The Guest Liaison & Relations Manager is responsible for managing the full guest experience from reservation through to departure. This role is the face of the lodge and ensures every guest receives exceptional, personalised service throughout their stay.

The position combines guest relations, front-of-house operations, hospitality hosting, and administrative support to ensure the smooth day-to-day running of the lodge.

Guest Experience & Relations

• Manage all guest communication before, during, and after their stay.
  
• Welcome guests on arrival and conduct lodge orientation and safety briefings.
  
• Deliver warm, personalised check-ins and check-outs.
  
• Act as the primary point of contact for guests throughout their stay.
  
• Anticipate guest needs and resolve complaints or issues promptly, professionally, and discreetly.
  
• Coordinate with all lodge departments to ensure seamless guest service delivery.
  
• Host and engage with guests during meals and around the lodge while maintaining a professional presence.
  
• Handle emergencies or unexpected situations affecting guests when required.
  

Administration & Operations

• Maintain accurate guest records, bookings, dietary requirements, and medical information within the PMS system.
  
• Prepare daily activity schedules, menus, and guest profiles for operational briefings.
  
• Manage invoicing, guest bill settlements, and basic cash-up procedures.
  
• Liaise with suppliers and service providers as directed by management.
  
• Assist with lodge marketing content and guest communications where required.
  
• Support weekly stock takes and stock control procedures.
  
• Ensure compliance with lodge SOPs, health and safety standards, and POPIA guest data protocols.
  
• Conduct room inspections prior to guest arrival and complete room checklists.
  
• Communicate maintenance or room-related issues to the maintenance department promptly.
  

Requirements

• Minimum 3 years’ hands-on experience within a 4–5-star lodge, safari camp, or boutique hospitality environment.
  
• Previous experience in guest relations, front office, reservations, or a similar hospitality role.
  
• Boutique or owner-run lodge experience advantageous.
  
• Valid Code 8 / B driver’s licence.
  
• Ability to drive manual transmission vehicles.
  
• 4x4 driving experience advantageous.
  
• Willingness to live on-site and work flexible hours in line with operational requirements.
  

Skills & Attributes

• Exceptional written and verbal English communication skills.
  
• Well-spoken, articulate, and confident interacting with international guests.
  
• Strong interpersonal skills and emotional intelligence.
  
• Friendly, personable, professional, and presentable.
  
• Ability to remain calm under pressure and resolve problems effectively.
  
• Strong organisational and administrative skills.
  
• Confident using MS Office, Google Workspace, and PMS systems.
  
• Experience with ResRequest advantageous.
  
• Physically fit and comfortable standing or walking for extended periods.
  

Personal Characteristics

The ideal candidate will be:

• Guest-focused and service-driven
  
• Mature and professional
  
• Highly organised and detail-oriented
  
• Proactive and solution-oriented
  
• Adaptable and flexible within a dynamic lodge environment
  
• Passionate about hospitality and creating memorable guest experiences
  

Benefits

• Live in with meals
  
• Salary from R10,000.00, negotiable depending on experience