Guest Experience Expert - Front Desk Agent

About the role

JW Marriott is hiring a Guest Experience Expert (Front Desk Agent) in Westlands, Nairobi. The role goes beyond simple check-in and check-out: it is about building a memorable and unique guest experience, with the expert guiding guests through their entire stay. The position is full-time and non-management.

Key responsibilities

• Deliver a wide range of services that guide guests through their entire stay
• Process operational needs and address guest requests
• Complete reports and share the highlights of the local area
• Make transactions feel like part of the guest experience
• Follow company policies and procedures, maintain confidentiality and protect company assets
• Uphold quality standards and keep a professional appearance and communication style
• Work on your feet and move around, lifting and carrying objects of 10 pounds or less without assistance

Required profile

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