10 Fairmont Hotels Resorts jobs in Kenya
Head of Guest Services
10100 Mwembe
KES100000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client is seeking an experienced and charismatic Head of Guest Services to lead their guest experience initiatives. This fully remote role requires a visionary leader passionate about delivering exceptional service in the hospitality sector. You will be responsible for developing and implementing strategies to enhance guest satisfaction, streamline service operations, and foster a culture of service excellence across all touchpoints. The ideal candidate will have a strong background in hospitality management, with a proven ability to manage teams, resolve guest issues effectively, and drive continuous improvement in service delivery. You will oversee guest relations, concierge services, and front desk operations (virtually), ensuring seamless experiences for all guests. Key responsibilities include training and mentoring service staff, developing service standards, and implementing feedback mechanisms to continuously improve guest experiences. This role demands excellent communication, problem-solving, and interpersonal skills. You will also be involved in managing operational budgets related to guest services and collaborating with other departments to ensure a cohesive guest journey. Staying abreast of industry best practices and innovative service solutions is crucial. The ability to lead and motivate a remote team, ensuring high performance and dedication to service standards, is paramount. If you are a dedicated hospitality professional with a commitment to exceeding guest expectations and a passion for creating memorable experiences, we invite you to apply. This remote role supports hospitality services in Nyeri, Nyeri, KE .
This advertiser has chosen not to accept applicants from your region.
0
Remote Guest Services Coordinator
50200 Tuwan
KES50000 Annually
WhatJobs
Posted 12 days ago
Job Viewed
Job Description
Our client, a boutique hotel chain dedicated to providing exceptional guest experiences, is seeking a charming and efficient Remote Guest Services Coordinator. This is a fully remote position, enabling you to deliver world-class service from the comfort of your home. You will be the primary point of contact for guests, addressing inquiries, resolving issues, and ensuring their stay is memorable and seamless. The ideal candidate will possess outstanding communication and problem-solving skills, a passion for hospitality, and the ability to manage multiple tasks in a fast-paced virtual environment. Your role will be crucial in maintaining our client's reputation for outstanding customer care and exceeding guest expectations. You will handle a variety of tasks, including booking inquiries, pre-arrival arrangements, in-stay support, and post-stay follow-ups, all through digital channels.
Key Responsibilities:
Key Responsibilities:
- Respond promptly and professionally to guest inquiries via email, chat, and phone.
- Assist guests with booking reservations, modifications, and cancellations.
- Provide information about hotel amenities, local attractions, and services.
- Handle guest requests and resolve complaints efficiently and empathetically.
- Coordinate with on-site staff to ensure guest needs are met during their stay.
- Manage guest feedback and online reviews, responding constructively.
- Prepare pre-arrival information packages for guests.
- Process guest payments and maintain accurate records.
- Assist with special requests and personalize guest experiences.
- Document all guest interactions and resolutions in the CRM system.
- Contribute to developing and improving guest service standards and protocols.
- Stay updated on hotel policies, services, and local events.
- Upsell additional services and amenities when appropriate.
- Ensure a high level of customer satisfaction is consistently achieved.
- Proactively identify opportunities to enhance the guest experience.
- High school diploma or equivalent; a degree in Hospitality Management or a related field is a plus.
- Minimum of 2 years of experience in customer service, preferably within the hospitality industry.
- Exceptional written and verbal communication skills in English.
- Strong interpersonal skills and a genuine passion for guest service.
- Excellent problem-solving and conflict-resolution abilities.
- Proficiency in using online booking systems and CRM software.
- Ability to multitask and manage time effectively in a remote, fast-paced environment.
- A patient, calm, and professional demeanor.
- Reliable internet connection and a suitable home office setup.
- Flexibility to work varying shifts, including weekends and holidays, as needed for a 24/7 operation.
- Experience with virtual communication tools (e.g., Zoom, Slack) is beneficial.
- A proactive approach to anticipating and meeting guest needs.
This advertiser has chosen not to accept applicants from your region.
1
Guest Services Coordinator - Remote
01000 Makongeni
KES55000 Monthly
WhatJobs
Posted 17 days ago
Job Viewed
Job Description
Our client, a prominent player in the hospitality and tourism sector, is seeking a dedicated and customer-focused Guest Services Coordinator to join their fully remote support team. This role is instrumental in ensuring an exceptional guest experience from initial inquiry through post-stay feedback. You will be the primary point of contact for guests, handling bookings, addressing inquiries, resolving issues, and coordinating various services to meet their needs. The ideal candidate possesses outstanding communication skills, a passion for hospitality, and the ability to manage multiple tasks efficiently in a fast-paced, remote environment. You will leverage technology to provide seamless support and contribute to guest satisfaction and loyalty.
