JW Marriott Hotel Nairobi

Guest Experience Expert (Front Desk Agent) – JW Marriott Hotel Nairobi – April 2025

ESSENTIAL JOB DETAILS

Position: Guest Experience Expert (Front Desk Agent)
Location: JW Marriott Hotel, Nairobi, Kenya
Type of Job: Full-Time
Job Category: Rooms & Guest Services Operations
Application Deadline: Rolling basis (Apply as soon as possible)
Job ID: 25062136

INTRODUCTION

If you’re looking to take your hospitality career to new heights, this is your moment. Join the world-renowned JW Marriott Hotel Nairobi as a Guest Experience Expert (Front Desk Agent) — a role designed to help you build your purpose, belong to an exceptional global team, and become the best version of yourself.

This opportunity is not just about welcoming guests or checking them in and out — it’s about creating a world-class guest journey. You will serve as the face of the brand, helping guests feel valued, inspired, and at home. Whether it’s recommending a local gem, ensuring a smooth check-in, or resolving a request with finesse, your role as a Guest Experience Expert is vital to making every guest experience exceptional.

If you’re actively seeking urgent jobs in Nairobi today, or are passionate about elevating your hospitality journey through hotel jobs in Kenya, this could be your gateway to a globally recognized career in luxury hospitality.

ABOUT JW MARRIOTT HOTEL NAIROBI

JW Marriott is part of Marriott International’s luxury portfolio, with over 100 stunning properties globally. The JW Marriott Hotel Nairobi brings modern luxury and the legacy of J. Willard Marriott to the heart of Kenya’s capital. The property stands as a flagship of elegance, innovation, and warm Kenyan hospitality.

At JW Marriott, we firmly believe that if our associates are happy, our guests will be too. We offer a career experience like no other — one built on mentorship, camaraderie, well-being, and development. From wellness-driven policies to holistic staff support systems, we offer hotel jobs in Kenya that empower you to thrive.

KEY RESPONSIBILITIES

In your role as a Guest Experience Expert, your duties will include but are not limited to:

Welcome guests warmly upon arrival, making them feel valued and appreciated.
Complete check-in and check-out procedures efficiently and professionally.
Handle all guest requests with urgency and dedication to service excellence.
Provide accurate and helpful information about the hotel, local attractions, and services.
Ensure that all transactions (payments, bookings, special requests) are processed smoothly.
Maintain clear and timely communication with housekeeping, concierge, and other departments.
Resolve guest issues and escalate when necessary, ensuring all problems are addressed satisfactorily.
Maintain a clean and organized front desk and lobby environment.
Uphold JW Marriott’s brand standards in appearance, behavior, and service delivery.
Contribute to a positive and collaborative work environment through teamwork and respect.
Support special projects or other job duties as assigned by supervisors.
Follow all company policies and procedures, including safety protocols and confidentiality standards.

QUALIFICATIONS AND SKILLS

To be considered for this role, candidates should possess the following:

A Certificate or Diploma in Front Office Operations, Hotel Management, or a related field.
Minimum of 1 year of experience in a front office, guest relations, or hospitality setting.
Fluency in English (written and spoken); additional languages are a plus.
Knowledge of PMS systems (Opera, MICROS, etc.) is advantageous.
Excellent customer service skills, with a warm, approachable demeanor.
Strong multi-tasking ability and attention to detail.
Physically fit and able to stand, walk, and carry light items (up to 10 pounds).
Professional appearance and polished communication.
Strong interpersonal skills with a positive, can-do attitude.

Preferred but Not Required:

Prior experience working in a luxury hospitality setting.
Familiarity with Marriott brand standards or service training.

COMPANY CULTURE AND VALUES

At JW Marriott, we live by the philosophy that happy associates make happy guests. Our associates embody qualities such as confidence, intuition, innovation, and authenticity. Our workplace is inclusive, respectful, and dynamic. From career development programs to wellness benefits and community involvement, you’ll discover that JW Marriott careers in Kenya are designed to nurture talent and passion.

We call it The JW Treatment™ — treating our guests exceptionally begins with how we treat our people.

Our Core Values:

People First: Associates come before all else.
Pursue Excellence: We strive for continuous improvement and world-class standards.
Act with Integrity: We do what’s right, not what’s easy.
Embrace Change: We innovate to elevate the guest and associate experience.
Serve Our World: We believe in giving back to the communities we operate in.

HOW TO APPLY

To join one of the most recognized brands in the luxury hotel jobs in Kenya, please click the link below and submit your application:

Apply Now via Marriott Careers Portal

No recruitment fees are charged. Marriott has a strict no-fee recruitment policy. Beware of recruitment scams.

JW Marriott and Marriott International are equal opportunity employers. All qualified candidates, regardless of gender, race, religion, age, or disability, are encouraged to apply.

ADDITIONAL ENGAGEMENT

Want more exciting hotel jobs in Kenya or explore openings in guest experience jobs in Nairobi? Head over to our full job listings