3,313 Guest Experience jobs in Kenya

Job Description
PRIMARY PURPOSE
The Guest Experience team is a high touch guest centric team, dedicated to exceptional guest engagement throughout the guests' journey. From daily support prior to arrival until their day of departure, you will assist in additions/amendments to guests stay and any last-minute changes they encounter. The core purpose of this position is to drive open proactive communication and bespoke service delivery by providing operational excellence to the Wilderness guest.

• This position is based in Nairobi, Kenya

Detailed Responsibilities

• General
• Create seamless service delivery through regular correspondence with guests and agents during travel. Delighting them with high attention while focusing on the intricacies of the guest's journey.
• Maintain effective communication with all journey stakeholders to ensure a smooth & friendly service delivery whilst ensuring all requirements are communicated effectively and efficiently.
• Deal promptly and efficiently with any queries and resolve guest queries during travel.
• Operating according to and in compliance with – WS standards of operations, company policies and procedures, and WS code of conduct.
• Offer highly personalised guest touch-points which generate significant real and perceived value through strong relationships with trade partners.
• Have extensive knowledge of all regions we package, attending all training sessions and site inspections where necessary.
• Analyse guest feedback and provide solutions to ensure continuous improvement towards guest satisfaction and thus positively impacting future travel.
• Pre-Travel
• Send a welcome introduction to all guests out of country prior to their international flight into Africa.
• Proactive communication with the guest using a WhatsApp/email (text-based platform) to maintain effective communication and introduction of their support team including EAH services.
• In collaboration with the Reservations team, use the guest information on the WW, updating the CRM database where necessary, upholding POPI & GDPR compliance from guests.
• Acquiring final flight schedules and monitoring for any last minute tracking changes. Updating if any land arrangements are affected by delays or additional services added.
• Looking for opportunities to enhance itineraries pre-trip, working closely with Guest Ops & AP supplier offerings.
• Ensure guests have the latest updated travel regulations/itinerary changes from the reservations team prior to departure, should any changes happen during travel, work on corrective updates to ensure seamless changes on the ground.
• Ensure advance reconfirmation of services 3 days prior to guests' departure. Ensuring all booking information has been received from the Operations team and is in order with all suppliers.
• During Travel
• Resolve and action all issues during travel ensuring constant communication with the internal stakeholders providing support, offering solutions to guests quickly and efficiently, with the focus of enabling Wilderness to offer an elevated guest experience at each touch point of the trip. For all cost changes work closely with the Reservations teams to keep the booking updated and they will then update the agents where necessary.
• Updating EAH for any after-hours service requirements (evening and weekends)
• Acting as a conduit to ensure the updated guest information/feedback is collected and shared with all relevant parties (WS & DMC offering).
• Using all opportunities to "Surprise and delight" guests through extra care and attention to detail.
• Constant monitoring of flight schedules/tracking for up-to-date connections.
• Working closely with M&G teams, Tours and transfer guides with guests arrival/departure details or any guest itinerary changes.
• Encourage the use of Social Media posts during the guest's trip and tagging Wilderness where possible.
• Work closely with the Wilderness24 incident management team should one of your guests be negatively impacted by an event/issue. Flag and raise any concern around a hazard or incident raised by the guest and not reported elsewhere with Wilderness24. Follow the W24 procedures and be available where necessary once incidents are at play.
• Flag and raise any concern around a complaint raised by the guest to the relevant Reservations Manager, Sales Managers, EAH and Travel Analyst teams.
• Post Travel
• Ensure guest profile information / Feedback is accurately captured and updated in all relevant systems in line with POPI and GDPR compliance.
• Any/All Feedback to be relayed to the necessary stakeholders within the business i.e. Country Operations, Reservations, Sales, Travel Analysts, and Owned Agencies.
• Handover of any action items to Reservations to engage with Trade partners

CANDIDATE PROFILE
Qualification

• Tertiary certificate in Travel & Tourism/hospitality.

Experience

• 3-5 years' experience at a Senior level in Reservations.
• Experience in handling customer relationships and developing & promoting product and services in the inbound travel industry.
• Computer Literate (Microsoft Office, email, Internet)
• Proven English literacy.
• Working knowledge of TourPlan and WISH or similar booking/operating system.
• General destination knowledge on Southern & East Africa.
• Personal and work travel experience in Southern and East Africa.
• Problem solver and good with guest interaction
• Excellent attention to detail.

