Auditor

Company Overview

White Glove Consultancy is a Nairobi-headquartered advisory firm focused on luxury hospitality across Kenya and the wider East African market. Its work centers on mystery audits, service reviews, operational assessments, guest experience planning, brand and service consistency, and consulting for performance improvement.

The company works with hospitality businesses that treat excellence as a measurable standard that must be delivered consistently. Its approach values accuracy, accountability, and service systems that can be sustained over time to improve reputation, strengthen guest loyalty, and support long-term commercial results.

Role Summary

This is a full-time, on-site Auditor position based in Nairobi County, Kenya. The selected candidate will carry out mystery audits and service evaluations at luxury hospitality properties, applying structured checklists and assessment tools to review service delivery, operational quality, and alignment with brand expectations.

The role includes examining guest journey touchpoints, spotting gaps in performance, drafting detailed reports with practical improvement recommendations, and working with client teams to explain findings and support the rollout of service standards. The Auditor will also keep precise records, protect confidentiality, and contribute observations to consulting projects centered on service excellence.

Key Responsibilities

• Perform mystery audits and service assessments across luxury hospitality properties.
• Use standardized tools and checklists to evaluate service quality, operating procedures, and brand alignment.
• Review guest experience touchpoints and identify areas where performance falls short.
• Prepare clear, detailed reports with actionable recommendations for improvement.
• Discuss findings with client teams and help support the implementation of service standards.
• Monitor progress over time and contribute insights to consulting assignments.
• Maintain accurate documentation and handle sensitive information with confidentiality.

Qualifications and Requirements

• Strong ability to analyze situations and observe details, especially in relation to service quality, operational processes, and standards compliance.
• Excellent written and spoken communication skills, with the ability to produce concise reports and share findings with stakeholders.
• Good understanding of hospitality operations, guest experience principles, and brand standards; experience in hotels, resorts, or luxury service settings is beneficial.
• High standards of professionalism, integrity, and discretion when managing confidential client information and audit outcomes.
• Willingness and ability to work on-site across multiple locations within Nairobi County, manage time well, and adapt to varied hospitality environments.
• Comfort using common office applications such as word processing, spreadsheets, and presentation software, as well as digital audit or survey tools.
• An academic background in Hospitality Management, Business, or a related discipline is preferred; auditing or quality assurance certifications are an added advantage.
• Strong people skills and the ability to build constructive working relationships with client teams while keeping an independent audit perspective.

Additional Information

This is a full-time onsite role in Nairobi County, Kenya. No stipend or salary amount was provided in the source information. The opening count was not specified.

Applicants should be able to work across different hospitality locations within Nairobi County and maintain professionalism, confidentiality, and an independent viewpoint throughout the audit process.