At Your Service Agent – Telephone Operator

Marriott International Nairobi, Kenya Full Time Posted 2026-11-05

AI job insight

JW Marriott Hotel Nairobi is seeking a customer-focused At Your Service Agent – Telephone Operator to join its Rooms and Guest Services Operations team. The role handles hotel switchboard calls, guest enquiries, messages, wake-up calls, and coordination with housekeeping and bell services.

Full-time position in Rooms and Guest Services Operations
Requires 1–2 years of experience in a similar role
Degree or Diploma in Hospitality Management or a related field

Source JobOpenings.co.ke Salary The advertised salary, additional

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CountyNairobiCityNairobiContractFull TimePosted2026-11-05Close dateNot specifiedExperience1 yearSourceJobOpenings.co.ke

telephone operatorguest serviceshospitalityhotel operationsNairobifull timecustomer servicehospitalitycall_centerinternshippart_timerestaurante

AI summary

Full-time position in Rooms and Guest Services Operations
Requires 1–2 years of experience in a similar role
Degree or Diploma in Hospitality Management or a related field
Handles guest communication and coordination with hotel departments

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AI job guide

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AI salary guide

Source salary available

The source lists The advertised salary, additional. Confirm the final pay, benefits, contract terms and allowances directly with the employer before accepting an offer.

Can you qualify for this role?

Required1+ years of relevant experienceThe job post includes a minimum experience signal.
RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
PreferredPractical evidence in hospitality, call_center, internshipThe tags and summary point to skills connected with this role.
RequiredAvailability to work in NairobiThe vacancy is associated with this location.
UnclearComfort with the Full Time contract termsConfirm hours, duration, probation and benefits at the original source.

Documents to prepare

Likely requiredUpdated CV
Role specificCover letter or short employer message
OptionalProfessional references
Role specificAcademic or professional certificates
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Application tips for this job

Place your strongest At Your Service Agent – Telephone Operator evidence in the first half of your CV.
In your cover letter or employer message, connect your experience to Marriott International and the role in Nairobi.
Add concrete examples related to hospitality, call_center, internship, ideally with measurable outcomes or clear responsibilities.
Follow the instructions from JobOpenings.co.ke; avoid sending documents to unofficial contacts or copied links.
Confirm the deadline, interview location and employer contact before sharing personal documents.
Prepare a polite question about pay, benefits and contract terms for later interview stages.

Source and safety check

JobOpenings.co.ke
Original source link available
Application method is clear
Deadline not specified

No major risk signal was detected in the captured text.

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Interview preparation

What experience makes you a strong fit for this At Your Service Agent – Telephone Operator role in hospitality, call_center?
How have you handled responsibilities similar to those in this job post?
Are you available to work in Nairobi under the listed contract or schedule?

Prepare examples with clear responsibilities, tools used and measurable outcomes.
Review the source and research Marriott International before the interview.

Ask what the first priorities will be in the role and how success will be measured.

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Original source description

Job Title: At Your Service Agent – Telephone Operator
Company: Marriott International
Hotel: JW Marriott Hotel Nairobi
Industry: Hospitality and Hotel Management
Location: Nairobi, Kenya
Job Type: Full-time
Career Area: Rooms and Guest Services Operations
Job ID: 26144495
Qualification: Degree or Diploma in Hospitality Management or a related field
Experience: 1–2 years in a similar role
Salary: Not specified
Application Deadline: Not specified
Answer incoming telephone calls professionally and courteously.
Operate the hotel's telephone switchboard.
Direct calls to the appropriate departments and extensions.
Process guest requests for wake-up calls.
Receive, record and relay messages accurately.
Respond to guest enquiries through telephone, email, chat and mobile communication devices.
Use appropriate telephone etiquette when communicating with guests.
Receive and record guest requests, questions and complaints.
Enter guest requests and issues into the hotel's computer system.
Contact the appropriate department or employee to address guest requests.
Coordinate with housekeeping, bell services and other departments to ensure timely service.
Follow up with guests to confirm that their requests have been resolved satisfactorily.
Escalate issues when necessary to ensure appropriate attention.
Provide guests with information about room features and hotel amenities.
Explain available hotel facilities and services.
Provide information about local attractions and areas of interest.
Assist guests with accessing internet services and in-room entertainment.
Respond to questions about hotel services and available facilities.
Assist with processing room service orders where required.
Respond to questions about menu selections.
Record room service transactions in the point-of-sale system.
Coordinate with relevant departments to ensure guest requests are handled properly.
Welcome and acknowledge guests according to Marriott service standards.
Anticipate guest needs and provide appropriate assistance.
Assist guests with disabilities where necessary.
Communicate clearly and professionally with guests and colleagues.
Maintain confidentiality of company and guest information.
Protect hotel property and other company assets.
Develop and maintain positive working relationships with colleagues.
Support team members in achieving common departmental goals.
Follow company policies and procedures.
Maintain a clean and professional appearance.
Comply with quality assurance expectations and service standards.
Perform other reasonable duties assigned by supervisors.
A Degree or Diploma in Hospitality Management or a related field.
At least one to two years of experience in a similar role.
Previous experience in a hotel or luxury service environment is preferred.
Experience in a five-star hotel is highly desirable.
Excellent verbal and written communication skills.
Strong telephone etiquette and customer service skills.
Ability to handle guest requests and complaints professionally.
Good organisational and record-keeping abilities.
Ability to coordinate effectively with different hotel departments.
Professional appearance and conduct.
Ability to maintain confidentiality and handle guest information responsibly.
Standing, sitting or walking for extended periods or throughout an entire work shift.
Reading and verifying information in different formats.
Moving, lifting, carrying, pushing or pulling objects weighing up to 10 pounds (approximately 4.5 kg) without assistance.
Working effectively with guests and colleagues during busy operational periods.

Source and provenanceSource: JobOpenings.co.ke. Last checked: 2026-11-05.Kazi Connect is a job discovery service, not the employer. Always confirm the vacancy at the original source.Summaries may be AI-assisted. Report inaccurate content.

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