Skills
Skills:

• Excellent communication skills both written and oral, in English.
• Foreign language skills advantageous
• Ability to multitask and ensure good time-management
• Aptitude in resolving problems with a customer-based approach

Interests
A passion for wildlife and a commitment to sustainability and conservation.

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• Developing and executing a comprehensive guest experience strategy aligned with the company's brand values and objectives.
• Analyzing guest feedback, online reviews, and satisfaction data to identify areas for improvement and innovation.
• Designing and implementing service standards, protocols, and training programs for guest-facing teams.
• Leading remote teams in delivering exceptional service across all guest touchpoints.
• Collaborating with marketing, operations, and product development teams to ensure a cohesive guest journey.
• Managing online reputation and addressing guest concerns with empathy and efficiency.
• Identifying emerging trends in the hospitality industry and recommending new service offerings.
• Developing and managing the budget for guest experience initiatives.
• Implementing loyalty programs and initiatives to foster repeat business and positive word-of-mouth.
• Mentoring and coaching team members to foster a culture of service excellence.

• Bachelor's degree in Hospitality Management, Tourism, Business Administration, or a related field. A Master's degree is a plus.
• Minimum of 10 years of progressive experience in the hospitality and tourism industry, with at least 5 years in a senior leadership role focused on guest experience or customer relations.
• Demonstrated success in developing and implementing successful guest experience strategies.
• Expertise in service recovery, customer relationship management (CRM) systems, and data analysis.
• Exceptional leadership, communication, and interpersonal skills, with the ability to inspire and motivate remote teams.
• Strong understanding of digital marketing and online reputation management.
• Proven ability to think creatively and drive innovation in service delivery.
• Proficiency in managing budgets and performance metrics.
• Adaptability and resilience in a dynamic, remote work setting.

• Develop and implement cutting-edge guest experience strategies.
• Analyze guest feedback and identify areas for improvement.
• Design and optimize guest journeys across all touchpoints.
• Create and deliver training programs for hospitality staff.
• Establish and maintain high service standards.
• Leverage technology for personalization and service enhancement.
• Monitor and manage online reputation and social media engagement.
• Collaborate with various departments to ensure seamless service delivery.
• Drive innovation in guest service and satisfaction.
• Report on key performance indicators related to guest experience.

• Bachelor's degree in Hospitality Management, Business Administration, or a related field.
• Minimum of 7 years of experience in hospitality, with a focus on guest experience or customer service management.
• Proven success in developing and implementing guest satisfaction strategies.
• Strong understanding of the tourism and hotel industry.
• Excellent analytical and problem-solving skills.
• Exceptional communication, interpersonal, and leadership abilities.
• Proficiency in guest feedback platforms and CRM systems.
• Ability to work independently and manage projects effectively in a remote environment.
• Creative thinker with a passion for exceeding customer expectations.
• Demonstrated ability to influence cross-functional teams.

We are pleased to announce an exciting opportunity to join our team as guest experience and operations coordinator for our serviced and furnished apartment. We are seeking a dynamic, detail-oriented, and proactive individual to ensure the seamless operation and impeccable standard of our properties.

Key Responsibilities:

You will play a pivotal role in maintaining and elevating the quality of our services. Your duties will include:

1. Front office duties:

2. Process guest check-ins and check-outs.

3. Handle all resident inquiries, requests, and complaints.
4. Manage phone, email, and front desk communications.
5. Maintain daily logs (e.g., maintenance, incidents, messages).
6. Coordinate with housekeeping to prepare apartments for new arrivals.
7. Dispatch and track maintenance requests with the technical team and management
8. Access control
9. Enforce building rules and safety procedures.

2. Vendor Management:

Liaising with service providers (e.g., carpenters, plumbers, cleaners) to negotiate quotes, ensure cost-effectiveness, and maintain high-quality service delivery.

3. Inventory Management:

Conducting regular checks of all apartment units and supplies to ensure inventories are fully stocked, organized, and in perfect condition.

4. Housekeeping Coordination:

Working closely with the housekeeping supervisors to develop cleaning schedules, plan staff rotations, and conduct regular quality inspections to uphold impeccable cleanliness and presentation standards.

