Guest Service Agent at MGallery Hotel Collection

• Job Type Full Time
• Qualification Diploma , Vocational
• Experience 2 years
• Location Nairobi
• Job Field Food, Beverage and Hospitality
• We are looking for a warm, polished and guest-focused Guest Service Agent to join our Front Office team.
• The Guest Service Agent is responsible for creating a seamless, personalised and memorable guest experience from arrival to departure, while supporting the smooth operation of the Front Office and ensuring the hotel's luxury service and brand standards are consistently maintained.
• Welcome and warmly engage guests and visitors upon arrival, departure and throughout their stay, creating a personalised and memorable experience.
• Support the day-to-day operation of the Front Office and Reception, working closely with the Duty Manager and wider Rooms Division team.
• Coordinate and maintain high standards of service at the hotel driveway and arrival area, ensuring guests receive a seamless welcome.
• Assist with guest arrivals, departures, luggage, transportation and airport transfer arrangements as required.
• Handle the Information Desk, responding to guest enquiries and managing messages, mail and other guest requests professionally.
• Provide accurate information about the hotel's rooms, facilities, dining, experiences, services and local attractions.
• Anticipate guest needs and proactively offer assistance throughout the guest journey.
• Handle guest requests promptly and follow through to ensure they are resolved to the guest's satisfaction.
• Liaise with relevant departments to coordinate guest requests, special occasions, VIP arrangements and other personalised services.
• Promote and upsell the hotel's rooms, dining, experiences, facilities and other services where appropriate, contributing to Front Office revenue.
• Maintain excellent knowledge of the hotel, its facilities, services, current offers and surrounding area to confidently assist guests.
• Identify opportunities to enhance the guest experience and contribute to guest satisfaction, loyalty and revenue generation.
• Handle guest feedback and complaints professionally, escalating matters to the Duty Manager or Front Office Manager where appropriate.
• Ensure all guest interactions reflect the hotel's luxury service standards, LQA requirements and brand values.
• Maintain a professional appearance, positive attitude and high level of discretion when interacting with guests.
• Demonstrate and actively support Accor's Vision, Values and service culture in all interactions.
• Diploma or Certificate in Hospitality Management, Tourism, Front Office Operations or a related field.
• Minimum 2 years' experience in a Front Office, Guest Relations, Concierge or Guest Service role, preferably within a luxury, boutique, branded, 4-star or 5-star hotel.
• Previous experience in a luxury or international hotel brand is an advantage.
• Good working knowledge of hotel PMS and Front Office systems.
• Experience in guest relations, concierge services, upselling and handling guest requests.
• Knowledge of Nairobi's key attractions, restaurants, business areas and tourism offerings is an advantage.
• Excellent communication and interpersonal skills.
• Strong customer service and problem-solving skills.
• Professional appearance, confidence and a warm, engaging personality.
• Ability to remain calm and professional under pressure.
• Fluency in English and Swahili; additional languages are an advantage.
• Willingness to work shifts, weekends and public holidays as required.
• Warm, welcoming and genuinely passionate about hospitality.
• Confident and polished when interacting with discerning guests.
• Proactive in anticipating guest needs rather than waiting to be asked.
• Knowledgeable about the hotel and its destination.
• Commercially aware and comfortable with upselling and promoting hotel services.
• Detail-oriented and committed to delivering consistent luxury service.
• A strong team player who works effectively across departments.
• Comfortable working in a fast-paced, high-end hospitality environment.
• Committed to LQA, brand standards and continuous service excellence.