Guest Service Agent – Front Office

About the role

The Guest Service Agent will be the first point of contact for guests at our Westlands hotel, delivering a warm, professional welcome and ensuring a seamless stay. You will work closely with housekeeping, finance and other departments to maintain high service standards.

Key responsibilities

• Greet guests warmly, address them by name and manage check‑in/check‑out procedures following brand standards.
• Enter guest information accurately into the Property Management System (PMS) and process deposits or payments.
• Communicate daily arrival details and special requests to housekeeping.
• Handle guest messages, deliver them promptly to rooms and maintain proper records.
• Keep the front‑office and back‑office areas tidy and ensure all equipment, including credit‑card machines, is operational.
• Prepare and balance shift reports, and stay informed on current affairs affecting guests.
• Participate in training sessions and continuously develop personal knowledge of the hotel’s facilities and history.

Required profile

• Diploma in Hospitality Management or a related field (preferred).
• Previous front‑office or guest‑service experience in a hotel environment is an advantage.
• Excellent communication skills in English; Swahili or other languages are a plus.
• Professional appearance, calm under pressure and a friendly, engaging personality.

Required skills

• Proficiency with MS Office.
• Experience using hotel Property Management Systems, preferably Opera.