Royal Service Agent

About Our Hotel

Step into the enchanting world of Fairmont Mount Kenya Safari Club, where every corner whispers a tale of love—love for people, for wildlife, and for the breathtaking environment that surrounds us. Originally founded as a celebration of love, this legendary destination continues to be a sanctuary for romance, conservation, and unforgettable experiences. Nestled within the renowned Mount Kenya Wildlife Conservancy, our hotel offers an extraordinary opportunity to immerse yourself in nature with our unique eco-safari adventures, all set within a landmark property that captures the very essence of Kenya's natural beauty.

Set against the awe-inspiring backdrop of Mount Kenya, Africa's second-highest peak, Fairmont Mount Kenya Safari Club is more than just a hotel—it's a haven where you can rejuvenate your spirit, indulge in exceptional culinary delights, and embark on safari experiences that are as unique as they are exhilarating. Whether you're exploring the untamed wilderness of Mount Kenya, or uncovering the rich heritage woven into the fabric of our hotel, every moment here is designed to help you reconnect with nature, with yourself, and with the world around you.

Conveniently located just a scenic 3-hour drive from Nairobi, Fairmont Mount Kenya Safari Club also offers the luxury of its own landing strip, just a quick 45-minute flight from Nairobi. Our prime, central position places you at the gateway to some of Kenya's most celebrated landscapes and conservation areas. From the pristine beauty of Ngare Ndare forests and waterfalls to the majestic Aberdares and the world-renowned sanctuaries of Ol Pejeta, Samburu, and Solio, our club provides unparalleled access to the heart of Kenya's natural wonders. At Fairmont Mount Kenya Safari Club, every experience is an invitation to discover, to fall in love, and to create memories that will last a lifetime

We are looking to grow our team and engage a highly motivated and passionate Royal Service Agent To deliver service excellence for our guests during moments of contact by offering a friendly, timely, uncomplicated response to any request. We are committed to problem-solving, ownership, guest satisfaction and team work and live to our mission of Turning Moments into Special memories for our guests.

• Handle all incoming calls, emails, and guest requests promptly and professionally, ensuring seamless coordination between departments.
• Anticipate and fulfill guest needs, providing customized recommendations and solutions to enhance their stay.
• Manage restaurant, spa, and other facility reservations, liaising with relevant departments for seamless service delivery.
• Maintain guest profiles, preferences, and special requests to create a tailored experience for repeat and VIP guests.
• Address guest concerns and complaints effectively, ensuring swift resolution and guest satisfaction.
• Coordinate with housekeeping, concierge, and room service teams to ensure timely delivery of guest services.
• Maintain up-to-date knowledge of hotel services, promotions, and local attractions to provide accurate information to guests.
• Process guest requests, record interactions in the system, and generate reports for management review.

• Diploma or degree in Hospitality, Tourism, or a related field.
• Minimum 2 years of experience in a similar role within a luxury hotel environment.
• Excellent interpersonal, and communication skills.
• Proficiency in hotel management systems (e.g., Opera).
• Strong multitasking, organizational, and problem-solving skills.
• High level of discretion and professionalism when handling sensitive guest information.
• A warm, engaging, and service-oriented personality.    
• Passion for hospitality and delivering outstanding guest experiences.
• The position requires flexibility in working hours, including weekends, holidays, and evenings, as per the operational needs of the hotel.

• 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
• 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 mgical luxury property