Responsibilities:
Responsibilities:
- Manage incoming guest inquiries via phone, email, and chat regarding reservations, services, and general information.
- Assist guests with booking accommodations, tours, and other hospitality services.
- Process reservations, modifications, and cancellations accurately and efficiently.
- Provide information on local attractions, activities, and transportation options.
- Resolve guest complaints and issues promptly and professionally, escalating when necessary.
- Coordinate with internal departments (e.g., housekeeping, maintenance, F&B) to fulfill guest requests.
- Collect and document guest feedback, identifying areas for service improvement.
- Maintain a comprehensive understanding of company offerings, policies, and procedures.
- Ensure all guest interactions adhere to the company's service standards.
- Contribute to maintaining positive online reviews and guest satisfaction metrics.
- Proven experience in customer service, preferably within the hospitality or tourism industry.
- Excellent verbal and written communication skills.
- Strong interpersonal skills and a genuine passion for guest service.
- Proficiency in using reservation systems and customer relationship management (CRM) software.
- Ability to multitask, prioritize, and manage time effectively in a remote setting.
- Strong problem-solving abilities and the capacity to handle challenging situations with composure.
- Tech-savvy with experience using video conferencing tools and standard office software.
- High school diploma or equivalent; relevant certifications or associate degree a plus.
- Ability to work flexible hours, including evenings and weekends, as needed for remote support.
- A positive attitude and a commitment to delivering outstanding guest experiences.
This advertiser has chosen not to accept applicants from your region.
2
Remote Hospitality Guest Services Coordinator
10100 Embu, Eastern
KES45000 Monthly
WhatJobs
Posted 9 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and customer-focused Remote Hospitality Guest Services Coordinator to join their expanding team. This role is essential in ensuring an exceptional guest experience through proactive communication and efficient problem-solving, all managed from a remote setting. The coordinator will be the primary point of contact for guests, handling inquiries, managing reservations, and addressing concerns with professionalism and empathy. This position is fully remote, offering the flexibility to work from anywhere while delivering top-tier service. Our client prides itself on providing outstanding hospitality, and this role is pivotal in maintaining those high standards. The ideal candidate will possess a passion for service, excellent communication skills, and the ability to thrive in a virtual environment.
Responsibilities:
Responsibilities:
- Manage and respond to guest inquiries via phone, email, and chat platforms promptly and professionally.
- Process and confirm reservations, modifications, and cancellations with accuracy.
- Provide detailed information about services, amenities, and local attractions.
- Proactively address and resolve guest issues and complaints to ensure satisfaction.
- Coordinate with various hotel departments (when applicable) to fulfill guest requests.
- Maintain guest records and update information in the property management system (PMS).
- Assist with pre-arrival communications, including welcome emails and special requests.
- Gather guest feedback and report on trends or recurring issues.
- Uphold the company's service standards and brand reputation.
- Contribute to team efforts by accomplishing related results as needed.
- Proven experience in customer service, hospitality, or a related field is highly preferred.
- Excellent verbal and written communication skills in English.
- Strong active listening and problem-solving abilities.
- Proficiency with reservation systems and CRM software is a plus.
- Ability to multitask and manage time effectively in a fast-paced remote environment.
- Adept at using communication tools and technology for remote work.
- Empathy, patience, and a genuine desire to help guests.
- Ability to remain calm and professional under pressure.
- High school diploma or equivalent required; further education in hospitality or tourism is a bonus.
- Must have a reliable internet connection and a dedicated workspace for remote operation.
This advertiser has chosen not to accept applicants from your region.
3
Remote Senior Guest Services Manager - Hospitality
40100 Kisumu
KES135000 Annually
WhatJobs
Posted 3 days ago
Job Viewed
Job Description
Our client, a premier hospitality group, is seeking an experienced and dynamic Senior Guest Services Manager to oversee and elevate the guest experience. This is a fully remote position, allowing you to contribute to exceptional service standards from your chosen location. You will be responsible for developing and implementing guest service strategies, training and managing remote service teams, and ensuring consistent delivery of outstanding hospitality. The ideal candidate has a deep passion for service excellence, a thorough understanding of hospitality operations, and proven leadership skills in managing customer relations and resolving complex guest issues. You will be instrumental in maintaining brand reputation and fostering guest loyalty.
