Customer Experience Strategist Job Vacancy in Machakos, Kenya – Hospitality and Tourism

Job Description

Position: Customer Experience Strategist

Company: Sarova Hotels

Location: Machakos, Kenya

Experience: 5+ years

Education: Bachelor’s Degree in Hospitality Management or Business Administration

Employment Type: Full-time

Industry: Hospitality and Tourism

Department: Guest Relations and Marketing

Vacancies: 1

Company Overview

Sarova Hotels is a premier hospitality group in East Africa, dedicated to providing world-class service and authentic African experiences. As a leader in the tourism sector, we manage a diverse portfolio of luxury lodges, safari camps, and city hotels. Our mission is to create unforgettable memories for every guest through personalized service and cultural immersion. We are currently expanding our footprint and looking for top-tier talent to join our growing team. If you are looking for career opportunities in Kenya within a prestigious hospitality brand, Sarova Hotels offers a dynamic and rewarding environment. We pride ourselves on our commitment to excellence, sustainability, and the empowerment of local communities across the region.

Job Overview

The Customer Experience Strategist will play a pivotal role in shaping the guest journey at our Machakos properties. This role is not just about managing feedback; it is about proactively designing touchpoints that exceed expectations. You will analyze guest data, monitor market trends, and implement innovative service standards that differentiate our brand in a competitive landscape. This is a high-impact position that requires a blend of analytical thinking and creative problem-solving. For those seeking employment in Kenya within the luxury service sector, this role offers unparalleled exposure to international hospitality standards. You can learn more about our vision at https://kenyajabsearch.com.

Key Responsibilities

• Design and implement comprehensive guest journey maps to identify service gaps.
• Analyze guest satisfaction metrics and Net Promoter Scores (NPS) to drive operational improvements.
• Collaborate with front-of-house and housekeeping teams to ensure consistent service delivery.
• Develop personalized guest recognition programs for frequent travelers and VIPs.
• Monitor online reputation and manage digital feedback across various travel platforms.
• Conduct regular service audits to ensure compliance with international luxury standards.

Required Skills

• Advanced proficiency in data analysis and customer relationship management (CRM) software.
• Exceptional verbal and written communication skills in English and Swahili.
• Strong project management abilities with a focus on service design.
• Deep understanding of luxury hospitality trends and consumer behavior.
• Ability to lead cross-functional teams in a fast-paced environment.

Education

A minimum of a Bachelor’s degree in Hospitality Management, Tourism Management, Business Administration, or a related field is required. Professional certifications in Customer Experience (CX) or Service Design are highly advantageous.

Experience

Candidates must possess at least five years of experience in a senior guest relations or service management role within a 4-star or 5-star hotel environment. Proven experience in implementing service improvement strategies and managing digital reputation is essential. We are looking for professionals who have demonstrated success in driving customer loyalty and increasing repeat business.

Benefits

• Competitive salary package commensurate with experience.
• Comprehensive health and wellness insurance coverage.
• Opportunities for international training and professional development.
• Performance-based annual bonuses.
• Subsidized meals and accommodation during duty shifts.

Training

Sarova Hotels is committed to continuous learning. Successful candidates will undergo intensive brand immersion training and advanced service excellence workshops. We also provide access to global hospitality certification programs to ensure our staff remains at the forefront of the industry. Explore more job vacancy in Kenya through our partner networks like https://ethiopiajobssearch.com/.

Working Environment

The working environment is vibrant, professional, and highly interactive. You will work closely with various departments to ensure seamless operations. While the role is based in Machakos, you will have frequent interaction with international guests and corporate stakeholders. We foster a culture of respect, inclusivity, and high performance, making it an ideal place for ambitious professionals seeking hiring in Kenya.

Application Process

Interested candidates should submit their updated CV and a cover letter detailing their relevant experience through our official recruitment portal. Please ensure all documents are in PDF format. For more information on various career paths, visit https://cameroonjobsearch.com/job-vacancy-in-cameroon/.

Equal Opportunity Statement

Sarova Hotels is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment is decided on the basis of qualifications, merit, and business needs, without regard to race, religion, color, national origin, gender, sexual orientation, age, or disability status. We encourage all qualified applicants to apply for this job vacancy in Kenya.