Open Roles at MGallery Hotel Collection

Job Description

• We are seeking an experienced, polished and guest-focused Front Office Manager to lead the Front Office operation of our luxury boutique hotel in Nairobi.
• The successful candidate will be responsible for delivering an exceptional and personalised guest experience while ensuring the efficient management of Front Office, Reservations, Guest Relations, Concierge, Airport Transfers, Valet, Bell Services and Night Audit operations.
• This is a hands-on leadership role requiring strong knowledge of hotel systems, luxury service standards, LQA and Rooms Division operations.

Key Responsibilities

• Lead and oversee the day-to-day Front Office operation, ensuring consistently high standards of service and operational efficiency.
• Manage Reception, Reservations, Guest Relations, Concierge, Bell Desk, Airport Representatives, Drivers and Airport Transfers, ensuring a seamless guest journey from pre-arrival to departure.
• Ensure effective use and accuracy of the hotel's PMS and Front Office systems, including reservations, room inventory, room status, guest profiles, billing and reporting.
• Oversee Reservations, ensuring accurate booking information, room allocations, special requests, VIP arrangements and effective communication with relevant departments.
• Ensure the smooth coordination of airport transfers, including flight monitoring, guest meet-and-greet, driver coordination and personalised arrival experiences.
• Be fully conversant with and capable of overseeing Night Audit, including daily revenue reconciliation, guest accounts, cashiering, adjustments and business-day closure.
• Champion LQA and luxury brand standards, conducting regular quality checks, coaching the team and ensuring agreed improvement actions are implemented.
• Drive a personalised guest experience, proactively managing VIPs, repeat guests, guest preferences, complaints and service recovery.
• Work closely with Revenue, Sales, Housekeeping, F&B, Engineering and Finance to ensure seamless operations and maximise guest satisfaction and hotel performance.
• Monitor Front Office performance, including Occupancy, ADR, RevPAR, room revenue, upselling, guest satisfaction and operational accuracy.
• Lead, coach and develop the Front Office team, ensuring high standards of professionalism, grooming, service delivery, accountability and engagement.
• Ensure compliance with hotel SOPs, brand standards, LQA requirements, financial controls, health and safety procedures and security protocols.

Qualifications

• Diploma or Bachelor's degree in Hospitality Management, Hotel Management, Business Administration or a related field.
• Minimum 5 years' Front Office experience, with at least 2–3 years in a Front Office Manager or Assistant Front Office Manager role within a luxury, boutique, branded, 4-star or 5-star hotel.
• Proven experience in luxury guest service and Rooms Division operations.
• Strong hands-on knowledge of hotel PMS, Reservations and Front Office systems.
• Demonstrated ability to manage or perform Night Audit and understand Front Office financial controls.
• Experience managing VIPs, corporate guests, repeat guests and high-profile clientele.
• Experience coordinating airport transfers and luxury arrival experiences.
• Strong understanding of LQA or equivalent luxury hospitality quality standards.
• Strong commercial awareness with an understanding of Occupancy, ADR, RevPAR and room revenue.
• Excellent leadership, communication, problem-solving and guest relations skills.
• Fluency in English and Swahili; additional languages are an advantage.
• Willingness to work flexible shifts, weekends and public holidays as required by the operation.

Additional Information

What We Are Looking For

We are looking for a hands-on hospitality leader who is:

• Passionate about luxury guest experiences.
• Highly knowledgeable in PMS, Reservations and Front Office operations.
• Comfortable with both day-to-day operations and Night Audit.
• Strong in LQA and brand standards.
• Commercially aware and results-driven.
• Polished, professional and confident when dealing with discerning guests.
• An effective team leader who develops people and leads by example.
• Calm, decisive and solutions-oriented under pressure.
• Highly organised with exceptional attention to detail.

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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.