Guest Experience Expert at Marriott

Guest Experience Expert at Marriott – Marriott Kenya Job Details

About the Role

Marriott is seeking a Guest Experience Expert to join its team in Nairobi on a full-time basis. This is not a position limited to processing check-ins and check-outs—the Guest Experience Expert shapes how guests remember their stay by delivering personalised service across all touchpoints during their visit. Working in hotel jobs in Nairobi, you will have the autonomy to identify what needs to be done and take action, whether that involves handling guest requests, completing administrative tasks, or sharing recommendations about the local area.

The Guest Experience Expert role at Marriott requires someone who can move fluidly between different service functions and treat operational tasks as part of the guest experience itself. This full-time hotel position demands attention to detail, a commitment to safety and company standards, and the ability to work on your feet for extended periods while maintaining a professional manner at all times.

Key Responsibilities

• Process a range of operational requests and guest needs throughout their stay, from arrival through departure
• Handle guest service requests with initiative and resolve issues within your authority to improve their experience
• Complete and maintain accurate reports and documentation related to guest interactions and hotel operations
• Provide local area knowledge and recommendations to guests, enhancing their understanding of the destination
• Move throughout the property to respond to needs, standing or walking for extended periods as required
• Lift, carry, move, and place objects weighing up to 10 pounds without assistance as part of daily duties
• Maintain strict confidentiality regarding guest information and company matters
• Uphold all Marriott policies, procedures, and quality standards consistently

Requirements & Qualifications

• Degree or Diploma in Hospitality Management or a closely related field
• Minimum 1–2 years of experience working in a Front Office role
• Experience in a hotel environment, preferably in a luxury service setting or 5-star hotel
• Ability to stand, sit, and walk for extended periods during a shift
• Physical capability to move, lift, carry, push, and pull objects up to 10 pounds regularly
• Professional communication skills and neat personal appearance
• Commitment to maintaining workplace safety and protecting company assets

What to Expect

• A hands-on role that requires movement throughout the hotel property and direct guest interaction
• The responsibility to make independent decisions within your scope to enhance the guest experience
• A role where operational excellence and professional standards are non-negotiable
• This Guest Experience Expert at Marriott position in Nairobi is open to qualified candidates. Click Apply below to submit your application.