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Job Summary
1. Guest Experience & Service Welcome guests on arrival with a warm, professional approach Conduct check-ins and check-outs efficiently Provide welcome drinks, lodge orientation, and itinerary briefings Act as the main contact for guests throughout their stay Anticipate guest needs and personalize service (e.g. dietary preferences, special occasions) 2. Guest Liaison & Communication Handle guest queries, requests, and complaints promptly Liaise between departments (housekeeping, kitchen, guiding team) Ensure all guest preferences are communicated and delivered Maintain daily guest reports and handovers 3. Reservations & Administration Assist with reservations, bookings, and room allocations Maintain accurate guest profiles and records Handle billing queries and ensure correct invoicing Work with PMS systems (e.g., Opera, NightsBridge, ResRequest) 4. Guest Activities & Coordination Coordinate guest activities (game drives, spa, excursions) Ensure smooth daily itineraries and timing Arrange special experiences (private dinners, celebrations) Brief guests on lodge schedules and safety guidelines 5. Brand Representation & Standards Uphold 5-star service standards and lodge image Ensure attention to detail in all guest-facing areas Build strong guest relationships to encourage repeat visits Handle VIP guests with discretion and professionalism ? Qualifications & Requirements Education Diploma or Degree in: Hospitality Management Tourism Management Hotel Management Experience 2–4 years experience in: Luxury lodges or 4/5-star hotels Front Office / Guest Relations roles Safari lodge experience is highly advantageous Skills & Competencies Excellent communication and interpersonal skills Strong problem-solving and conflict resolution ability High attention to detail Professional appearance and demeanor Ability to work long hours, weekends, and public holidays Multilingual (advantage, especially in international lodges) Technical Skills Property Management Systems (PMS) Microsoft Office (Word, Excel, Outlook) Reservation systems (e.g., NightsBridge, ResRequest) ? Personality Traits (Important in Lodges) Warm; friendly, and approachable Calm under pressure Passion for hospitality and nature Strong cultural awareness (international guests) Team player with a “nothing is too much trouble” attitude
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