Key Responsibilities:
Key Responsibilities:
- Lead the development and implementation of innovative guest service initiatives.
- Oversee the daily operations of remote guest services teams, ensuring adherence to service standards.
- Monitor guest feedback across all platforms and implement service recovery strategies when necessary.
- Train, coach, and mentor guest services staff, fostering a culture of excellence.
- Develop and maintain standard operating procedures for guest services.
- Collaborate with other departments to ensure a seamless and positive guest experience.
- Manage escalated guest complaints and ensure swift, satisfactory resolutions.
- Analyze guest service metrics and report on performance trends to management.
- Identify opportunities to enhance guest satisfaction, loyalty, and repeat business.
- Stay current with industry trends and best practices in hospitality guest relations.
- Bachelor's degree in Hospitality Management, Tourism, Business Administration, or a related discipline.
- Minimum of 6 years of progressive experience in guest services or front office management within the hospitality sector.
- Demonstrated success in leading and managing teams, preferably in a remote or distributed setting.
- Exceptional understanding of hotel operations and customer service best practices.
- Strong analytical and problem-solving skills, with the ability to handle complex guest issues.
- Excellent interpersonal and communication skills, with a high degree of professionalism.
- Proficiency in hotel management software (PMS) and customer relationship management (CRM) systems.
- Ability to work flexible hours and manage multiple priorities effectively.
- A passion for creating memorable guest experiences.
- Fluency in English is essential; additional languages are a plus.
This advertiser has chosen not to accept applicants from your region.
4
Senior Operations Director - Remote Guest Services
20200 Kapsuser
KES1200000 Annually
WhatJobs
Posted 17 days ago
Job Viewed
Job Description
Our client, a leading name in the Hospitality & Tourism sector, is seeking an experienced and visionary Senior Operations Director to lead their remote Guest Services division. This pivotal role will shape and manage the end-to-end guest experience for a global clientele, leveraging technology and innovative service delivery models. The ideal candidate will have a distinguished background in hospitality management, customer service operations, and a proven ability to build and lead high-performing, geographically dispersed teams. You will be responsible for establishing and maintaining exceptional service standards, implementing operational efficiencies, and driving guest satisfaction across all touchpoints. Key responsibilities include developing service protocols, managing customer feedback systems, and ensuring seamless communication and resolution of guest inquiries and issues. You will also oversee the training and development of remote guest relations staff, fostering a culture of excellence and proactive service. This role requires a strategic thinker with a strong understanding of the hospitality landscape, emerging service technologies, and customer relationship management. The ability to analyze service data, identify trends, and implement data-driven improvements is essential. You will collaborate closely with various departments, including marketing, technology, and operational teams, to ensure a cohesive and superior guest journey. This is a unique opportunity to significantly impact the guest experience within a thriving hospitality group, all while enjoying the ultimate flexibility of a fully remote work arrangement. Your leadership will be instrumental in setting new benchmarks for remote hospitality service delivery.This position is fully remote, focused on delivering exceptional guest services and managing operations for the Hospitality & Tourism sector, with strategic impact on global operations and client support originating from regions like Kericho, Kericho, KE.
Key Responsibilities:
Key Responsibilities:
- Develop and implement strategies for superior remote guest services.
- Oversee the daily operations of the remote guest relations team.
- Establish and maintain high service standards and operational protocols.
- Manage guest feedback mechanisms and implement service improvement initiatives.
- Lead and mentor a global, remote team of guest service professionals.
- Ensure seamless communication and effective issue resolution for guests.
- Collaborate with cross-functional teams to enhance the overall guest experience.
- Analyze service metrics and provide data-driven insights for operational enhancements.
- Drive innovation in service delivery through technology adoption and process improvement.
- Develop and deliver comprehensive training programs for remote staff.
- Manage operational budgets and resources effectively.
- Bachelor's degree in Hospitality Management, Business Administration, or a related field; Master's degree preferred.
- Minimum of 10 years of progressive experience in hospitality operations and customer service management.
- Demonstrated success in leading and managing large, remote customer service or operations teams.
- Strong understanding of the hospitality and tourism industry, including current trends and technologies.
- Exceptional leadership, interpersonal, and communication skills.
