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Team Leader, Front Desk job at Hyatt Place & Hyatt House Nairobi Westlands | Apply Now
Nairobi, Kenya
Full Time
Are you looking for Hospitality jobs in Kenya 2025 today? then you might be interested in Team Leader, Front Desk job at Hyatt Place & Hyatt House Nairobi Westlands
About the Organisation
Hyatt is a leading global hospitality company known for its dedication to exceptional guest experiences, quality service, and creating inclusive work environments. Hyatt Place & Hyatt House Nairobi Westlands is part of Hyatt’s portfolio of hotels offering modern accommodations and hospitality services in Nairobi.
Job Title
Team Leader, Front Desk job at Hyatt Place & Hyatt House Nairobi Westlands
Hyatt Place & Hyatt House Nairobi Westlands
Job Description
The Team Leader, Front Desk, is responsible for managing front desk operations including directing calls, coordinating guest check-ins and check-outs, managing the Front Office roster, ensuring accurate guest data entry in PMS, monitoring guest profiles and preferences, coordinating with housekeeping and reservations, handling guest complaints, and supporting the Front Office staff with training and leadership. This role requires excellent communication, organizational skills, and a focus on guest satisfaction. The role also includes administrative responsibilities like preparing duty rosters, monitoring inventory of stationeries, and collaborating with finance on billing accuracy.
Duties, Roles and Responsibilities
Efficiently receive and direct calls via PBX to guests, team members, or departments
Monitor hotel occupancy and house status through PMS and Reserve systems
Ensure all guests are received following standard operating procedures
Manage the Front Office master roll and duty rosters, including last-minute changes
Maintain close communication with guests to address concerns promptly
Provide training and support to Front Office staff to foster teamwork
Accurately input guest profile details and confirm rates in PMS
Coordinate with Reservations on last-minute requests and guest preferences
Follow up on Guest Experience Management (GEM) notes daily
Ensure smooth and timely guest check-ins and check-outs with proper documentation
Promote and register guests in the “World of Hyatt” loyalty program
Coordinate room allocations and liaise with Housekeeping on room readiness
Confirm accuracy of city ledger invoices and monitor credit policy adherence
Prepare monthly duty rosters and minimize pending leave days
Manage discrepancies reported by housekeeping and ensure timely resolution
Handle guest and internal complaints courteously and efficiently
Assist in performance appraisals under management guidance
Manage wake-up call services and emergency response notifications
Inspect hotel apartments for damages related to pets as needed
Perform other duties assigned by management
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
Qualifications, Education and Competencies
Prior experience in a similar Front Desk or hospitality supervisory role is an advantage
Strong knowledge of PMS systems (Opera preferred) and telephone operator functions
Excellent communication, interpersonal, and leadership skills
Ability to multitask and handle guest complaints effectively
Strong organizational and problem-solving skills
Customer-focused with a professional demeanor
Ability to work flexible hours as required
How to Apply
ONLY ONLINE APPLICATIONS:
Interested candidates are advised that all applications should be submitted online;
To apply please click the “Apply” button below.
