Client Experience Executive – Luxury Hospitality

About the role

We are seeking a Client Experience Executive to lead luxury hospitality and concierge services in Nairobi. The role focuses on delivering world‑class experiences to discerning, high‑net‑worth guests and shaping a service‑driven culture.

Key responsibilities

• Deliver outstanding client experiences across all touch‑points, ensuring professionalism and empathy.
• Respond promptly to enquiries by phone, email and in person, coordinating requests for seamless service delivery.
• Resolve issues quickly while maintaining high satisfaction levels.
• Collaborate with internal teams to fulfil promises and uphold service standards.
• Maintain accurate client records using CRM and internal systems.
• Identify and propose improvements to the customer journey.
• Uphold confidentiality and the highest standards of professionalism.

Required profile

• Degree or Diploma in Hospitality Management, Tourism, Business or related field.
• 5–7 years of experience in hospitality management, guest relations, concierge services, front office or similar premium customer‑facing roles.
• Experience serving high‑net‑worth clients is highly desirable.
• Excellent verbal and written communication, interpersonal and problem‑solving abilities.
• Strong organisational, time‑management and attention‑to‑detail skills.
• Self‑motivated, able to work with minimal supervision.
• Passion for hospitality and creating memorable experiences.

Required skills

• Proficiency with CRM systems.
• Advanced use of Microsoft Office applications.

What we offer

• Opportunity to shape memorable client experiences in a growing service‑focused organisation.
• Competitive monthly salary range of KES 30,000 – 45,000.