Front Desk and Reservations Agent

About The Benesan Apartments

The Benesan Apartments, located on Namibia Street in Bole, Addis Ababa, adjacent to the Sheger Building and Damat Hotel, is a newly established furnished apartment complex. We provide 14 furnished units for short and extended stays. Reservations are managed through platforms like Booking.com, Airbnb, and our own website. As a locally owned and managed property, we are assembling our inaugural front office team.

Role Overview

We are recruiting three Front Desk and Reservations Agents who will serve as the first point of contact for guests both in person and by phone. Responsible for managing all front desk operations during shifts—including guest arrivals, departures, messages, reservations, and coordinating cleaning schedules—you will be empowered to make on-the-spot decisions according to strict policies regarding payments, cancellations, and repairs. This position reports directly to the Property Manager.

Key Responsibilities

• Welcome guests and complete all check-in procedures.
• Register guest passport information accurately at check-in.
• Manage key card issuance and returns, maintaining an up-to-date key log.
• Collect payments by cash or card upon arrival, provide receipts, and submit daily cash totals to management.
• Monitor and respond promptly to communications from Booking.com, Airbnb, and our website within established response times.
• Verify and record reservations in the calendar to avoid double bookings.
• Refer all cancellations and refund requests to the manager and act only after approval.
• Answer phone calls politely in both English and Amharic, addressing inquiries from guests and external callers.
• Assist guests during their stay with requests such as linen, information about the building, taxi services, directions, and local recommendations.
• Resolve issues within your authority promptly and escalate others to management during the same shift.
• Schedule housekeepers after each guest departure to ensure apartments are prepared in time for new arrivals.
• Inspect cleaned apartments and authorize readiness for the next guest.
• Monitor inventory levels of linen, towels, and supplies, alerting management before stock runs out.
• Communicate ongoing arrivals, departures, incidents, and unusual occurrences to the Property Manager throughout your shift.
• Complete handover reports for the incoming shift agent.
• Report maintenance issues to management; all repairs require their consent.

Candidate Requirements

• Fluency in both spoken and written English and Amharic is mandatory.
• Minimum one year of experience in front desk, reception, hotel, guest house, or comparable customer service role.
• Proficient in professional email communication and familiar with Excel, Word, and WhatsApp.
• Willingness to work rotating shifts, including nights, weekends, and public holidays.
• High accuracy with record-keeping, cash handling, and scheduling.
• Ability to maintain composure and courteous behavior with guests, both face-to-face and on the phone.
• No specific educational qualifications required; emphasis is on language skills, experience, and attitude.

Preferred Qualifications

• Prior use of Booking.com, Airbnb, Lodgify, or similar reservation platforms.
• Additional language skills in French, German, or Swahili are a significant plus.
• Experience handling cash and operating card payment devices.

Benefits and Terms

• Permanent employment status following a three-month probation period.
• Official employment registration with pension benefits and annual leave according to Ethiopian labor laws.
• Transport allowance for shift work.
• Provided uniform.
• Performance bonuses linked to guest review scores.
• Comprehensive onboarding and training on our reservation systems and service standards.
• Opportunities for advancement to supervisory positions as the property expands.
• Modern facility with backup power, elevator, secure access, 24-hour guards, and surveillance cameras.
• Salary discussed during the interview process.

Application Instructions

Interested candidates should submit their CV and include a short paragraph in English responding to this scenario: A guest arrives at 11pm with a confirmed Booking.com reservation that does not appear on your calendar, and all apartments are occupied. Describe how you would respond to the guest and the steps you would take next. Creative use of AI assistance in crafting this response is allowed and will be evaluated based on problem-solving thoughtfulness specific to our property.