Background information about the job or company

At Mövenpick Hotel & Residences Nairobi we believe in indulgence done right, treating our guests to deliciously fresh cuisine, abundant treats and flavours that are unmistakably Mövenpick, all served with a generous portion of heartfelt care. Explore our Baluba all-day dining restaurant, Kijani Bar and The View, our panoramic revolving restaurant.

Responsibilities or duties

Guest Service Agent

• Be the first point of contact and greet guests with a warm welcome every time
• Provide efficient, friendly, and professional service to all guests
• Show efficiency in constantly striving to provide total customer satisfaction
• Take initiative to ensure that interactions with our guests (internal or external) are positive, productive, and professional
• Logging all guest requests to ensure they are met within established timeframes
• Positively handling guest complaints and escalating as required
• Securely storing and delivering guest luggage
• Participating in training and development programs to enhance skills and capabilities to increase the guest experience
• Assist with valet parking as required

Qualifications or requirements

• Previous customer service experience, preferably in a Hotel environment
• 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
• Ability to provide prompt and efficient service, including the ability to build rapport both in person and over the telephone
• Self-motivated with a positive and professional attitude
• Knowledge of Opera PSM is a bonus
• Willingness and availability to work flexible hours, including mornings, nights, weekends, and holiday periods

• Be the first point of contact and greet guests with a warm welcome every time
• Provide efficient, friendly, and professional service to all guests
• Show efficiency in constantly striving to provide total customer satisfaction
• Take initiative to ensure that interactions with our guests (internal or external) are positive, productive, and professional
• Logging all guest requests to ensure they are met within established timeframes
• Positively handling guest complaints and escalating as required
• Securely storing and delivering guest luggage
• Participating in training and development programs to enhance skills and capabilities to increase the guest experience
• Assist with valet parking as required

• Customer service
• Communication
• Problem-solving
• Teamwork
• Initiative
• Opera PSM (bonus)

• Previous customer service experience, preferably in a Hotel environment
• 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
• Ability to provide prompt and efficient service, including the ability to build rapport both in person and over the telephone
• Self-motivated with a positive and professional attitude
• Knowledge of Opera PSM is a bonus
• Willingness and availability to work flexible hours, including mornings, nights, weekends, and holiday periods