Guest Service Agent creating a seamless and personalised guest experience from arrival to departure and supporting Front Office operations, requiring a diploma or certificate in Hospitality Management, Tourism or Front Office Operations and minimum 2 years experience in a Front Office or Guest Service role preferably in a luxury hotel, in a hotel environment, on-site role in Nairobi.
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.
