Front Office Supervisor

Nestled in the heart of Nairobi since 1904, Fairmont The Norfolk is one of the city’s most iconic landmarks, where timeless elegance meets modern luxury. Set within serene tropical gardens, the hotel features 125 beautifully appointed rooms and suites designed to offer exceptional comfort while preserving its rich heritage. Over the decades, it has welcomed distinguished guests, global leaders, and travelers seeking refined hospitality in a setting that reflects Nairobi’s vibrant history. With award-winning dining, a heated outdoor pool, wellness facilities, and curated local experiences, the hotel offers guests both relaxation and a gateway to explore the city’s culture and nearby attractions. Committed to sustainability and excellence, Fairmont The Norfolk continues to blend historic charm with contemporary sophistication, creating memorable experiences for generations of visitors.

The Front Office Supervisor provides operational support for the Reception and the Business Centre in the daily operational duties for these areas, assisting the Front Office Manager, by supervising daily operational tasks, ensuring a seamless experience for the guest in the respective areas.

Key Responsibilities

• Reporting to the Assistant Front Office Manager, responsibilities and essential job functions include but are not limited to the following:
• Consistently offers professional, engaging and friendly service
• Ensures that all Front Office colleagues are familiar and updated with the hotel’s products and services
• Establishes a rapport with guests and maintains good customer relationships
• Works in full cooperation with other departments to make sure the guest is of the utmost priority
• Ensures the safe running of the hotel
• Reviews the arrival report and VIP’s to ensure all special requirements are met or exceeded
• Suggesting and attending regular training on updated topics and respective skill set as required by the team
• Communicate and liaise effectively with other leaders in the department and hotel
• Achieves and creates an environment that allows colleagues to achieve job fulfilment and a clear growth path for career development with Fairmont Hotels and Resorts
• Execute all tasks related to financial activities, adhering to the laid-down policy and procedures and ensuring accuracy in maintaining the records
• Maximise our brand by promoting our upsell programs 

• Degree or diploma (preferred in Hospitality and/or Tourism Management)
• Previous experience is an asset
• Excellent team leading skills and team management skills
• Fluent and confident in English, additional National and International language is an asset

Skills & Attributes

• Excellent written and verbal communication, interpersonal and leadership qualities
• Strong guest service orientation and training skills background preferred
• Maintains professional and pleasant body language at all times
• Highly organized with strong attention to detail

Physical Aspects of Position:

• Constant standing and walking throughout shift