FRONT OFFICE AGENT

The Social House | Nairobi

WE ARE GROWING. COME GROW WITH US.

The Social House is growing, and we are expanding the team of people who create the experiences that our guests remember.

We are looking for a seasoned, confident and naturally engaging Front Office Agent who understands that great Front Office is about much more than checking people in and out.

At The Social House, we don't want transactions. We want relationships.

You are often the first person a guest meets when they arrive and one of the last people they see when they leave. In between, you have countless opportunities to turn a guest into a Rafiki.

We want someone who can manage a busy arrival, remember a returning guest, solve a problem, identify a revenue opportunity, have a genuine conversation and still ensure every operational detail is accurate.

If that sounds like your kind of hospitality, we would like to meet you.

ABOUT THE SOCIAL HOUSE

The Social House is more than a hotel. We are craftsmen of Nairobi's own melting pot, offering a collection of authentic, intriguing and evolving living spaces designed to stimulate connection.

Driven by creativity, culture and exceptional hospitality, we don't simply serve guests. We host them as we would in our own home.

As we continue to grow, we are looking for an authentic, resourceful, organised and expressive Front Office Agent with a natural warmth and positive attitude to become one of the welcoming faces of our House.

ABOUT THE ROLE

Reporting to the Front of House Manager, you will help manage the complete guest journey from pre arrival and registration through the stay and eventual departure.

You will handle check ins and check outs, room reservations, guest profiles, room status information, payments and guest requests while working closely with Housekeeping, Reservations, Food & Beverage, Sales and other teams.

But operational accuracy is only half the role. The other half is connection.

At The Social House, we don't want you to stand behind the Front Desk processing guests.

Talk to them.

Find out why they are visiting Nairobi.

Learn what they enjoy.

Remember what they told you yesterday.

Recommend something they might genuinely like.

Recognise them when they return.

Our ambition is simple:

Turn every guest into a Rafiki.

HOW YOU SHOW UP

BE INQUISITIVE

Great Front Office Agents are curious.

You don't wait for the guest to give you every piece of information.

You ask thoughtful questions, listen carefully and understand what is happening throughout the House.

You know today's arrivals and departures.

You know which guests are celebrating something.

You know what is happening in our restaurants and spaces.

You know the experiences available to recommend.

And when you don't know something, you find out.

BE RESOURCEFUL

Hospitality rarely follows a perfect script.

A room isn't ready.

A guest arrives earlier than expected.

A reservation needs changing.

A guest has an urgent request.

Something in the room isn't working.

Instead of saying:

“That's not my department.”

your instinct should be:

“Let me see what I can do.”

You take ownership, communicate and find solutions.

BE EFFICIENT

Warm hospitality still requires precision.

Guest profiles must be correct.

Payments must balance.

Room information must be accurate.

Requests must be recorded.

Handover information must be clear.

You work systematically and understand that small Front Office errors can quickly become big guest problems.

BE DETERMINED

When you say you will do something for a guest, you follow through.

You don't simply pass a problem to another department and forget about it.

You own the request until it is resolved or properly handed over.

BE EXPRESSIVE

You enjoy people.

You are articulate, engaging and comfortable speaking with guests from different cultures and backgrounds.

You can have a genuine conversation without sounding scripted.

You bring warmth, personality and positive energy to the Front Office.

WHAT YOU WILL DO

As Front Office Agent, you will:

• Welcome arriving guests genuinely and warmly, making direct eye contact and recognising returning guests whenever possible.

• Complete check in and check out processes accurately and efficiently.

• Create a personalised arrival experience rather than simply handing over a room key.

• Brief arriving guests on the House, our restaurants, experiences, facilities and services.

• Handle room reservations, amendments and guest enquiries.

• Monitor room status information and work closely with Housekeeping to support smooth room readiness and guest arrivals.

• Maintain accurate guest profiles within the Property Management System.

• Capture and update guest preferences and relevant history to support more personalised future stays.

• Identify duplicate guest profiles and maintain accurate guest records.

• Process guest payments accurately and securely.

• Handle cashiering, invoices, PDQ transactions and other Front Office financial responsibilities in accordance with company procedures.

• Handle approved foreign currency transactions in accordance with company procedures.

• Maintain accurate records, reports and supporting documentation.

• Respond promptly to telephone calls and guest enquiries.

• Coordinate guest requests with Housekeeping, Maintenance, Food & Beverage, Security and other departments.

• Follow up on requests rather than assuming someone else has handled them.

• Identify guest concerns early and take appropriate action.

• Resolve reasonable guest concerns within your authority and escalate appropriately when additional intervention is required.

• Record guest feedback and ensure important information is communicated during shift handovers.

• Maintain an organised, professional and welcoming Front Desk environment.

• Protect guest information and maintain strict confidentiality.

TURN GUESTS INTO RAFIKIS

This is an important part of the job.

We don't want every conversation to sound like:

“Good afternoon. Passport please. Here is your key. Breakfast is at 7.00am.”

