Guest Service Agent at MGallery Hotel Collection

Job Description

• 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.

Key Responsibilities

• 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.

Qualifications

• 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.

Additional Information

What We Are Looking For

The ideal candidate is:

• 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.