Background information about the job or company (e.g., role context, company overview)

At MGallery, we believe in the power of each moment, from the spectacular sunrise to the stolen glances. Our hotels are more than just a collection of unique destinations—they are a tapestry of stories, culture, and local essence, woven together to create a distinct hospitality experience. Since 2008, MGallery has been dedicated to building a diverse...

Responsibilities or duties

We are seeking a friendly and customer-focused Guest Experience Curator to join our team. As a GEC, you will be the face of our organization, ensuring that our guests have an exceptional experience from check-in to check-out.

• Welcome and greet guests upon arrival, providing a warm and professional first impression
• Handle guest inquiries, requests, and complaints promptly and efficiently
• Coordinate with various departments to ensure guest needs are met
• Provide information about hotel services, local attractions, and activities in Nairobi
• Maintain accurate guest records and update information in the hotel management system
• Anticipate guest needs and proactively offer assistance
• Resolve guest issues and concerns in a timely and satisfactory manner
• Promote hotel services and amenities to enhance guest experience and increase revenue
• Ensure compliance with hotel policies and procedures while maintaining high standards of customer service
• Curate moments for the guests

Qualifications or requirements (e.g., education, skills)

• Excellent communication skills with fluency in English; additional languages are a plus
• Strong problem-solving abilities and attention to detail
• Computer literacy, including proficiency in MS Office and hotel management software
• Knowledge of local attractions and services in Nairobi
• Professional appearance and friendly demeanor
• Empathetic and supportive attitude towards guests

Experience needed

• Previous experience in hospitality or customer service
• Familiarity with hotel operations and guest service standards

Any other provided details (e.g., benefits, work environment, team info, or additional notes)

• Bachelor's degree in Hospitality Management, Tourism, or related field preferred
• Ability to work flexible hours, including evenings, weekends, and holidays
• Ability to work well under pressure and handle multiple tasks simultaneously
• Must be able to work in NAIROBI

• Welcome and greet guests upon arrival, providing a warm and professional first impression
• Handle guest inquiries, requests, and complaints promptly and efficiently
• Coordinate with various departments to ensure guest needs are met
• Provide information about hotel services, local attractions, and activities in Nairobi
• Maintain accurate guest records and update information in the hotel management system
• Anticipate guest needs and proactively offer assistance
• Resolve guest issues and concerns in a timely and satisfactory manner
• Promote hotel services and amenities to enhance guest experience and increase revenue
• Ensure compliance with hotel policies and procedures while maintaining high standards of customer service
• Curate moments for the guests

• Excellent communication skills with fluency in English; additional languages are a plus
• Strong problem-solving abilities and attention to detail
• Computer literacy, including proficiency in MS Office and hotel management software
• Knowledge of local attractions and services in Nairobi
• Professional appearance and friendly demeanor
• Empathetic and supportive attitude towards guests

• Bachelor's degree in Hospitality Management, Tourism, or related field preferred
• Previous experience in hospitality or customer service
• Familiarity with hotel operations and guest service standards