That is a transaction.

We want you to create genuine relational conversations.

Learn names.

Remember faces.

Understand preferences.

Notice birthdays and anniversaries.

Ask guests about their stay.

Follow up on yesterday's conversation.

Remember the restaurant they enjoyed.

Recognise them when they walk through the House again.

A guest should not have to introduce themselves to us repeatedly.

The more we know our guests, the better we can host them.

YOU ARE ALSO COMMERCIAL

Exceptional hospitality and commercial awareness should work together.

You should be comfortable identifying opportunities to increase guest spend without turning every conversation into a sales pitch.

This may include:

• Upselling appropriate room categories.

• Promoting relevant hotel packages and experiences.

• Recommending our restaurants and dining experiences.

• Encouraging appropriate room extensions or late check outs where available.

• Identifying opportunities for future stays.

• Understanding current promotions well enough to recommend them naturally.

• Contributing towards Front Office and hotel revenue targets.

The objective is not to push products.

Understand the guest first, then recommend something relevant.

KNOW YOUR HOUSE

A strong Front Office Agent should understand what is happening throughout The Social House.

You should continuously keep yourself informed about:

• Restaurant concepts and opening times
• Menus and current promotions
• Events and entertainment
• Meeting and event spaces
• Room categories and rates
• Packages and experiences
• Hotel facilities and services
• VIP arrivals
• Group movements
• Special occasions
• Current operational issues that may affect guests

When a guest asks you a question, “I don't know” should rarely be the end of the conversation.

If you don't know, find out.

WHAT WE ARE LOOKING FOR

You should bring:

• A Diploma in Hotel Management, Front Office Operations or another relevant qualification from a recognised hospitality or tourism institution.

• A relevant degree will be an added advantage.

• Proven experience as a Front Office Agent, Guest Service Agent, Receptionist or similar guest facing hotel professional.

• Previous experience in a 4 or 5 star hotel, lifestyle hotel, boutique hotel or premium hospitality environment is strongly preferred.

• Hands on experience using a Property Management System such as Opera.

• Experience handling guest check ins, check outs, reservations and room enquiries.

• Experience with cashiering, invoices, cash handling and PDQ payment terminals.

• Basic bookkeeping and numerical accuracy.

• Good working knowledge of Microsoft Word and Excel.

• Confidence using multi line telephone systems and standard Front Office equipment.

• Excellent spoken and written English.

• Strong communication and interpersonal skills.

• A warm, expressive and naturally engaging personality.

• Strong organisational ability and attention to detail.

• The ability to remain composed and productive during busy arrival and departure periods.

• Confidence dealing with guest complaints and difficult situations.

• Commercial awareness and willingness to contribute towards revenue targets.

• High standards of honesty, integrity and confidentiality.

• Flexibility to work shifts, including evenings, weekends and public holidays.

YOU WILL PROBABLY ENJOY THIS ROLE IF...

You genuinely enjoy talking to people.

You remember names and faces.

You notice details.

You ask questions.

You enjoy solving problems.

You don't need a script to have a conversation.

You can manage several priorities without losing your composure.

You take responsibility rather than passing blame.

You enjoy recommending experiences.

You understand that hospitality is personal.

And when something goes wrong, your first thought is:

“How can I make this better for the guest?”

WHAT SUCCESS LOOKS LIKE

We will know you are succeeding when:

• Guests feel genuinely welcomed rather than processed.

• Returning guests are increasingly recognised by name and preference.

• Check ins and check outs are accurate, efficient and personal.

• Guest profiles contain useful and accurate information.

• Guest requests are followed through to completion.

• Complaints are identified early and resolved appropriately.

• Front Office handovers are clear and reliable.

• Cashiering and payment processes are accurate.

• You confidently recommend relevant House experiences.

• You contribute towards Front Office revenue and upselling targets.

• Guests describe our Front Office team as warm, knowledgeable and helpful.

Most importantly:

Guests arrive as visitors and leave feeling like Rafikis.

WHY JOIN THE SOCIAL HOUSE?

Because we are growing, and we want people who want to grow with us.

You will join a creative, collaborative and forward thinking hospitality team that believes there is a better way to host people.

You will interact with guests from different countries, cultures, industries and walks of life.

You will learn.

You will be challenged.

You will be expected to contribute ideas.

And you will have the opportunity to develop your hospitality career while playing a visible role in shaping the guest experience at one of Nairobi's distinctive lifestyle hospitality brands.

READY TO JOIN THE HOUSE?

If you are a seasoned Front Office professional who combines operational accuracy with personality, commercial awareness with genuine hospitality, and confidence with a natural ability to connect with people, we would like to hear from you.

Please submit your CV on this link Front Office Agent Application Link
Application Deadline: 31st  October 2026

The Social House is an equal opportunity employer and does not charge candidates at any stage of the recruitment process.

Come as you are. Bring your personality. Turn guests into Rafikis.