# Guest Service Agent Job Accor Canonical URL: https://primejobalerts.com/jobs/guest-service-agent-job-accor Company: Accor Category: Marketing & Communications Location: Kenya Work type: Full-time Work arrangement: On-site Published: 2026-10-15 Expires: 2026-11-29 ## Job Description Hospitality Jobs, Accor Jobs. Guest Service Agent creating a seamless and personalised guest experience from arrival to departure and supporting Front Office operations, requiring a diploma or certificate in Hospitality Management, Tourism or Front Office Operations and minimum 2 years experience in a Front Office or Guest Service role preferably in a luxury hotel, in a hotel environment, on-site role in Nairobi. Job 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 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 experience 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 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’ experience in a Front Office, Guest Relations, Concierge or Guest Service role, preferably within a luxury, boutique, branded, 4-star or 5-star hotel. - Previous experience in a luxury or international hotel brand is an advantage. - Good working knowledge of hotel PMS and Front Office systems. - Experience 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. ### How to Apply Click Here to Apply ## Apply Use the canonical Prime Job Alerts page for full application instructions and source verification.