Guest Experience Expert – Front Desk Agent at JW Marriott Hotel Nairobi

Guest Experience Expert – Front Desk Agent at JW Marriott Hotel Nairobi

SEO Title: Guest Experience Expert – Front Desk Agent Job at JW Marriott Nairobi

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

SEO Slug: guest-experience-expert-front-desk-agent-jw-marriott-nairobi

Job Details

- Job Title: Guest Experience Expert – Front Desk Agent

- Company: Marriott International

- Hotel: JW Marriott Hotel Nairobi

- Industry: Hospitality and Hotel Management

- Location: Nairobi, Kenya

- Job Type: Full-time

- Career Area: Rooms and Guest Services Operations

- Job ID: 26144485

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

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

- Salary: Not specified

- Application Deadline: Not specified

Job Overview

JW Marriott Hotel Nairobi, part of Marriott International, is seeking a professional and customer-focused Guest Experience Expert – Front Desk Agent to join its Rooms and Guest Services Operations team.

The successful candidate will play an important role in creating memorable experiences for hotel guests throughout their stay. Rather than focusing only on check-in and check-out procedures, the position involves providing a wide range of guest services, responding to requests, handling operational requirements and ensuring that visitors receive personalised assistance.

The role requires someone who can take initiative, interact confidently with guests, coordinate with different hotel departments and maintain high standards of hospitality.

Applicants should have relevant hospitality training and at least one to two years of experience in a front office position.

About JW Marriott Hotel Nairobi

JW Marriott Hotel Nairobi is part of Marriott International's luxury hotel portfolio.

JW Marriott focuses on personalised hospitality, exceptional guest experiences and high standards of service. The brand provides employees with opportunities for professional development, training, recognition and career growth within an international hospitality environment.

Key Responsibilities

The Guest Experience Expert – Front Desk Agent will undertake the following duties:

1. Guest Reception and Assistance

- Welcome and acknowledge guests professionally upon arrival.

- Assist guests with check-in and check-out procedures.

- Respond to guest enquiries and provide accurate information.

- Guide guests through available hotel services and facilities.

- Provide information about local attractions and places of interest.

- Anticipate guest needs and take initiative to provide appropriate assistance.

2. Guest Requests and Service Delivery

- Receive and respond to guest requests promptly.

- Coordinate with relevant hotel departments to ensure guest needs are addressed.

- Handle guest concerns and service-related issues professionally.

- Follow up on outstanding requests to ensure satisfactory resolution.

- Provide personalised assistance throughout the guest's stay.

- Ensure that guest interactions contribute to a memorable hotel experience.

3. Front Office Operations

- Process operational requirements related to guest services.

- Complete assigned reports and maintain accurate records.

- Support smooth daily operations within the Rooms and Guest Services department.

- Coordinate with colleagues to ensure efficient service delivery.

- Perform other reasonable operational duties assigned by supervisors.

4. Guest Information and Local Area Assistance

- Share information about hotel facilities and services.

- Guide guests on local attractions and available activities.

- Assist visitors in identifying places of interest within the surrounding area.

- Provide helpful information to improve the overall guest experience.

5. Professional Standards and Compliance

- Maintain a safe and professional working environment.

- Follow Marriott International's policies and procedures.

- Maintain confidentiality of guest and company information.

- Protect hotel property and company assets.

- Uphold established quality standards.

- Maintain professional personal appearance and uniform standards.

- Communicate professionally with guests, colleagues and supervisors.

6. Teamwork and Coordination

- Build positive working relationships with colleagues.

- Cooperate with different departments to improve guest service.

- Demonstrate initiative when handling operational responsibilities.

- Support the hotel's service standards through effective teamwork.

Qualifications and Requirements

Interested applicants should meet the following requirements:

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

- At least one to two years of experience in a Front Office role.

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

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

- Strong customer service and interpersonal skills.

- Excellent verbal and written communication abilities.

- Ability to respond professionally to guest enquiries and requests.

- Good organisational and problem-solving skills.

- Ability to work effectively with different hotel departments.

- Professional appearance and conduct.

- Ability to maintain confidentiality and follow company policies.

Physical and Work Requirements

The position involves an active hotel working environment. Employees should be comfortable with:

- Standing, sitting or walking for extended periods.

- Moving around the hotel while attending to guest needs.

- Taking a hands-on approach to assigned duties.

- Moving, lifting, carrying, pushing or pulling objects weighing up to 10 pounds (approximately 4.5 kg) without assistance.

Employment Information

The position is offered on a full-time basis at JW Marriott Hotel Nairobi.

The advertised salary, additional benefits and application deadline have not been specified on the official recruitment page.

Marriott International is an equal opportunity employer committed to providing employment opportunities without discrimination based on protected characteristics.

How to Apply

Interested and qualified candidates should submit their applications through Marriott International's official recruitment platform.

Applicants should highlight their hospitality qualifications, front office experience, customer service abilities and communication skills.

Candidates with experience in luxury hotels or five-star hospitality establishments are encouraged to demonstrate this experience in their applications.

Recruitment Notice: Marriott International maintains a no-fees recruitment policy. Applicants should not pay money to anyone claiming to facilitate recruitment or guarantee employment.

For more job description visit: jobopenings.co.ke