Summary: Loyalty & Guest Experiences Supervisor At Fairmont Hotels & Resorts opportunity at MyJobMag in Kenya.

Job Details

  • Deadline: Not specified
  • Company: MyJobMag
  • Location: Kenya

Job Description

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

How to Apply

Apply by email: services@myjobmag.co.ke

Application link: Apply for this job