Guest Services Associates (Hotel Front Office)

Multiple hotels in Nairobi and along the Kenyan coast are looking for Guest Services Associates to join their front office teams.

About the Role

As a Guest Services Associate, you'll be the first and last point of contact for guests setting the tone for their stay from check-in to check-out. You'll handle reservations, guest inquiries, and daily front desk operations while ensuring every guest feels welcomed and well taken care of.

Key Responsibilities

• Welcome guests warmly and manage check-in/check-out efficiently
• Handle reservations, room assignments, and booking confirmations
• Respond to guest inquiries, requests, and complaints promptly and professionally
• Coordinate with housekeeping, F&B, and other departments to fulfill guest needs
• Process payments and maintain accurate billing records
• Provide local recommendations and concierge-style support (tours, transport, dining)
• Maintain a clean, organized, and professional front desk area
• Answer phone calls and manage correspondence

Requirements

• Diploma/certificate in Hospitality Management or related field (or equivalent experience)
• 1+ years' experience in a front desk, guest relations, or customer service role (hospitality preferred)
• Strong communication skills in English and Swahili; additional languages a plus, especially at coastal properties with international guests
• Proficiency with hotel management/reservation systems (e.g., Opera, or willingness to learn)
• Well-groomed, professional appearance and demeanor
• Flexibility to work shifts, weekends, and holidays

What Makes You a Great Fit

• Warm, guest-first attitude with genuine problem-solving instincts
• Calm under pressure, especially during high-occupancy periods
• Team player who works well across departments