Guest Experience Expert - Concierge

Position Overview

This role focuses on more than facilitating check-in and check-out processes; it aims to create a memorable and distinctive guest experience throughout their stay. The Guest Experience Expert actively provides a broad variety of services to assist guests, responding to their requests and ensuring all transactions enrich the overall experience.

Key Duties

• Proactively support guests by managing operational tasks and responding to their inquiries.
• Deliver comprehensive local area information and recommendations to enhance guest satisfaction.
• Prepare and complete reports connected with guest services as required.
• Maintain a safe working environment by strictly adhering to company policies, procedures, and confidentiality rules.
• Protect hotel assets and uphold high-quality standards in all aspects of service delivery.
• Ensure professional appearance and communication at all times, complying with uniform and grooming guidelines.
• Be physically active throughout shifts, including prolonged periods of standing, sitting, or walking, and handle objects up to 10 pounds independently.

Qualifications and Experience

• Certificate or diploma in Hospitality Management or a related discipline.
• At least 1 to 2 years of experience in a frontline role within hotel operations, preferably in a luxury or 5-star hotel setting.

Additional Information

This position is non-management and located in Nairobi, Kenya, within the Rooms & Guest Services Operations category. Marriott International promotes equal employment opportunities and values the diverse backgrounds of its staff. The company fosters a supportive community that encourages growth, training, and well-being in a luxury hospitality environment.

Associates at JW Marriott strive to provide exceptional service rooted in the legacy of the company founder. The brand emphasizes innovation, genuine interactions, and promoting a welcoming culture for both guests and employees.