Guest Experience Expert – Guest Relations Agent at JW Marriott Hotel Nairobi

Guest Experience Expert – Guest Relations Agent at JW Marriott Hotel Nairobi

SEO Title: Guest Experience Expert – Guest Relations Agent Job at JW Marriott Hotel Nairobi

Meta Description: JW Marriott Hotel Nairobi is hiring a Guest Experience Expert – Guest Relations Agent. Applicants should have a Hospitality degree or diploma and 1–2 years of Front Office experience.

SEO Slug: guest-experience-expert-guest-relations-agent-jw-marriott-nairobi

Job Details

- Job Title: Guest Experience Expert – Guest Relations Agent

- Company: Marriott International – JW Marriott Hotel Nairobi

- Location: Nairobi, Kenya

- Job ID: 26144497

- Job Category: Rooms & Guest Services Operations

- Job Type: Full-Time

- Experience: 1–2 years in a Front Office role

- Education: Degree or Diploma in Hospitality Management or a related field

- Salary: Not specified

- Application Deadline: Not specified

Job Overview

JW Marriott Hotel Nairobi, part of Marriott International's luxury hotel portfolio, is seeking a Guest Experience Expert – Guest Relations Agent to support its guest services operations.

The successful candidate will help ensure guests receive professional, welcoming and personalised service throughout their stay. The role involves responding to guest enquiries, providing information about hotel facilities and local attractions, coordinating assistance from relevant departments, and following up to ensure guest concerns are resolved satisfactorily.

The position requires strong communication skills, attention to detail, professionalism and the ability to work collaboratively with different hotel departments.

About Marriott International

Marriott International is a global hospitality company operating a portfolio of hotel brands across different market segments. JW Marriott is part of its luxury portfolio, with a focus on high-quality hospitality, guest satisfaction and personalised service.

Key Responsibilities

The Guest Experience Expert – Guest Relations Agent will be responsible for:

- Providing guests with directions and information about hotel facilities, services and operating hours.

- Sharing information about local attractions, activities and places of interest.

- Responding to guest enquiries, requests and complaints professionally.

- Contacting relevant departments, including Front Desk, Housekeeping, Engineering, Security and Bell Services, to resolve guest concerns.

- Following up with guests to confirm that their requests or problems have been addressed satisfactorily.

- Receiving, recording and relaying guest messages accurately and clearly.

- Attending to special requests from guests with unique needs.

- Communicating VIP arrivals to designated staff to coordinate guest escorts and amenity delivery.

- Welcoming and acknowledging guests according to Marriott service standards.

- Anticipating guest needs and providing appropriate assistance.

- Answering telephone calls using professional communication etiquette.

- Maintaining confidentiality of company and guest information.

- Working with colleagues and other departments to achieve common service goals.

- Following company policies, safety procedures and quality standards.

- Reporting accidents, injuries and unsafe working conditions to the appropriate supervisor.

- Identifying and recommending ideas that could improve service quality, efficiency, productivity and safety.

- Performing other reasonable duties assigned by supervisors.

Qualifications and Requirements

Applicants should meet the following requirements:

- A Degree or Diploma in Hospitality Management or a related field.

- At least 1–2 years of experience in a Front Office role.

- Previous experience in a hotel or luxury service environment is preferred.

- Experience in a five-star hotel is highly desirable.

- Strong verbal communication and interpersonal skills.

- Ability to respond professionally to guest enquiries and service requests.

- Good coordination and teamwork skills.

- Ability to maintain confidentiality and follow established service standards.

- A professional appearance and positive attitude when interacting with guests.

Working Conditions

The position may require employees to stand, sit or walk for extended periods, including throughout an entire work shift. The role also involves moving, lifting, carrying, pushing or pulling objects weighing up to 10 pounds (approximately 4.5 kg) without assistance.

Equal Employment Opportunity

Marriott International is an equal opportunity employer. The company states that it values diverse backgrounds and experiences and provides equal access to employment opportunities without discrimination on protected grounds.

How to Apply

Interested and qualified candidates should submit their applications through the official Marriott International careers website. Applicants should review the job requirements and complete the online application process.

Marriott International maintains a no-fees recruitment policy. Applicants are not required to pay money or recruitment fees at any stage of the application process.

For more job description visit: jobopenings.co.ke