Mövenpick Hotel & Residences Nairobi is hiring a Front Office Agent (Guest Service Agent) to be the first point of contact for guests, providing efficient, friendly, and professional service in a luxury hotel environment.
At Mövenpick Hotel & Residences Nairobi, they believe in treating guests to deliciously fresh cuisine, abundant treats, and flavours that are unmistakably Mövenpick, all served with a generous portion of heartfelt care. The hotel features Baluba all-day dining restaurant, Kijani Bar, and The View, their panoramic revolving restaurant.
About This Front Office Agent Role
The Front Office Agent (Guest Service Agent) will be the first point of contact for guests, greeting them with a warm welcome every time and ensuring they receive efficient, friendly, and professional service throughout their stay.
This isn’t just a reception desk job. You’ll handle guest check-ins and check-outs, manage guest requests, resolve complaints professionally, coordinate with other hotel departments, assist with valet parking, and ensure every guest interaction is positive, productive, and professional.
You’ll work at the heart of the hotel’s operations, setting the tone for each guest’s experience from the moment they arrive. Your role directly impacts guest satisfaction and the hotel’s reputation for exceptional service.
The position requires someone who can work independently, demonstrate initiative in a dynamic environment, and maintain a positive attitude even during busy periods or when handling challenging situations.
Key Responsibilities
Your day-to-day duties as a Front Office Agent will include:
Guest Reception and Welcome
- Be the first point of contact and greet guests with a warm welcome every time
- Provide efficient check-in and check-out services
- Create positive first impressions that set the tone for exceptional guest experiences
Service Delivery
- Provide efficient, friendly, and professional service to all guests (both internal and external)
- Show efficiency in constantly striving to provide total customer satisfaction
- Take initiative to ensure that interactions with guests are positive, productive, and professional
- Anticipate guest needs and exceed expectations whenever possible
Guest Request Management
- Log all guest requests to ensure they are met within established timeframes
- Coordinate with housekeeping, maintenance, concierge, and other departments to fulfill guest needs
- Follow up on requests to ensure completion and guest satisfaction
- Maintain accurate records of all guest communications and requests
Problem Resolution
- Positively handle guest complaints and concerns with empathy and professionalism
- Resolve issues efficiently at the first point of contact whenever possible
- Escalate complex matters to supervisors as required
- Turn negative situations into positive guest experiences through effective problem-solving
Luggage Services
- Securely store and deliver guest luggage
- Coordinate with bellhop/porter services for luggage handling
- Ensure proper tagging, tracking, and security of all stored items
Valet Parking Support
- Assist with valet parking operations as required
- Coordinate vehicle movements with valet team
- Ensure smooth arrival and departure experiences for guests
Telephone and Communication
- Handle incoming calls professionally and efficiently
- Provide information about hotel facilities, services, and local attractions
- Take reservations and messages accurately
- Transfer calls to appropriate departments
Administrative Duties
- Maintain accurate guest records in the hotel’s property management system
- Process payments and maintain cash handling procedures
- Prepare daily reports and shift handover notes
- Ensure front desk area is clean, organized, and presentable at all times
Continuous Improvement
- Participate in training and development programs to enhance skills and capabilities to increase the guest experience
- Stay updated on hotel services, promotions, and local events
- Contribute ideas for improving guest service and operational efficiency
Required Qualifications
Education
- BA/BSc/HND (Higher National Diploma) or equivalent qualification
- Diploma in Hotel Management, Hospitality, or related field is an advantage
Experience
- Previous customer service experience required
- Preferably experience in a hotel environment or luxury hospitality setting
- Experience in front office, reception, or guest relations roles is highly desirable
Technical Skills
- Knowledge of Opera PMS (Property Management System) is a bonus
- Computer literacy including MS Office applications
- Ability to use telephone systems, email, and hotel booking platforms
- Cash handling and basic accounting skills
Communication and Interpersonal Skills
- Ability to provide prompt and efficient service
- Ability to build rapport both in person and over the telephone
- Excellent verbal and written communication skills in English
- Professional telephone etiquette
- Active listening skills to understand and respond to guest needs
Personal Attributes
- An energetic, team-focused, and can-do attitude individual
- Ability to work independently and demonstrate initiative in a dynamic environment
- Enthusiasm to connect with guests and to hear their story
- Self-motivated with a positive and professional attitude
- Calm under pressure and able to multitask effectively
Availability and Flexibility
- Willingness and availability to work flexible hours, including mornings, nights, weekends, and holiday periods
- Ability to work rotating shifts as required by hotel operations
- Commitment to punctuality and reliability
Professional Presentation
- Well-groomed and professional appearance
- Adherence to hotel uniform and grooming standards
- Polished demeanor that reflects the Mövenpick brand
What Mövenpick Hotel & Residences Offers
Employment Type: Full-time, permanent position
Location: Mövenpick Hotel & Residences Nairobi
Industry: Hotels & Restaurants – Luxury Hospitality
Work Environment: You’ll work in the front office of a premium international hotel brand featuring world-class dining venues including Baluba all-day dining restaurant, Kijani Bar, and The View panoramic revolving restaurant. The hotel is committed to indulgence done right, treating guests to deliciously fresh cuisine and heartfelt care.
Career Development: Opportunity to develop your hospitality career with a globally recognized hotel brand, gain international standard training, and advance through various front office and guest service roles within the Mövenpick/Accor Hotels group.
Brand Values: Work in an environment that values heartfelt care, quality service, and creating memorable guest experiences that exceed expectations.
For more hospitality and hotel opportunities in Nairobi, browse Kenya jobs on ActiveJobs.
How to Apply
Application Deadline
Not specified – Applications accepted on a rolling basis
Documents Required
Submit your application to Mövenpick Hotel & Residences with the following documents:
- Updated CV/Resume – Include your customer service experience, preferably in hotel environments, and any relevant hospitality qualifications
- Cover Letter – Explain your interest in this Front Office Agent Nairobi position and your passion for delivering exceptional guest service
- Educational Certificates – Copy of your BA/BSc/HND or relevant hospitality qualifications
- Professional References – Contact details for at least two professional references from previous customer service or hospitality roles
How to Submit Your Application
Apply online via the SmartRecruiters portal:
Visit jobs.smartrecruiters.com and search for “Front Office Agent – Mövenpick Hotel & Residences Nairobi”
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