Guest Experience Manager - Segera Retreat

KENYA | FULL TIME

By Appointment Africa is proud to be the exclusive recruiter for Segera Retreat, a luxury eco-safari destination in Kenya.

As Guest Experience Manager, you will lead and mentor Heads of Departments across Housekeeping, F&B Service, Kitchen, Guiding, Retail, and Wellness. Your role is to elevate every guest’s journey by overseeing daily operations, hosting guests, and ensuring seamless team communication. Together with fellow Experience Managers, you'll create unforgettable, world-class guest experiences.

Location: Based in Nanyuki – Kenya

About Segera:

Segera Retreat is a private 50,000-acre wildlife conservancy and award-winning eco-safari retreat in Kenya, East Africa. Segera is a treasured haven for Kenya’s most celebrated wildlife species, where a holistic approach to wellness ensures a revitalizing and authentic safari experience for its guests. Segera is a Long Run Destination. Long Run Destinations are carefully selected by the ZEITZ foundation for their commitment to enacting the 4Cs - conservation, community, culture and commerce.

Position Overview:

The Guest Experience Managers at Segera play a vital role in enhancing the guest experience, embodying the essence of hospitality and service excellence. This position entails the hosting of guests and hosting team communication throw-out the day, this includes i.e. daily morning briefs, monitoring communication groups, encouraging hosting team meetings. The Guest Experience Managers ensure that each guest's stay is memorable by overseeing the day-to-day operations and maintaining the highest standards of guest service across these departments. Collaboration with other Experience Managers to ensure a seamless, exceptional guest experience is paramount.

The responsibility of overseeing and mentoring the front of house heads of departments (HoDs) of Housekeeping, F&B Service, F&B Kitchen, Guides/Drivers, Retail and Wellness.

Leadership and Supervision:

• Provide leadership, direction, and support to the heads of departments

• Monitor the performance of these departments, ensuring they meet and exceed operational standards and guest expectations. Facilitate regular meetings with department heads to review performance, guest feedback, and to plan ahead

Guest Experience Management:

• Oversee the delivery of exceptional guest experiences across all touchpoints

• Collaborate with other Experience Managers and departments to ensure a cohesive and holistic guest experience

• Handle guest complaints and feedback, ensuring swift resolution and that feedback is used constructively to improve service

Training and Development:

• Identify training needs and opportunities for staff development within the departments under supervision

• Oversee the implementation of training programs aimed at enhancing service standards and staff performance

• Mentor and coach department heads, fostering a culture of continuous improvement and excellence

Operational Excellence:

• Ensure all departments adhere to operational standards and policies, with a keen eye on quality, efficiency, and sustainability practices

• Oversee inventory management, ensuring resources are used effectively and that departments are well-equipped

• Collaborate with the management team to implement innovations and operational improvements

Communication and Collaboration:

• Serve as a key liaison between department heads and the management team

• Promote a culture of open communication, teamwork, and shared goals across all departments

• Participate in strategic planning and decision-making processes with the management team to improve overall service delivery and guest satisfaction

Qualifications and Skills:

• Proven experience in hospitality management, with a strong background in guest services and operations

• Excellent leadership and interpersonal skills, with the ability to mentor and motivate teams

• Strong problem-solving skills and the ability to handle complex situations with diplomacy and tact

• Exceptional communication skills, both written and verbal

• A commitment to providing outstanding guest experiences

• Knowledge of sustainable practices and a commitment to conservation is highly desirable

• Flexibility and adaptability to meet the changing needs and demands of the role

Commitment to Sustainability:

Segera is committed to conservation and sustainability. The Guest Experience Manager will play a vital role in promoting and implementing sustainable practices within their departments, contributing to the overall mission of Segera Conservancy.

Qualification:

• Degree or diploma in Hospitality, Tourism, or a related field.
• Minimum 6-8 year’s of experience in hospitality.
• Strong leadership and guest service skills, ideally in a luxury lodge or hotel.
• Excellent communication, problem-solving and organisational abilities.
• Comfortable working in remote environments and managing multiple departments.
• Passion for guest experience, sustainability and team development.

Segera is a founder member of the Long Run Destinations. For more information on the global network of Long Run Destinations and Segera Ltd visit www.thelongrun.com and www.segera.com

Ready to Take the Next Step?

Apply now and let us connect you with a role that aligns with your skills, experience, and career goals.