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Guest Service Agent

MGallery Hotel Collection Kenya Type not specified Posted 2026-08-24
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CountyNot specifiedCityNot specifiedContractType not specifiedPosted2026-08-24Close dateNot specifiedExperience2 yearsSourceMyJobMag Kenya
Guest Service AgentFront OfficeHospitalityHotelLuxury HotelNairobiGuest RelationsConciergeFull TimeUpsellinghospitalitycall_center
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AI summary

MGallery Hotel Collection is hiring a warm, polished Guest Service Agent to join its Front Office team in Kenya. The role focuses on delivering a seamless, personalised luxury guest experience from arrival to departure, handling enquiries, arrivals, departures, concierge-style requests, and upselling hotel services. Candidates should have a hospitality diploma or certificate, at least 2 years of front office or guest relations experience, and strong English and Swahili communication skills.

  • Front Office role focused on luxury guest experience and personalised service
  • Requires diploma or certificate in Hospitality Management or related field
  • Minimum 2 years' experience in Front Office, Guest Relations or Concierge
  • Luxury, boutique, 4-star or 5-star hotel experience preferred
  • Fluency in English and Swahili required; additional languages an advantage
  • Shift work, weekends and public holidays required

AI job guide

Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.

AI salary guide

Not enough public data

Not enough public salary data is available for this exact role. Before applying, prepare to ask about gross pay, benefits, contract length, probation period, transport and any allowances.

Can you qualify for this role?

  • Required2+ years of relevant experienceThe job post includes a minimum experience signal.
  • RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
  • PreferredPractical evidence in hospitality, call_center, internshipThe tags and summary point to skills connected with this role.
  • RequiredAvailability to work in Not specifiedThe vacancy is associated with this location.

Documents to prepare

  • Likely requiredUpdated CV
  • Role specificCover letter or short employer message
  • OptionalProfessional references
  • Role specificAcademic or professional certificates
  • VerifyID or passport only after verifying the employer

Application tips for this job

  • Place your strongest Guest Service Agent evidence in the first half of your CV.
  • In your cover letter or employer message, connect your experience to MGallery Hotel Collection and the role in Not specified.
  • Add concrete examples related to hospitality, call_center, internship, ideally with measurable outcomes or clear responsibilities.
  • Follow the instructions from MyJobMag Kenya; avoid sending documents to unofficial contacts or copied links.
  • Confirm the deadline, interview location and employer contact before sharing personal documents.
  • Prepare a polite question about pay, benefits and contract terms for later interview stages.

Source and safety check

  • MyJobMag Kenya
  • Original source link available
  • Application method is clear
  • Deadline not specified
  • No major risk signal was detected in the captured text.

Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.

Interview preparation

  • What experience makes you a strong fit for this Guest Service Agent role in hospitality, call_center?
  • How have you handled responsibilities similar to those in this job post?
  • Are you available to work in Not specified under the listed contract or schedule?
  • Prepare examples with clear responsibilities, tools used and measurable outcomes.
  • Review the source and research MGallery Hotel Collection before the interview.

Ask what the first priorities will be in the role and how success will be measured.

Similar jobs to consider

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Original source description

  • We are looking for a warm, polished and guest-focused Guest Service Agent to join our Front Office team.
  • The Guest Service Agent is responsible for creating a seamless, personalised and memorable guest

Experience

  • from arrival to departure, while supporting the smooth operation of the Front Office and ensuring the hotel's luxury service and brand standards are consistently maintained.
  • Key
  • and contribute to guest satisfaction, loyalty and revenue generation.
  • Handle guest feedback and complaints professionally, escalating matters to the Duty Manager or Front Office Manager where appropriate.
  • Ensure all guest interactions reflect the hotel's luxury service standards, LQA
  • in a Front Office, Guest Relations, Concierge or Guest Service role, preferably within a luxury, boutique, branded, 4-star or 5-star hotel.
  • Previous
  • in a luxury or international hotel brand is an advantage.
  • Good working knowledge of hotel PMS and Front Office systems.
  • in guest relations, concierge services, upselling and handling guest requests.
  • Knowledge of Nairobi's key attractions, restaurants, business areas and tourism offerings is an advantage.
  • Excellent communication and interpersonal skills.
  • Strong customer service and problem-solving skills.
  • Professional appearance, confidence and a warm, engaging personality.
  • Ability to remain calm and professional under pressure.
  • Fluency in English and Swahili; additional languages are an advantage.
  • Willingness to work shifts, weekends and public holidays as required.
  • Additional Information
  • What We Are Looking For
  • The ideal candidate is:
  • Warm, welcoming and genuinely passionate about hospitality.
  • Confident and polished when interacting with discerning guests.
  • Proactive in anticipating guest needs rather than waiting to be asked.
  • Knowledgeable about the hotel and its destination.
  • Commercially aware and comfortable with upselling and promoting hotel services.
  • Detail-oriented and committed to delivering consistent luxury service.
  • A strong team player who works effectively across departments.
  • Comfortable working in a fast-paced, high-end hospitality environment.
  • Committed to LQA, brand standards and continuous service excellence.
  • Check how your CV aligns with this job
  • Method of Application
  • Interested and qualified? Go to
  • MGallery Hotel Collection on jobs.smartrecruiters.com
  • to apply
  • Build your CV for free.
  • Download in different templates.

Responsibilities

  • Welcome and warmly engage guests and visitors upon arrival, departure and throughout their stay, creating a personalised and memorable experience.
  • Support the day-to-day operation of the Front Office and Reception, working closely with the Duty Manager and wider Rooms Division team.
  • Coordinate and maintain high standards of service at the hotel driveway and arrival area, ensuring guests receive a seamless welcome.
  • Assist with guest arrivals, departures, luggage, transportation and airport transfer arrangements as required.
  • Handle the Information Desk, responding to guest enquiries and managing messages, mail and other guest requests professionally.
  • Provide accurate information about the hotel's rooms, facilities, dining, experiences, services and local attractions.
  • Anticipate guest needs and proactively offer assistance throughout the guest journey.
  • Handle guest requests promptly and follow through to ensure they are resolved to the guest's satisfaction.
  • Liaise with relevant departments to coordinate guest requests, special occasions, VIP arrangements and other personalised services.
  • Promote and upsell the hotel's rooms, dining, experiences, facilities and other services where appropriate, contributing to Front Office revenue.
  • Maintain excellent knowledge of the hotel, its facilities, services, current offers and surrounding area to confidently assist guests.
  • Identify opportunities to enhance the guest

Requirements

  • and brand values.
  • Maintain a professional appearance, positive attitude and high level of discretion when interacting with guests.
  • Demonstrate and actively support Accor's Vision, Values and service culture in all interactions.
  • Qualifications
  • Diploma or Certificate in Hospitality Management, Tourism, Front Office Operations or a related field.
  • Minimum 2 years'
Source and provenanceSource: MyJobMag Kenya. Last checked: 2026-09-01.Kazi Connect is a job discovery service, not the employer. Always confirm the vacancy at the original source.Summaries may be AI-assisted. Report inaccurate content.
Never pay to apply. Always confirm the original source and watch for payment requests, sensitive document requests, or unrealistic promises.