Head Concierge – Nanyuki

Job Description

About Our Hotel:

The iconic Fairmont Mount Kenya Safari Club is a remote luxury 5-star resort located in the Mount Kenya Wildlife Conservancy in Nanyuki, Kenya. The hotel is rooted in history and has evolved from the vision of its founding members in the early 1930’s as a hunting ground to a beautiful story today as a hotel within a conservancy. The organization plays a crucial role in its host community through conservation and sustainability initiatives. As part of the conservation work, the property has a goal to rehabilitate and release the antelope species called the “Mountain Bongo’s” who were heading towards extinction and hence continues to make historic strides for future generations.

Nestled in the lush foothills of Mount Kenya, it is strategically located on the Equator offering 100 luxury rooms and villas. The hotel features a prestigious main structure that reflects the 1950’s colonial architectural design with a luxury country club feel, complemented by independent quaint cottages, including William Holden’s original cottage which offers breathtaking views of the mountain.

The hotel guests can indulge in an array of exciting outdoor activities including animal orphanage visits, destination dining, bongo tracking, horse riding in the forest/conservancy, phenomenal breakfasts at the slopes of Mount Kenya, and open fire dinner concepts at the foothills of the Mountain. Moreover, the F&B offerings include an all-day dining restaurant, a fine dining grill restaurant, a bar, and banquets/wedding destinations.

Job Description:

Fairmont Mount Kenya Safari Club has been awarded Africa’s leading hotel in 2022 and 2023 by the World Travel Awards.

We are looking to grow our team and engage a highly motivated and passionate Head Concierge who will work closely with the team to drive and deliver on the Fairmont promise, turning moments into memories.

As Head Concierge you will supervise the activities of all drivers, doorman and porters by ensuring they adhere to the standards and procedures of Fairmont Mount Kenya Safari Club in a consistent manner.

• Handle guest/Travel Agents’ enquiries via email/phone call or face to face
• Take guest bookings for all experiences and logistics i.e. transfers, game drives, bike rides, nature walks e.t.c.
• Plan Concierge Section shifts ensuring adequate manning for both operations and activities.
• Assign activities to the respective guides, perform checks to ensure punctuality and proper service delivery.
• Ensure all guests taking part in activities that require the signing of disclaimers have done so.
• Engage guests from activities to get feedback. Act on feedback that requires attention immediately.
• Monitor activities logs to ensure proper scheduling.
• Ensure activities are charged appropriately
• Ensure guests wear the necessary PPEs for the various activities they engage in to minimize injuries.
• Report all accidents that occur during activities to the Clinician and Security, then update the occurrence in the Guest Experience Group.
• Ensure all heartists handling activities are presentable and appropriately geared for the task.
• Report all damages to activities equipment to the Rooms Divisons Manager; follow up to ensure they are fixed or replaced as fast as possible.
• Ensure all damages to equipment caused as a result of guest negligence are charged.
• Conduct weekly checks on all the activities equipment to ensure they are in optimal working condition.
• Coordinate with POMEC to ensure equipment that require repairs are worked on in a timely manner.
• With the guidance of the Stables Supervisor, coordinate with the respective service providers for the Stables like the Farrier, Feeds Supplier and Vet to ensure proper care of the horses is taken.
• Ensure items needed for activities like Water, Hair nets, Sodas, Fishing Hooks e.t.c are available
• Coordinate with Security/Tourist Police Officers to ensure Rangers are available for the activities that require their presence.
• Engage transport service providers when their services are needed and follow up to ensure they are paid.
• Submit Caddy Fee payment forms to the General Manager on a weekly basis for approval.
• Ensure revenue summaries for all activities are prepared by the Concierge Agents and submitted to the Front Desk Agent on duty.
• Go through the activities transactions journal counterchecking with the receipt book to ensure all previous day’s activities with a receipt are posted.
• Inspect all vehicles going on game drives and transfers for cleanliness and presentation

Qualifications:

• Previous experience in a luxury property in a similar role with 4 years experience
• Strong working knowledge of Opera and MS Office Applications
• Ability to prioritize and execute guest requests through strong organizational skills
• Ability to interact confidently with guests in a naturally friendly and engaging manner
• Proficiency in English where additional languages are an added advantage.
• Holds a valid driving licencse

Additional Information:

• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academies
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21
• Be part of creating the historic story of rehabilitating and releasing the rare Mountain Bongo that was heading toward extinction.
• Working with a hotel rich in history and known for exemplary services while growing your career
• Work and learn in a remote luxury property