Guest Service Agent

Role Overview

As a Guest Service Agent, you will guide guests through the full hotel experience, from their first welcome at the driveway to their departure. You will combine attentive, personalised service with practical front desk and arrival-area support, helping the Front Office run smoothly while upholding the hotel’s luxury standards.

Key Responsibilities

• Welcome guests and visitors, assist with arrivals and departures, and coordinate luggage, transport and airport transfers when needed.
• Support daily Reception and Front Office operations, coordinating with the Duty Manager and colleagues across the Rooms Division.
• Manage the Information Desk, respond to enquiries, and handle guest messages, mail and service requests with care.
• Explain the hotel’s accommodation, facilities, dining and experiences, as well as relevant local attractions and services.
• Anticipate guest needs, arrange special occasions and VIP details, and work with other departments to deliver tailored service.
• Follow requests through to resolution, address feedback or complaints professionally, and refer matters to a manager when appropriate.
• Recommend suitable hotel services and experiences, supporting upselling and Front Office revenue where appropriate.
• Keep informed about hotel offerings, current promotions and the surrounding area, and ensure every interaction reflects the hotel’s service standards and Accor’s values.

Requirements & Qualifications

• A diploma or certificate in hospitality management, tourism, front office operations or a related discipline.
• At least two years of experience in Front Office, Guest Relations, Concierge or Guest Services; experience in a luxury, boutique, branded, four-star or five-star hotel is preferred.
• Experience with guest relations, concierge assistance, upselling and coordinating guest requests. Familiarity with hotel PMS and Front Office systems is also required.
• Previous experience with a luxury or international hotel brand is an advantage.
• Knowledge of Nairobi attractions, restaurants, business districts and tourism options is beneficial.
• Strong communication, interpersonal, customer service and problem-solving abilities, with the composure to work effectively under pressure.
• A confident, engaging manner, professional presentation and discretion when dealing with guests.
• Fluency in English and Swahili; additional languages are an advantage.
• Availability to work shifts, weekends and public holidays as required.