Background

The Fairmont Norfolk is a historic hotel in Nairobi, Kenya and is owned by the luxury hotel chain, Fairmont Hotels and Resorts. The hotel has 170 rooms, 4 restaurants, and consists of 5 main blocks, each ranging from 1 to 2 stories high. The hotel has a signature Tudor style of architecture that has been maintained since its original construction.

Job Summary

To supervise and coordinate the cleaning, maintenance, and presentation of all public areas of the hotel, ensuring the highest standards of cleanliness, safety, and guest satisfaction are consistently achieved.

Operational Responsibilities

• Supervise daily cleaning activities in all public areas, including: Lobby and reception areas, Public guest washrooms, Corridors and staircases, Restaurants and bars, Meeting rooms and banquet areas, Entrances and exterior walkways, Spa, Gym and Kids Club.
• Conduct regular inspections to ensure cleanliness standards are maintained.
• Assign duties and monitor staff performance throughout the shift.
• Coordinate deep-cleaning schedules for carpets, upholstery, walls, windows, and hard floors.
• Ensure public areas are always guest-ready and presentable.
• Follow up on all maintenance issues and report defects promptly.
• Monitor and maintain cleanliness during conferences, meetings, and special events.

Staff Supervision

• Prepare daily work schedules and assignments.
• Train, coach, and motivate public area attendants.
• Ensure all team members comply with housekeeping SOPs.
• Monitor grooming standards and departmental appearance.
• Conduct on-the-job training and performance follow-up.

Inventory & Equipment Control

• Monitor usage of cleaning chemicals and supplies.
• Ensure proper handling and storage of chemicals according to safety guidelines.
• Maintain inventory of public area supplies and equipment.
• Report damaged or missing equipment immediately.
• Assist in controlling departmental expenses.

Health, Safety & Security

• Ensure compliance with hotel safety and sanitation standards.
• Maintain safe working practices at all times.
• Ensure wet-floor signage and other safety measures are in place.
• Report accidents, incidents, and hazards promptly.
• Ensure proper key control and security procedures are followed.

Guest Service

• Consistently provide professional, friendly, and engaging service.
• Respond promptly to guest requests and concerns.
• Handle guest complaints relating to cleanliness professionally and efficiently.
• Work closely with Front Office, Engineering, Security, and Food & Beverage departments to enhance guest satisfaction.

Qualifications

• Diploma or Degree in Business Administration, Hospitality Management, or related field
• At least 2–3 years’ experience in housekeeping operations, preferably in a luxury hotel environment
• Experience in a luxury hotel environment is an added advantage.
• Excellent organizational and time-management skills
• Strong written and verbal communication skills
• High attention to detail and accuracy
• Ability to multitask and work under pressure
• Advanced proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)

Additional Information

• Employee benefit card offering discounted rates in Accor worldwide.
• Learning programs through our Academies.
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities.
• Be part of creating the historic story of rehabilitating and releasing the rare Mountain Bongo that was heading toward extinction.
• Working with a hotel rich in history and known for exemplary services while growing your career.
• Work and learn in a magical luxury property.

• Supervise daily cleaning activities in all public areas, including: Lobby and reception areas, Public guest washrooms, Corridors and staircases, Restaurants and bars, Meeting rooms and banquet areas, Entrances and exterior walkways, Spa, Gym and Kids Club.
• Conduct regular inspections to ensure cleanliness standards are maintained.
• Assign duties and monitor staff performance throughout the shift.
• Coordinate deep-cleaning schedules for carpets, upholstery, walls, windows, and hard floors.
• Ensure public areas are always guest-ready and presentable.
• Follow up on all maintenance issues and report defects promptly.
• Monitor and maintain cleanliness during conferences, meetings, and special events.
• Prepare daily work schedules and assignments.
• Train, coach, and motivate public area attendants.
• Ensure all team members comply with housekeeping SOPs.
• Monitor grooming standards and departmental appearance.
• Conduct on-the-job training and performance follow-up.
• Monitor usage of cleaning chemicals and supplies.
• Ensure proper handling and storage of chemicals according to safety guidelines.
• Maintain inventory of public area supplies and equipment.
• Report damaged or missing equipment immediately.
• Assist in controlling departmental expenses.
• Ensure compliance with hotel safety and sanitation standards.
• Maintain safe working practices at all times.
• Ensure wet-floor signage and other safety measures are in place.
• Report accidents, incidents, and hazards promptly.
• Ensure proper key control and security procedures are followed.
• Consistently provide professional, friendly, and engaging service.
• Respond promptly to guest requests and concerns.
• Handle guest complaints relating to cleanliness professionally and efficiently.
• Work closely with Front Office, Engineering, Security, and Food & Beverage departments to enhance guest satisfaction.

• Excellent organizational and time-management skills
• Strong written and verbal communication skills
• High attention to detail and accuracy
• Ability to multitask and work under pressure
• Advanced proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)

• Diploma or Degree in Business Administration, Hospitality Management, or related field
• At least 2–3 years’ experience in housekeeping operations, preferably in a luxury hotel environment
• Experience in a luxury hotel environment is an added advantage.