Loyalty & Guest Experiences Supervisor

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.

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. Physical Aspects of Position: Frequent sitting and walking throughout the shift Occasional lifting and carrying up to 20 lbs Occasional kneeling, pushing, pulling, lifting