At Your Service Agent – Telephone Operator at JW Marriott Hotel Nairobi

At Your Service Agent – Telephone Operator at JW Marriott Hotel Nairobi

SEO Title: At Your Service Agent – Telephone Operator Job at JW Marriott Nairobi

Meta Description: JW Marriott Hotel Nairobi is hiring an At Your Service Agent – Telephone Operator. Applicants should have a Hospitality degree or diploma and 1–2 years of relevant experience.

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Job Details

- Job Title: At Your Service Agent – Telephone Operator

- 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: 26144495

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

- Experience: 1–2 years in a similar 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 At Your Service Agent – Telephone Operator to join its Rooms and Guest Services Operations team.

The successful candidate will serve as an important communication link between hotel guests and different departments. The role involves receiving telephone calls, handling guest enquiries, recording requests, relaying messages and ensuring that customer concerns are addressed promptly.

The position also requires the successful candidate to coordinate with departments such as housekeeping and bell services, provide information about hotel facilities and assist guests with various service requests.

The ideal applicant should have excellent communication skills, professional telephone etiquette and the ability to deliver exceptional hospitality services.

About JW Marriott Hotel Nairobi

JW Marriott Hotel Nairobi is part of Marriott International's luxury hotel portfolio. The brand focuses on personalised hospitality, exceptional guest experiences and high standards of service.

Employees are provided with opportunities for professional development, training and recognition while working in a diverse hospitality environment.

Key Responsibilities

The At Your Service Agent – Telephone Operator will undertake the following duties:

1. Telephone and Communication Management

- Answer incoming telephone calls professionally and courteously.

- Operate the hotel's telephone switchboard.

- Direct calls to the appropriate departments and extensions.

- Process guest requests for wake-up calls.

- Receive, record and relay messages accurately.

- Respond to guest enquiries through telephone, email, chat and mobile communication devices.

- Use appropriate telephone etiquette when communicating with guests.

2. Guest Requests and Service Coordination

- Receive and record guest requests, questions and complaints.

- Enter guest requests and issues into the hotel's computer system.

- Contact the appropriate department or employee to address guest requests.

- Coordinate with housekeeping, bell services and other departments to ensure timely service.

- Follow up with guests to confirm that their requests have been resolved satisfactorily.

- Escalate issues when necessary to ensure appropriate attention.

3. Guest Information and Assistance

- Provide guests with information about room features and hotel amenities.

- Explain available hotel facilities and services.

- Provide information about local attractions and areas of interest.

- Assist guests with accessing internet services and in-room entertainment.

- Respond to questions about hotel services and available facilities.

4. Room Service Support

- Assist with processing room service orders where required.

- Respond to questions about menu selections.

- Record room service transactions in the point-of-sale system.

- Coordinate with relevant departments to ensure guest requests are handled properly.

5. Customer Service and Professional Conduct

- Welcome and acknowledge guests according to Marriott service standards.

- Anticipate guest needs and provide appropriate assistance.

- Assist guests with disabilities where necessary.

- Communicate clearly and professionally with guests and colleagues.

- Maintain confidentiality of company and guest information.

- Protect hotel property and other company assets.

6. Teamwork and Operational Standards

- Develop and maintain positive working relationships with colleagues.

- Support team members in achieving common departmental goals.

- Follow company policies and procedures.

- Maintain a clean and professional appearance.

- Comply with quality assurance expectations and service standards.

- Perform other reasonable duties assigned by supervisors.

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 similar role.

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

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

- Excellent verbal and written communication skills.

- Strong telephone etiquette and customer service skills.

- Ability to handle guest requests and complaints professionally.

- Good organisational and record-keeping abilities.

- Ability to coordinate effectively with different hotel departments.

- Professional appearance and conduct.

- Ability to maintain confidentiality and handle guest information responsibly.

Physical and Work Requirements

The position involves working in a hotel environment and may require:

- Standing, sitting or walking for extended periods or throughout an entire work shift.

- Reading and verifying information in different formats.

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

- Working effectively with guests and colleagues during busy operational periods.

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 academic qualifications, relevant telephone operator or guest service experience, communication abilities and customer service skills.

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