Guest Experience Officer

1 month ago

Nairobi, Kenya Fairmont Hotels & Resorts Full time

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.
Responsibilities


Reporting to the Head of Conservancy, the responsibilities and essential job functions include but are not limited to the following:

Take a lead in organizing guests experiences not limited to guided vehicle, bike rides, walking safaris.
Spearhead the guest experiences strategy team and guest experience providing activities around the conservancy
Take a lead in designing new activity ideas and assist in the future development of camp activities, as well as other programs that build on engagement within the conservancy for guests
Assist in contacting guests before their arrival to ensure smooth delivery of guided experiences and itinerary, work closely with hotel to ensure service experience remains unmatched.
Lead, mentor, and coach the Guides, Activities and Excursion teams in the hotel and the conservancy.
Share the history and culture the conservancy and their environs enthusiastically.
Selling, booking and updating guided experiences and activities.
Be responsible for a positive, safe and memorable experience for each and every guest.
Prepare and update a checklist for animals, plants, and birds at the Conservancy and its environs to enrich guest experiences.
Prepare accurate animal stories/information to promote guest experiences and engagement
Participate in fundraising for the Conservancy activities and goals
Review all online and printed marketing material and provide updates to marketing team as required.
Design a unique photo centre and information center
Organize annual photo competition with awards to be won
Social Media activation space to attract traffic to our pages and create repeat business
Create activities focused on community integration in all our operations to enrich guest experiences
Assist in the set-up for all facilitated activities and execute clean-up duties upon completion of program, including cleaning and sanitizing of spaces and objects, before, during, and after the facilities open / activity ends
Carry out all other tasks as assigned by the Head of Conservancy
Follow department policies, procedures and service standards.
Follow all safety policies.
Other duties as assigned.

Qualifications

Valid Driver’s License and clean driving history
Minimum 4 years leadership experience working in a high-volume, fast-paced recreational / guiding environment
Excellent work organization – ability to solve problems and respond to changing conditions or unexpected events
Positive, outgoing and professional attitude with a passion for National Parks and Kenyan Destinations
Graduate of an Outdoor Recreation/ Ecotourism or Tourism program an asset

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