Guest Service Agent – Front Office

About the role

We are seeking a warm, polished and guest‑focused Guest Service Agent to join our Front Office team in Nairobi. You will create a seamless, personalised and memorable experience for guests from arrival to departure while supporting daily Front Office operations.

Key responsibilities

• Welcome and engage guests throughout their stay, handling arrivals, departures, luggage, transportation and airport transfers.
• Manage the Information Desk, respond to enquiries, and coordinate guest requests with relevant departments.
• Promote and upsell rooms, dining, experiences and other hotel services to contribute to revenue.
• Handle guest feedback and complaints professionally, escalating when necessary.

Required profile

• Diploma or Certificate in Hospitality Management, Tourism, Front Office Operations or related field.
• Minimum 2 years experience in a Front Office, Guest Relations, Concierge or Guest Service role, preferably in a luxury or branded 4‑star/5‑star hotel.
• Fluent in English and Swahili; additional languages are a plus.
• Professional appearance, strong customer service orientation and ability to remain calm under pressure.

Required skills

• Good working knowledge of hotel Property Management System (PMS) and Front Office systems.