Guest Experience Expert - Guest Relations Agent

About the role

JW Marriott in Nairobi is hiring a full-time Guest Experience Expert (Guest Relations Agent) in its Rooms & Guest Services Operations. The role welcomes and supports guests, handles their requests and keeps them informed about the property and the surrounding area.

Key responsibilities

• Supply guests with directions and information on property amenities, services, hours of operation and local areas of interest.
• Contact the right departments (Bellperson, Front Desk, Housekeeping, Engineering, Security) to resolve guest calls, requests or problems, and follow up until they are satisfied.
• Receive, record and relay messages accurately, and respond to special requests from guests with unique needs.
• Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
• Welcome guests according to company standards, anticipate their service needs and thank them sincerely.
• Answer phones with appropriate etiquette and speak clearly and professionally.
• Follow company policies, report accidents and unsafe conditions, keep proprietary information confidential and protect company assets.
• Comply with quality assurance standards and suggest improvements to efficiency, quality, safety and cost.
• Stand, sit or walk for long periods and lift objects of up to 10 pounds; perform other reasonable duties asked by supervisors.

Required profile

• Degree or diploma in Hospitality Management or a related field.
• Minimum of 1-2 years of experience in a Front Office role.
• Preferably in a hotel or luxury service environment; a 5-star hotel experience is highly desirable.