Rebecca Wangeci

I lead front office and guest relations with a strong focus on luxury guest services, operational excellence, and team empowerment. I’m dedicated to strategic leadership that drives guest loyalty and colleague satisfaction.

At Fairmont The Norfolk, Nairobi, I supervise front desk agents to deliver efficient check-in and check-out. I manage the ACCOR loyalty membership program and oversee 50+ guest check-ins daily with zero errors, using feedback to resolve inquiries and complaints within 24 hours and follow up with the AFOM or FOM.

I’ve increased guest satisfaction by implementing a personalized guest service system that leads to positive reviews. I also train and mentor new front desk staff on hotel standards and policies, ensuring consistent, high-quality service across guest touchpoints.

I collaborate closely with housekeeping and concierge teams to deliver exemplary service for VIPs, and I handle guest requests with a pleasant, professional, and accommodating approach. Previously, as a Front Office Agent and Reservations Agent, I supported guest experiences end-to-end—from itinerary planning and VIP amenities to reservations management, upselling, and payment processing.