Guest Service Agent

About the role

We are seeking a warm, polished and guest‑focused Guest Service Agent to join the Front Office team at MGallery Nairobi Gigiri. You will be the first point of contact for guests, ensuring a seamless, personalised and memorable experience from arrival to departure.

Key responsibilities

• Welcome and engage guests warmly at arrival, departure and throughout their stay.
• Support daily Front Office operations in close collaboration with the Duty Manager and Rooms Division.
• Maintain high standards at the hotel driveway and arrival area for a seamless welcome.
• Assist with guest arrivals, departures, luggage handling, transportation and airport transfers.
• Manage the Information Desk, respond to enquiries and handle guest requests professionally.
• Provide accurate information on rooms, facilities, dining, experiences and local attractions.
• Anticipate guest needs, coordinate with relevant departments, and handle special occasions, VIP arrangements and personalised services.
• Promote and upsell rooms, dining, experiences and other hotel services to contribute to revenue.
• Handle guest feedback and complaints, escalating to the Duty Manager when necessary.

Required profile

• Excellent interpersonal skills with a genuine passion for hospitality.
• Professional appearance, positive attitude and high level of discretion.
• Strong communication skills in English.
• Ability to work effectively in a fast‑paced, luxury hotel environment.

Required skills