5. Quality Assurance:

Ensuring all apartments are updated and well-maintained by supervising work performed by vendors and conducting pre-arrival checks to guarantee they meet high-end standards.

6. Reporting:

Preparing detailed reports on the performance of housekeeping, maintenance, and vendor activities, including recommendations for improvements and identifying future maintenance or upgrade needs.

Ideal Candidate:

The perfect candidate will possess:

• A Diploma in business administration, hospitality Management or related field.
• Basic computer proficiency
• Proven experience (3 years and above) in front desk management and overall operations preferably within hospitality or real estate industry
• Strong negotiation and vendor management skills.
• Excellent organizational, communication, and leadership abilities.
• Ability to multitask, problem-solve, and work efficiently under pressure.
• Keen attention to detail and a commitment to excellence.
• Flexibility to work shifts and be on-call as required to support operational needs

If you are passionate about delivering exceptional guest experiences and thrive in a fast-paced setting, we would love to hear from you

• Develop and execute a comprehensive guest experience strategy to differentiate our client's offerings in the market.
• Design and implement innovative service standards and protocols across all guest touchpoints.
• Analyze guest feedback and operational data to identify areas for improvement and implement corrective actions.
• Lead and inspire cross-functional teams to deliver consistently exceptional guest experiences.
• Create and manage training programs focused on service excellence for staff.
• Monitor industry trends and best practices in hospitality and tourism to drive innovation.
• Develop and manage budgets related to guest experience initiatives.
• Foster a strong service-oriented culture throughout the organization.
• Collaborate with marketing and operations to ensure brand consistency and message alignment.
• Measure and report on key guest satisfaction metrics and their impact on business success.

• Bachelor's degree in Hospitality Management, Tourism, Business Administration, or a related field. Master's degree is a plus.
• Minimum of 8 years of experience in the hospitality or tourism industry, with at least 4 years in a senior leadership role focused on guest experience or operations.
• Proven track record of successfully implementing strategies that have significantly improved guest satisfaction and loyalty.
• Deep understanding of service design, customer journey mapping, and customer relationship management.
• Excellent leadership, communication, and interpersonal skills.
• Creative and innovative thinking with a passion for delivering memorable experiences.
• Strong analytical skills with the ability to interpret guest feedback and data.
• Experience in managing remote teams or working in a distributed environment is advantageous.
• Proficiency in hospitality management software and customer feedback platforms.
• A genuine passion for service excellence and guest satisfaction.

• Develop and implement strategies to enhance the overall guest experience across all touchpoints.
• Oversee the guest relations team, providing leadership, training, and performance management.
• Establish and maintain high service standards for all guest interactions.
• Monitor guest feedback through various channels (surveys, online reviews, direct communication) and implement improvements.
• Effectively manage and resolve guest complaints and issues, turning potentially negative experiences into positive outcomes.
• Collaborate with other departments (e.g., F&B, operations, marketing) to ensure seamless guest experiences.
• Design and execute personalized guest experiences and special programs.
• Train staff on service etiquette, communication skills, and problem-solving techniques.
• Analyze guest satisfaction data to identify trends and areas for improvement.
• Proactively anticipate guest needs and strive to exceed expectations.
• Develop and manage budgets related to guest experience initiatives.
• Stay updated on industry trends and best practices in guest service and hospitality management.

• Develop and implement strategies to elevate the overall guest experience.
• Analyze guest feedback, reviews, and surveys to identify areas for improvement.
• Collaborate with operational teams to ensure service standards are consistently met.
• Create and manage personalized guest engagement initiatives.
• Monitor and manage the online reputation of the establishment.
• Respond to guest inquiries and resolve complaints effectively and efficiently.
• Develop training materials and best practices for guest-facing teams.
• Stay abreast of industry trends and best practices in guest experience management.
• Utilize CRM and guest management systems to track guest preferences and interactions.
• Report on key guest experience metrics and insights to senior management.

• Bachelor's degree in Hospitality Management, Tourism, Business Administration, or a related field.
• Minimum of 5 years of experience in guest relations, customer service, or operations management within the luxury hospitality sector.
• Proven track record of enhancing guest satisfaction and loyalty.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency in CRM software and other guest management platforms.
• Ability to work independently and collaboratively in a remote setting.
• Strong understanding of luxury brand standards and guest expectations.
• Familiarity with online reputation management tools.