Latest Customer Service Jobs In Kenya

Guest Experience Officer – Naturalist At Fairmont Hotels & Resorts – APPLY NOW

  • Job TypeFull Time
  • QualificationBA/BSc/HND
  • Experience4 years
  • LocationNairobi
  • Job FieldCustomer Care 

Job Description

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.


  • 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

Method of Application

Interested and qualified? Go to Fairmont Hotels & Resorts on to apply

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