Guest Service Agent and Loyalty & Guest Experiences Supervisor vacancies at Accor

Guest Service Agent role at MGallery Nairobi Gigiri, part of Accor’s MGallery Collection, is open for a polished, guest-focused professional to deliver luxury hospitality at the Front Office.

What it offers

• A permanent, full-time position supporting seamless guest experiences at a new 105-room boutique hotel in Nairobi’s Gigiri area.
• Opportunity to work across Front Office operations, guest relations, and upselling within a luxury brand environment.

Who can apply

• Diploma or Certificate in Hospitality Management, Tourism, Front Office Operations or a related field.
• Minimum 2 years’ experience in Front Office, Guest Relations, Concierge or Guest Service, ideally in luxury or 4–5-star hotels.
• Experience with hotel PMS and Front Office systems.
• Fluency in English and Swahili; additional languages are an advantage.

What you'll do

• Welcome and engage guests personally from arrival to departure.
• Support Front Office operations, driveway coordination, and arrival standards.
• Handle guest arrivals, departures, luggage, transport, and airport transfers.
• Manage the Information Desk, respond to enquiries, and process messages and requests.
• Provide accurate information on rooms, dining, facilities, and local attractions.
• Anticipate needs, resolve requests promptly, and liaise across departments for VIPs and special occasions.
• Upsell hotel services and contribute to revenue while maintaining luxury service standards.
• Handle feedback and complaints professionally, escalating when needed.
• Work shifts, weekends, and public holidays as required.

How to apply

Apply via the Accor careers portal for the Guest Service Agent position at Gem Forest Hotel Nairobi – MGallery Collection, Nairobi, Kenya.