Guest Experience Expert - Guest Relations Agent

About

The Guest Experience Expert - Guest Relations Agent supplies guests with information about property amenities, services, local areas of interest and activities, and helps resolve guest requests or problems. The role also handles guest messages, special requests and VIP-arrival communication while meeting Marriott service, safety and quality standards. Preferred qualifications are a Degree or Diploma in Hospitality Management or related field and 1–2 years' Front Office experience, preferably in a hotel or luxury service environment. Reference: Job ID 26144497. Terms of service: Full Time. Duty station: JW Marriott Hotel Nairobi.

How to apply

Apply online through the official advert page on Marriott Careers.

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Responsibilities

• Supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
• Contact appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction.
• Receive, record, and relay messages accurately, completely, and legibly.
• Respond to special requests from guests with unique needs.
• Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
• Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets.
• Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; thank guests with genuine appreciation.
• Speak with others using clear and professional language; answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships with others; support team to reach common goals.
• Comply with quality assurance expectations and standards.
• Identify and recommend new ideas, technologies, or processes to increase organizational efficiency, productivity, quality, safety, and/or cost-savings.
• Stand, sit, or walk for an extended period of time or for an entire work shift.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
• Perform other reasonable job duties as requested by Supervisors.

Qualifications

• Education: Degree or Diploma in Hospitality Management or a related field.
• Related Work Experience: Minimum of 1–2 years of experience in Front Office role.
• Experience: Preferably in a hotel or luxury service environment (5-Star hotel is highly desirable).