Loyalty & Guest Experiences Supervisor Job Fairmont Hotels & Resorts Nairobi, Kenya
Key Responsibilities
- Supervise daily Guest Experience operations to ensure exceptional service delivery and adherence to brand standards.
- Lead, coach, and support the Guest Experience team in providing personalized guest services and professional development.
- Monitor guest satisfaction metrics and proactively identify opportunities to enhance the overall guest experience.
- Handle guest feedback, requests, and service recovery situations professionally and efficiently to maintain guest loyalty.
- Coordinate with Front Office, Housekeeping, Food & Beverage, and other departments to ensure seamless guest experiences.
- Manage VIP arrivals, repeat guests, special occasions, and personalized guest arrangements with meticulous attention to detail.
- Conduct guest follow-ups, courtesy visits, and satisfaction checks during the guest stay to reinforce positive experiences.
- Maintain accurate records of guest preferences, feedback, and service recovery actions for future reference and personalization.
- Support the implementation of guest engagement programs, loyalty initiatives, and hotel-wide service excellence projects.
- Review guest feedback from various platforms and provide actionable recommendations for continuous service improvement.
- Train and mentor team members on loyalty program features, guest recognition protocols, and service recovery techniques.
- Monitor and analyze guest experience performance metrics, preparing detailed reports and trend analysis for management review.
- Assist in preparing guest experience reports and performance analysis to support strategic decision-making.
- Ensure compliance with hotel policies, brand standards, and service excellence guidelines across all guest touchpoints.
Qualifications
- Minimum 3–4 years of experience in Front Office, Guest Relations, or Guest Experience roles, preferably in a 4- or 5-star hotel.
- Minimum 1 year of supervisory experience with strong team leadership skills.
- Excellent communication and interpersonal skills.
- Good command of English (spoken and written); additional languages are an advantage.
- Strong guest service mindset with excellent problem-solving abilities.
- Experience handling VIP guests, guest complaints, and service recovery.
- Strong knowledge of hotel operations and luxury service standards.
- Ability to lead and motivate a team in a fast-paced environment.
- Professional appearance, positive attitude and high attention to detail.
- Flexible to work shifts, weekends, and public holidays.
Additional Information
Physical Aspects of Position:
- Frequent sitting and walking throughout the shift
- Occasional lifting and carrying up to 20 lbs
- Occasional kneeling, pushing, pulling, lifting
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