenya and is owned by the luxury hotel chain, Fairmont Hotels and Resorts. The hotel has 170 rooms, 4 restaurants, and consists of 5 main blocks, each ranging from 1 to 2 stories high. The hotel has a signature Tudor style of architecture that has been maintained since its original construction.

Front Office Agent

The Front Office Agent is responsible for delivering exceptional guest service and ensuring a seamless front desk experience in line with Fairmont Brand Standards, creating positive first and last impressions through professional reception, efficient processes, and proactive guest engagement.

Guest Satisfaction

• 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.

Cashiering

• Complete cashier pre-shift supply checks.

• Post non-guest ledger payments.