At Your Service Agent - Telephone Operator

About the role

JW Marriott in Nairobi is hiring a full-time, non-management At Your Service Agent (telephone operator) to handle guest communications and requests. The role covers answering calls, messages and inquiries, operating the switchboard and following up on guest requests until they are satisfied.

Key responsibilities

• Answer, record and process guest requests, questions and concerns by telephone, email, chat and mobile devices.
• Operate the telephone switchboard, process wake-up call requests and direct calls to the right extension.
• Receive, record and relay messages accurately, and log guest requests or issues in the computer, contacting the right department (e.g. Bellperson, Housekeeping) and following up until resolved.
• Tell guests about room features, property amenities and local areas of interest.
• May process room service orders, answer menu questions and record transactions in the point-of-sale system.
• Help guests access the internet and guestroom entertainment.
• Welcome guests according to company standards, assist people with disabilities and comply with quality assurance standards.
• Follow company policies, keep proprietary information confidential and protect company assets.

Required profile

• Degree or diploma in Hospitality Management or a related field (preferred).
• Minimum of 1-2 years of experience in a similar role.
• Experience in a hotel or luxury service environment is preferred; a 5-star hotel background is highly desirable.
• Able to stand, sit or walk for long periods and to lift objects of up to 10 pounds.