- Proven ability to drive operational excellence and enhance guest satisfaction.
- Experience with CRM systems, service management software, and communication platforms.
- Strategic thinking and problem-solving capabilities.
- Ability to manage complex projects and adapt to changing business needs in a remote environment.
- Commitment to fostering a positive and high-performing team culture.
- Experience in luxury hospitality is a significant plus.
This advertiser has chosen not to accept applicants from your region.
5
Senior Operations Manager (Remote Guest Services)
00100 Abothuguchi West
KES270000 Annually
WhatJobs
Posted 17 days ago
Job Viewed
Job Description
Our client, a leading player in the hospitality sector, is seeking an experienced Senior Operations Manager to lead their remote Guest Services team. This is a unique opportunity for a seasoned professional to manage and optimize guest experience operations from anywhere, ensuring exceptional service delivery. You will be responsible for setting operational standards, managing a distributed team, and implementing strategies to enhance guest satisfaction and loyalty.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Oversee the daily operations of the remote Guest Services department, ensuring high standards of service delivery.
- Develop and implement policies and procedures to improve guest experience and operational efficiency.
- Manage, train, and mentor a team of remote guest service representatives and supervisors.
- Monitor key performance indicators (KPIs) such as guest satisfaction scores, response times, and resolution rates.
- Analyze guest feedback and operational data to identify trends and areas for improvement.
- Implement and manage customer relationship management (CRM) systems and other relevant technologies.
- Ensure seamless communication and coordination between the Guest Services team and other departments.
- Develop and manage the operational budget for the Guest Services department.
- Drive continuous improvement initiatives to enhance service quality and operational effectiveness.
- Handle escalated guest issues and complaints, ensuring swift and satisfactory resolution.
- Stay abreast of industry best practices in hospitality and remote customer service management.
Qualifications:
- Bachelor's degree in Hospitality Management, Business Administration, or a related field.
- Minimum of 6 years of progressive experience in hospitality operations, with at least 3 years in a management role.
- Proven experience in managing remote teams and operations.
- Strong understanding of customer service principles and best practices in the hospitality industry.
- Excellent leadership, communication, and interpersonal skills.
- Proficiency in using CRM software and other relevant operational management tools.
- Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.
- Ability to manage multiple priorities and thrive in a fast-paced, remote environment.
- Experience in budget management and financial oversight.
- Knowledge of relevant hospitality regulations and standards.
This advertiser has chosen not to accept applicants from your region.
Be The First To Know
About the latest Fairmont hotels resorts Jobs in Kenya !
6
Senior Remote Hotel Operations & Guest Services Director
40100 Kisumu
KES260000 Annually
WhatJobs
Posted 16 days ago
Job Viewed
Job Description
Our client, a premier hospitality group, is looking for an accomplished Senior Remote Hotel Operations & Guest Services Director to lead its remote operational initiatives. This is a pivotal fully remote role requiring extensive experience in hotel management, a passion for exceptional guest service, and the ability to drive operational excellence from a distance. You will be responsible for overseeing the strategic direction of hotel operations, ensuring seamless guest experiences, and maximizing revenue while maintaining high standards of quality and efficiency. The ideal candidate will have a deep understanding of front-of-house and back-of-house operations, staff management, and financial oversight. This position offers a unique opportunity to influence and manage hotel operations remotely.
Responsibilities:
Responsibilities:
- Develop and implement operational strategies to enhance guest satisfaction and loyalty.
- Oversee day-to-day hotel operations, including front desk, housekeeping, F&B, and maintenance, ensuring efficiency and quality.
- Manage and mentor remote hotel management teams, fostering a culture of excellence.
- Ensure adherence to brand standards, service protocols, and operational procedures.
- Monitor financial performance, including budgeting, forecasting, and cost control.
- Identify opportunities for revenue generation and service innovation.
- Handle escalated guest concerns and ensure prompt, satisfactory resolutions.
- Collaborate with sales and marketing teams to drive occupancy and revenue.
- Implement and oversee preventative maintenance programs.
- Ensure compliance with health, safety, and security regulations.
- Analyze operational data and implement improvements based on findings.
- Develop and deliver training programs for hotel staff on service standards and operational procedures.
- Conduct regular remote property inspections and performance reviews.
- Stay abreast of industry trends and best practices in hotel management.
- Lead initiatives aimed at improving operational efficiency and profitability.
