About this role
Loyalty & Guest Experiences Supervisor
Full-Time
Permanent
FAIRMONT
Loyalty
Location Fairmont The Norfolk, Nairobi, Kenya
ExternalReference REF116160P
Loyalty & Guest Experiences Supervisor
Region Luxury & Lifestyle
Company Description
Nestled in the heart of Nairobi since 1904, Fairmont The Norfolk is one of the city’s most iconic landmarks, where timeless elegance meets modern luxury. Set within serene tropical gardens, the hotel features 125 beautifully appointed rooms and suites designed to offer exceptional comfort while preserving its rich heritage. Over the decades, it has welcomed distinguished guests, global leaders, and travelers seeking refined hospitality in a setting that reflects Nairobi’s vibrant history. With award-winning dining, a heated outdoor pool, wellness facilities, and curated local experiences, the hotel offers guests both relaxation and a gateway to explore the city’s culture and nearby attractions. Committed to sustainability and excellence, Fairmont The Norfolk continues to blend historic charm with contemporary sophistication, creating memorable experiences for generations of visitors.
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 gue