Guest Service Agent

Role Overview

This role places you at the centre of a luxury hotel's front-of-house operation, where you will manage the complete guest journey from the first arrival moment to the final farewell. On a typical day, you will handle check-ins and check-outs, oversee the driveway welcome, manage the information desk, coordinate transport and luggage, and respond to guest requests with speed and care. Your work directly shapes guest satisfaction and loyalty, supports front office revenue through thoughtful upselling, and protects the hotel’s reputation for polished, personalised service.

Key Responsibilities

• Offer a warm, professional welcome to every guest and visitor, managing the arrival experience from the driveway through to check-in.
• Operate reception and the information desk, handling guest enquiries, messages, mail, and other service requests efficiently.
• Arrange airport transfers, luggage handling, and transportation for guests, ensuring these logistics run smoothly.
• Proactively spot opportunities to upsell rooms, dining venues, experiences, and hotel facilities, contributing to front office revenue.
• Coordinate with housekeeping, engineering, culinary, and other departments to deliver VIP treatments, special occasions, and personalised requests.
• Listen carefully to guest feedback and resolve complaints or concerns promptly, escalating to the Duty Manager or Front Office Manager when needed.
• Maintain an in-depth understanding of the hotel’s services, current offers, and local attractions so you can make confident recommendations.
• Consistently uphold luxury service standards, LQA expectations, and the brand’s values, always acting with discretion and professionalism.

Requirements & Qualifications

• A diploma or certificate in hospitality management, tourism, front office operations, or a related field.
• At least two years of experience in a front office, guest relations, concierge, or guest service role, preferably in a 4-star, 5-star, boutique, or branded luxury property.
• Hands-on experience with hotel property management systems and front office software.
• Proven ability in guest relations, handling requests, and upselling hotel services.
• Excellent verbal and written communication skills, with a natural ability to build rapport with discerning guests.
• A polished, composed demeanour, strong problem-solving skills, and the confidence to manage pressure calmly.
• Fluency in English and Swahili; additional languages are an advantage.
• Familiarity with Nairobi’s key attractions, restaurants, business areas, and tourism highlights is preferred.
• Flexibility to work shifts, weekends, and public holidays as required.