Client Experience Executive (Luxury Hospitality & Concierge Services)

Location: Nairobi, Kenya (On-site)

Employment Type: Full-time

Deliver exceptional experiences. Build a rewarding career.

At Abercrombie Services, we believe exceptional service creates lasting relationships. We are looking for an experienced hospitality professional who thrives on exceeding expectations and delivering world-class customer experiences.

If you have built your career in luxury hotels, premium hospitality, guest relations, concierge services, executive lounges, travel, or high-end customer service, we'd love to hear from you.

This is more than a customer service role—it's an opportunity to become the trusted point of contact for discerning clients while helping shape an exceptional service culture.

What You'll Do

• Deliver outstanding client experiences across every interaction.
• Build strong relationships with clients through professionalism, empathy, and attention to detail.
• Respond promptly to client enquiries by phone, email, and in person.
• Coordinate client requests and ensure seamless service delivery.
• Resolve issues quickly while maintaining exceptional customer satisfaction.
• Work closely with internal teams to ensure promises are delivered.
• Maintain accurate records using CRM and internal systems.
• Identify opportunities to improve our customer journey and service standards.
• Consistently uphold the highest levels of professionalism and confidentiality.

We're Looking For Someone Who Has

• Degree or Diploma in Hospitality Management, Tourism, Business or a related field.
• 5–7 years' experience in Hospitality Management, Guest Relations, Concierge Services, Front Office, Client Experience, or another premium customer-facing environment.
• Experience serving discerning or high-net-worth clients is highly desirable.
• Exceptional verbal and written communication skills.
• Outstanding interpersonal and relationship-building abilities.
• Excellent problem-solving skills with calmness under pressure.
• Strong organisational and time-management skills.
• High attention to detail and pride in delivering excellence.
• Self-motivated with minimal supervision.
• Comfortable using CRM systems and Microsoft Office applications.
• A genuine passion for hospitality and creating memorable customer experiences.

What You'll Love About This Role

• Work with a growing, service-focused organisation.
• Opportunity to shape memorable client experiences.
• Career growth and continuous learning.
• Collaborative and supportive team environment.
• Exposure to premium clientele and challenging, rewarding work.

We Value People Who

• Take ownership.
• Communicate with warmth and professionalism.
• Think ahead.
• Solve problems before they become complaints.
• Care deeply about delivering exceptional service.

If you're passionate about hospitality and believe every client interaction should leave a lasting positive impression, we'd love to hear from you.

How to Apply

Applications are accepted exclusively through the following application form:

https://tally.so/r/2EoYgL

Please note that applications submitted through LinkedIn Easy Apply will not be considered.

One final question before you apply...

There are no right or wrong answers. We simply want to understand how you think and how you approach service.

Remember: NO ANSWER IS INCORRECT.