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Fairmont The Norfolk, Nairobi, Kenya

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REF29350M

EN - Front Desk Agent (Chinese Speaking)

Region

Luxury & Lifestyle


Company Description

Join us at Accor, where life pulses with passion!

As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status-quo.​

By joining us, you will become a Heartist®, because hospitality is, first and foremost, a work of heart.​

You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world!​

You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.​

Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.

Hospitality is a work of heart,
Join us and become a Heartist®.


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.

La diversité et l’inclusion pour Accor, c’est accueillir chacun et chacune dans le respect de ses différences en donnant la priorité aux seules qualités et compétences. Notre ambition est de développer l’emploi, mieux accueillir, offrir d’excellentes conditions de travail et  favoriser l’évolution de l’ensemble des collaborateurs et notamment des personnes en situation de handicap. N’hésitez pas à nous faire part de vos éventuels besoins spécifiques afin que nous puissions les prendre en considération lors de votre processus de recrutement.

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