Vacancies at Accor

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.

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Job Description

• Supervise daily housekeeping operations, ensuring guest rooms, public areas, and back-of-house spaces meet Pullman, Mercure, and Accor brand standards.
• Conduct room and area inspections, ensuring cleanliness, presentation, safety, and maintenance standards are consistently achieved.
• Lead, train, coach, and motivate housekeeping team members to deliver exceptional guest experiences.
• Allocate daily assignments, monitor productivity, and ensure efficient use of manpower and resources.
• Coordinate closely with Front Office and Engineering teams to ensure room readiness and timely resolution of maintenance issues.
• Handle guest requests, complaints, and service recovery professionally and promptly.
• Manage housekeeping inventories, including linen, guest supplies, cleaning materials, and equipment.
• Ensure compliance with health, safety, hygiene, sanitation, and environmental sustainability standards.
• Prepare and maintain housekeeping reports, lost-and-found records, and operational documentation.
• Support the Housekeeping Manager in achieving departmental objectives, quality targets, and cost-control initiatives.
• Assist in onboarding and training new colleagues while promoting continuous learning and professional development.
• Support colleagues during peak operational periods and ensure fair allocation of duties and workload distribution.
• Work closely with fellow Housekeeping Supervisors to ensure consistent service delivery, operational continuity, and effective shift handovers.

Qualifications

• Certificate, Diploma, or Degree in Hospitality Management, Hotel Management, or a related field.
• Minimum of 5 years' experience in Housekeeping operations within a reputable hotel environment.
• At least 2 years of supervisory experience in a four-star or five-star hotel preferred.
• Experience working within an international hotel brand is an added advantage.
• Knowledge of linen management, inventory control, and housekeeping budgeting principles.
• Familiarity with hotel Property Management Systems (PMS) and housekeeping management software.