- Bachelor's degree in Hospitality Management, Business Administration, or a related field.
- Minimum of 10 years of progressive experience in hotel operations management, with at least 5 years in a senior leadership role.
- Proven track record of successfully managing hotel operations and delivering exceptional guest experiences.
- Strong understanding of hotel financial statements, P&L, and budgeting.
- Excellent leadership, communication, and interpersonal skills.
- Demonstrated ability to manage remote teams and drive performance.
- Proficiency in property management systems (PMS) and other hotel software.
- Strong problem-solving and decision-making abilities.
- Ability to work independently and manage multiple priorities in a dynamic remote environment.
- Passion for hospitality and a commitment to service excellence.
This advertiser has chosen not to accept applicants from your region.
7
Head of Remote Guest Experience & Digital Services
20100 Mwembe
KES150000 Monthly
WhatJobs
Posted 17 days ago
Job Viewed
Job Description
Our client, a prestigious and expanding hospitality group, is searching for an innovative Head of Remote Guest Experience & Digital Services. This position is entirely remote, allowing you to shape exceptional guest journeys from anywhere in the world. You will be responsible for conceptualizing, developing, and implementing a comprehensive strategy to elevate the guest experience through digital channels and remote support. This includes overseeing the online booking process, virtual concierge services, in-room digital solutions, and post-stay engagement. You will lead a team of remote customer service professionals and digital strategists, ensuring consistent delivery of high-quality service that aligns with our client's brand standards. Key responsibilities include analyzing guest feedback, identifying trends, and proactively implementing improvements to enhance satisfaction and loyalty. You will explore and integrate emerging technologies to create seamless and personalized guest interactions, from pre-arrival to post-departure. This role demands a visionary leader with a profound understanding of the hospitality industry, combined with expertise in digital transformation, customer relationship management (CRM), and user experience (UX) design. You will work closely with marketing, operations, and IT departments to ensure all digital initiatives are integrated and effective. A Bachelor's degree in Hospitality Management, Business Administration, Marketing, or a related field is required. A Master's degree is a plus. A minimum of 8 years of progressive experience in the hospitality sector, with at least 5 years in a leadership role focused on guest services, digital strategy, or customer experience management, is essential. Proven experience in managing remote teams and implementing successful digital guest engagement programs is crucial. Exceptional leadership, communication, analytical, and strategic thinking skills are a must. If you are passionate about creating unforgettable guest experiences and are a master of digital innovation in the hospitality space, this remote opportunity is for you. Join our client and redefine what exceptional remote guest service looks like in the modern travel landscape.
This advertiser has chosen not to accept applicants from your region.
8
Director of Remote Guest Experience & Digital Concierge Services
30600 Tuwan
KES180000 Annually
WhatJobs
Posted 14 days ago
Job Viewed
Job Description
Our client, a pioneer in the hospitality and tourism sector, is seeking a visionary Director of Remote Guest Experience & Digital Concierge Services to lead their entirely remote guest engagement initiatives. This executive-level position will be instrumental in defining and delivering exceptional digital guest experiences that transcend traditional hotel services. You will be responsible for conceptualizing, developing, and implementing innovative digital solutions and strategies to enhance guest satisfaction, loyalty, and operational efficiency. This role requires a deep understanding of the hospitality landscape, combined with a forward-thinking approach to leveraging technology for personalized guest journeys.
Key responsibilities include:
Key responsibilities include:
- Developing and executing a comprehensive remote guest experience strategy that integrates digital touchpoints throughout the guest journey.
- Leading the design and implementation of a state-of-the-art digital concierge platform, offering personalized recommendations, booking assistance, and real-time support.
- Establishing and managing a high-performing remote guest services team, ensuring exceptional service delivery and adherence to brand standards.
- Leveraging data analytics and guest feedback to continuously improve service offerings and personalize guest interactions.
- Collaborating with technology partners to explore and integrate emerging technologies (AI, chatbots, VR/AR) into the guest experience.
- Developing and managing the budget for remote guest experience operations and digital platforms.
- Creating innovative service offerings that cater to the evolving needs and preferences of modern travelers.
- Ensuring seamless communication and coordination between the remote guest services team and on-site operational teams.
- Training and empowering the remote team to deliver proactive, empathetic, and efficient guest support.
- Championing a culture of service excellence and innovation across the organization, remotely influencing on-site operations.
This advertiser has chosen not to accept applicants from your region.
9