Mercure Nairobi Upper Hill is located in the financial district and surrounded by banks, international corporate companies, Embassies and in close proximity of the Jomo Kenyatta International Airport. The hotel complex features a lounge bar, all day dining restaurant, fine dining restaurant, a gym and a heated outdoor pool. Conference facilities for meetings, events, conferences for small to large groups.

• Answer all incoming calls via the switchboard in a professional and polite manner
• Provide exceptional service to our guests in every interaction by anticipating their needs, responding to requests promptly, efficiently, and courteously
• Create genuine connections with guests by listening, demonstrating care and empathy.
• Handle guest complaints in a positive manner escalating as required
• Communicate effectively with other departments such as Housekeeping, Food & Beverage to assist guests in regard to room changes, dining bookings etc.
• Keep other members of front office team informed on guest feedback, requirements etc. during and on shift change
• Participating in training and development programs to enhance skills and capabilities to increase the guest experience

• Proficient in English (verbal & written).
• Must be able to handle a multitude of tasks in an intense, ever-changing environment while remaining calm and collective
• Prior experience in customer service an asset

• An energetic, team-focused and can-do attitude
• Enthusiasm to connect with guests and to hear their story
• Exceptional communication skills both written and verbal
• High level of computer literacy
• Excellent attention to detail
• The ability to work across a 7 day roster - evenings, mornings and weekends