Guest Experience Officer - Naturalist at Fairmont Hotels & Resorts

Job Description

Reporting to the Head of Conservancy, the responsibilities and essential job functions include but are not limited to the following:

• Take a lead in organizing guests experiences not limited to guided vehicle, bike rides, walking safaris.
• Spearhead the guest experiences strategy team and guest experience providing activities around the conservancy
• Take a lead in designing new activity ideas and assist in the future development of camp activities, as well as other programs that build on engagement within the conservancy for guests
• Assist in contacting guests before their arrival to ensure smooth delivery of guided experiences and itinerary, work closely with hotel to ensure service experience remains unmatched.
• Lead, mentor, and coach the Guides, Activities and Excursion teams in the hotel and the conservancy.
• Share the history and culture the conservancy and their environs enthusiastically.
• Selling, booking and updating guided experiences and activities.
• Be responsible for a positive, safe and memorable experience for each and every guest.
• Prepare and update a checklist for animals, plants, and birds at the Conservancy and its environs to enrich guest experiences.
• Prepare accurate animal stories/information to promote guest experiences and engagement
• Participate in fundraising for the Conservancy activities and goals
• Review all online and printed marketing material and provide updates to marketing team as required.
• Design a unique photo centre and information center
• Organize annual photo competition with awards to be won
• Social Media activation space to attract traffic to our pages and create repeat business
• Create activities focused on community integration in all our operations to enrich guest experiences
• Assist in the set-up for all facilitated activities and execute clean-up duties upon completion of program, including cleaning and sanitizing of spaces and objects, before, during, and after the facilities open / activity ends
• Carry out all other tasks as assigned by the Head of Conservancy
• Follow department policies, procedures and service standards.
• Follow all safety policies.
• Other duties as assigned.

Qualifications

• Valid Driver’s License and clean driving history
• Minimum 4 years leadership experience working in a high-volume, fast-paced recreational / guiding environment
• Excellent work organization – ability to solve problems and respond to changing conditions or unexpected events
• Positive, outgoing and professional attitude with a passion for National Parks and Kenyan Destinations
• Graduate of an Outdoor Recreation/ Ecotourism or Tourism program an asset