From the employer's hiring system · Verified employer
Guest Service Agent
AccorHotel
Job at a glance
- Employer
- AccorHotel
- Position
- Guest Service Agent
- Location
- Nairobi, Kenya
- Job type
- Full-time
- Experience
- Minimum 2 years in Hotel Industry
- Education
- Diploma in Hospitality Management preferred
- Salary
- Not stated in the advert
- Application deadline
- Open until filled (listed until 2 November 2026)
- Posted on VacancyKE
- 15 October 2026
VacancyKE summary
AccorHotel is hiring a Guest Service Agent in Nairobi to deliver exceptional guest experiences at an ibis Styles property. You will manage check-in and check-out procedures, resolve complaints promptly, and ensure all guests feel welcomed according to brand standards.
What stands out about this opportunity
- Resolve guest complaints within 10 minutes
- Operate within ibis Styles brand standards
- Upselling hotel services is part of daily duties
Key responsibilities
- Check in and out guests per SOPs, registering them accurately in the Property Management System (PMS)
- Meet and greet all incoming and outgoing guests warmly, addressing them by name where possible
- Respond to guest inquiries, special requests, and resolve complaints within 10 minutes
- Post accommodation and other expenses accurately onto guest accounts and clear room dockets for checked-out guests
- Collect guest feedback upon check-out and record it in the handover diary
- Take deposits or down payments from guests settling bills directly upon arrival
- File guest registration cards, chits, and billing instructions correctly
- Merchandise and upsell hotel services and outlets while maintaining operational float security
Who should apply?
This role suits hospitality professionals with at least two years of hotel experience who excel in customer service and can handle high-pressure front-desk operations efficiently.
Key requirements
- 2+ years hotel industry experience
- Proficiency in MS Office and PMS
- Strong communication skills
- Professional grooming and demeanor
- Calm under pressure
Nice to have
- Diploma in Hospitality Management or related field preferred
- Opera knowledge is an added advantage
What you should know
- Role aligns with Accor’s service philosophy and ibis Styles brand standards
- Applications are submitted via the SmartRecruiters portal linked in the advert
How to apply
Official source: From the employer's hiring system · jobs.smartrecruiters.com. VacancyKE never charges job seekers.
Original employer advertisement
Published by AccorHotel on jobs.smartrecruiters.com. Shown for reference; the employer’s version is the official one.
The employer’s advert
The Guest Service Agent (GSA) is responsible for delivering exceptional guest experiences through warm, professional, and efficient service. The role involves handling check-in and check-out procedures, responding to guest inquiries, resolving complaints, and ensuring all guests feel welcome and valued in line with Accor’s service philosophy and ibis Styles brand standards.
Duties & Responsibilities
• To provide an efficient and friendly service for all guests and visitors.
• The up-keep and presentation of accounts, records and correspondence.
• Every member of staff is expected to ensure that the hotel guests’ comfort, satisfaction and wellbeing is catered for in a friendly, helpful and personalized manner at all times. This attitude is also to be extended to your colleagues
• To ensure SOP for check-in and check-out are observed.
• To maintain eye contact and pleasant facial expression when attending to Guest.
• To ensure that guest feedback are well recorded in the handover diary.
• To ensure that proper follow up is done for all guest complains within 10mins
• Collect Guest feedback upon check-out
• To respond to guest’s special requests, needs, problems, issues to all departments and concerns to ensure optimal level of guest satisfaction and repeat business.
• Meet and greet all incoming and outgoing Guest.
• To greet all guests warmly and sincerely in a friendly manner and address them by name at all times whenever possible.
• Check in guests as per the set brand standards and ensure that they are properly registered into the Property Management System (PMS).
• Take deposit/down payment from guests settling their bills directly upon arrival.
• Filing of guest registration cards accordingly and ensuring that the guest registration forms are attached with the cover letters/ billing instructions.
• Filing of all guest chits from the various revenue centres correctly and clearing the room dockets for all checked out guests.
• Accurately and efficiently do postings of both accommodation and other related expenses onto guest accounts.
• Ensure day room charges have been posted in cases where manual posting is required.
• Ensure there is enough operational float (with enough change) at all times and the cash till is well secured.
• Merchandising and up selling the hotel, its USPs, and outlets. Ensure the right collateral is in place and well displayed.
• Ensures all guests are attended to at the front of house area.
• To be available to undertake any other duties assigned to you by the management. Be proactive and flexibility needed.
• Ensure that all guests arriving in the hotel are met and greeted and comfortably checked in.
• To print all contingency reports, i.e. arrivals, departures, Guest’s In-house and Guest ledger balance, at the beginning of every shift. This will be filed in the respective files as a backup In-case of system failure.
• Correctly performing Forex exchanges as per the set standard.
• Diploma in Hospitality Management or related field preferred.
• A minimum of 2 years’ experience within the Hotel Industry• Proficiency in MS Office and hotel PMS systems (Opera knowledge is an added advantage).
• Strong communication and interpersonal skills.
• Well-groomed, professional appearance with a warm, engaging personality.
• Ability to remain calm and efficient under pressure Personal Attributes:
Duties & Responsibilities
• To provide an efficient and friendly service for all guests and visitors.
• The up-keep and presentation of accounts, records and correspondence.
• Every member of staff is expected to ensure that the hotel guests’ comfort, satisfaction and wellbeing is catered for in a friendly, helpful and personalized manner at all times. This attitude is also to be extended to your colleagues
• To ensure SOP for check-in and check-out are observed.
• To maintain eye contact and pleasant facial expression when attending to Guest.
• To ensure that guest feedback are well recorded in the handover diary.
• To ensure that proper follow up is done for all guest complains within 10mins
• Collect Guest feedback upon check-out
• To respond to guest’s special requests, needs, problems, issues to all departments and concerns to ensure optimal level of guest satisfaction and repeat business.
• Meet and greet all incoming and outgoing Guest.
• To greet all guests warmly and sincerely in a friendly manner and address them by name at all times whenever possible.
• Check in guests as per the set brand standards and ensure that they are properly registered into the Property Management System (PMS).
• Take deposit/down payment from guests settling their bills directly upon arrival.
• Filing of guest registration cards accordingly and ensuring that the guest registration forms are attached with the cover letters/ billing instructions.
• Filing of all guest chits from the various revenue centres correctly and clearing the room dockets for all checked out guests.
• Accurately and efficiently do postings of both accommodation and other related expenses onto guest accounts.
• Ensure day room charges have been posted in cases where manual posting is required.
• Ensure there is enough operational float (with enough change) at all times and the cash till is well secured.
• Merchandising and up selling the hotel, its USPs, and outlets. Ensure the right collateral is in place and well displayed.
• Ensures all guests are attended to at the front of house area.
• To be available to undertake any other duties assigned to you by the management. Be proactive and flexibility needed.
• Ensure that all guests arriving in the hotel are met and greeted and comfortably checked in.
• To print all contingency reports, i.e. arrivals, departures, Guest’s In-house and Guest ledger balance, at the beginning of every shift. This will be filed in the respective files as a backup In-case of system failure.
• Correctly performing Forex exchanges as per the set standard.
• Diploma in Hospitality Management or related field preferred.
• A minimum of 2 years’ experience within the Hotel Industry• Proficiency in MS Office and hotel PMS systems (Opera knowledge is an added advantage).
• Strong communication and interpersonal skills.
• Well-groomed, professional appearance with a warm, engaging personality.
• Ability to remain calm and efficient under pressure Personal Attributes: