KEY RESPONSIBILITIES

• Welcome and assist guests upon arrival and departure.
• Assist guests with loading, unloading and transporting luggage safely.
• Escort guests to their rooms and explain key hotel facilities and services where required.
• Assist guests with luggage storage and retrieval.
• Provide prompt assistance with guest requests and enquiries.
• Support guests with transportation arrangements, directions and general information.
• Maintain a clean, neat and welcoming hotel entrance, lobby and designated guest areas.
• Assist Front Office with guest movements during check-in and check-out periods.
• Coordinate with Front Office, Housekeeping, Security and other departments to ensure smooth guest service.
• Assist with luggage collection for departing guests and ensure belongings are handled carefully.
• Maintain proper records of stored luggage and ensure luggage is released only to the appropriate guest.
• Assist with guest deliveries, messages and other approved hotel errands.
• Handle guest belongings with the highest level of care, confidentiality and professionalism.
• Report lost property, damaged luggage, maintenance issues or security concerns promptly.
• Assist elderly guests, guests with disabilities and guests requiring additional support.
• Maintain a professional appearance and courteous manner throughout every guest interaction.
• Perform other duties assigned by the Front Office or management team.

REQUIREMENTS

• KCSE certificate or equivalent qualification.
• At least 1–2 years of experience as a Porter, Bell Attendant, Hotel Attendant, Guest Service Agent or in a similar hospitality/customer service role.
• Previous experience in a hotel, serviced apartment, lodge or other high-end hospitality environment will be an added advantage.
• Strong understanding of guest service and hospitality standards.
• Excellent communication and interpersonal skills.
• Ability to interact professionally and courteously with guests from different backgrounds.
• Good knowledge of Nairobi and major hotels, business districts, shopping areas, airports and tourist attractions will be an added advantage.
• Physically fit and able to lift, carry and move guest luggage safely.
• Ability to stand and walk for extended periods and work in a fast-paced environment.
• Excellent attention to detail, particularly when handling guest luggage and personal belongings.
• High level of honesty, integrity and trustworthiness.
• Ability to maintain guest confidentiality and respect guests’ privacy.
• Good grooming, personal hygiene and a smart, professional appearance.
• Positive attitude and willingness to go the extra mile for guests.
• Ability to work effectively as part of a team.
• Good time-management and organizational skills.
• Ability to remain calm, polite and professional when dealing with difficult or demanding guests.
• Must be reliable, punctual and flexible to work shifts, weekends and public holidays.
• Ability to follow hotel procedures, instructions and safety standards.
• Basic computer literacy will be an added advantage.
• Knowledge of basic first aid and workplace safety procedures will be an added advantage.
• Knowledge of local tourist attractions and ability to provide basic directions or recommendations to guests will be an added advantage.