Loyalty & Guest Experiences Supervisor
2026-08-24T15:32:40+00:00
Fairmont Hotels & Resorts
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https://www.fairmont.com/en.html
FULL_TIME
Nairobi
Nairobi
00100
Kenya
Hospitality, and Tourism
Management,Customer Service,Restaurant & Hospitality,Entertainment & Travel
2026-08-31T17:00:00+00:00
8
Job Description
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
* 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.
* Excellent communication and interpersonal skills. * Strong guest service mindset with excellent problem-solving abilities. * Ability to lead and motivate a team in a fast-paced environment. * High attention to detail.
* 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. * Good command of English (spoken and written); additional languages are an advantage. * Experience handling VIP guests, guest complaints, and service recovery. * Strong knowledge of hotel operations and luxury service standards. * Professional appearance, positive attitude.
JOB-6a8c6418ee210
Vacancy title:
Loyalty & Guest Experiences Supervisor
[Type: FULL_TIME, Industry: Hospitality, and Tourism, Category: Management,Customer Service,Restaurant & Hospitality,Entertainment & Travel]
Jobs at:
Fairmont Hotels & Resorts
Deadline of this Job:
Monday, August 31 2026
Duty Station:
Nairobi | Nairobi
Summary
Date Posted: Monday, August 24 2026, Base Salary: Not Disclosed
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JOB DETAILS:
Job Description
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
Work Hours: 8
Experience in Months: 12
Level of Education: bachelor degree
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