Welcome, Karibu Sana! How was your journey? May I have your passport or
identification card? These are probably the first words you will hear from
Charles Kyeva upon checking in at the hotel. Charles has been in the
hospitality industry for a period of about 20 years in various capacities, and
is now the Head Receptionist here at the hotel.
This accumulated experience makes him more or less an expert
on the nature of guests and how best to accommodate their tastes and
preference. On one hand, guests on safari for instance, tend to be more laid back then their
business traveler’s counterparts. They are more likely to be dressed for
comfort and are often looking forward to their holiday here in Kenya. They will
spend 1 to 2 nights before and after embarking on their respective safari’s,
Business travelers on the other hand have one thing on their
mind: fast efficient internet connectivity. They are sticklers for time, leaving
the hotel early and returning in the evening. They tend to stay in the hotel
for 3 to 7 nights, often opting for day trips in around Nairobi during the
weekend as a way to unwind away from the daily bustling Nairobi traffic.
To all those aspiring to work as a front desk receptionist
in a hotel, Charles have some tips for you: Smile at the guest, establish a
sense of balance that ensures that you do not under or over serve clients
especially when there is more than once guest to attend to; be well groomed,
well spoken, maintain good posture that exudes confidence about the hotel and
what it offers. The end goal is to leave the guest happy and satisfied with the
service provided. “If the guest is happy, then I am happy”, is Charles’ parting
shot before resuming to what he does best, welcoming guests.
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