Job Description Front Desk Agent (Chinese Speaking) First impressions are everything! As a Guest Services Agent, you will take care of the guests from the moment they arrive through to their departure by ensuring they have a memorable experience with us. What is in it for you: Employee benefit card offering discounted rates at Accor worldwide Learning programs through our Academies Opportunity to develop your talent and grow within your property and across the world! Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21 What you will be doing: Consistently offer professional, friendly, and engaging service Handle all Guest requests promptly and efficiently Follow Front Office policies, procedures, and service standards Welcome, check-in, and check-out guests Greet, check-in, respond to requests and settle accounts while providing exceptional service Take the initiative to add a personalized experience Proudly promote the hotel facilities, looking for opportunities to enhance a guest's stay through up-selling Assist guests regarding hotel facilities in an informative and helpful manner Efficiently handle all guest queries and requests Promptly and pleasantly handle phone calls and guest messages Ensure that the guest services Desk is appropriately supplied and stocked at all times Follow all safety and sanitation policies Adhere to the hotel's vehicle handling and safety policies while driving hotel and guest vehicles Have full knowledge of the hotel's emergency procedures Maintain a safe working environment Assist Front Office with administrative duties as required Participate in meetings Other duties as assigned Qualifications Your experience and skills include: Fluency in Chinese and English (additional languages are an asset) Ability to multitask in a dynamic environment while maintaining composure Excellent written and verbal communication skills with a knack for building rapport with guests Strong organisational and leadership abilities Proficiency in Microsoft Windows programs Previous work experience in hospitality or customer service Ability to create unforgettable impressions by surpassing guest expectations Proficiency in cash handling Capacity to address guest requests and resolve issues sensitively and professionally Demonstrated ability to make independent decisions, solve problems, and manage events autonomously Team player mentality with a willingness to continuously develop and learn Precision in work and keen attention to detail Additional Information Your team and working environment: Fairmont The Norfolk Hotel has played a leading role in Kenya's colorful history, and continues to be Nairobi's finest and best-known luxury hotel. The town and later the modern city of Nairobi grew up around Fairmont The Norfolk hotel, which boasts 170 guest rooms and suites, and still has its own private tropical gardens. The hotel is still the traditional starting point for safaris and the Lord Delamere Terrace is modern Nairobi's most famous meeting place, where drinks and light meals are served continuously from morning until midnight. Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
