Front office agents

Iconic Plaza Hotel is hiring professional, guest‑focused Front Office Agents to join our welcoming team. This role is the first point of contact for guests and plays a key part in delivering smooth arrivals, efficient departures, and memorable stays. We seek friendly, organized individuals who thrive in a fast‑paced hotel environment and take pride in excellent service.

Duties and Responsibilities

• Guest Reception and Check In/Out — Greet guests warmly; manage reservations, check‑ins, and check‑outs accurately and efficiently.
• Reservations and Room Allocation — Handle phone, email, and online booking inquiries; update the property management system and coordinate room assignments.
• Concierge and Guest Services — Provide local information, arrange transport and reservations, respond to guest requests and special needs.
• Billing and Cash Handling — Process payments, maintain accurate folios, reconcile cash and card transactions at shift end.
• Communication and Coordination — Liaise with housekeeping, maintenance, and F&B to ensure guest requests and room readiness are met.
• Complaint Resolution — Listen to guest concerns, resolve issues promptly, and escalate to management when necessary.
• Reporting and Administration — Maintain daily logs, prepare shift handover notes, and assist with basic administrative tasks.
• Uphold Brand Standards — Maintain a professional appearance and deliver service consistent with Iconic Plaza Hotel values.

Requirements

• Education — Minimum high school diploma; hospitality or customer service certificate preferred.
• Experience — At least 1 year in a front desk, guest services, or customer‑facing role; hotel experience is an advantage.
• Skills — Excellent verbal and written communication; strong interpersonal skills; basic numeracy and computer literacy.
• Technical — Familiarity with property management systems and MS Office is desirable.
• Personal Attributes — Friendly, calm under pressure, detail oriented, and able to multitask.
• Availability — Willingness to work rotating shifts, weekends, and public holidays.
• Language — Proficiency in English; additional languages are an asset.
• Legal — Right to work in Kenya and ability to pass background checks.

About Iconic Plaza Hotel

Iconic Plaza Hotel blends contemporary comfort with authentic Kenyan hospitality. Located in the heart of the city, we welcome business and leisure travelers with thoughtfully designed rooms, locally inspired dining, and attentive service. Our culture values warmth, integrity, and sustainability. We invest in our people through training, career development, and a supportive workplace where teamwork and respect come first. Iconic Plaza Hotel is an equal opportunity employer.

Application Process

To apply send your CV and a brief cover letter to hr@iconicplazahotels.com with the subject line: Front Office Agent Application — [Your Full Name]. In your cover letter, please include your earliest available start date and two professional references. Shortlisted candidates will be contacted for a phone screening followed by an in‑person interview. Applications are reviewed on a rolling basis.