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Job Summary
Job Title: Guest Relations Manager Department: Front Office / Guest Services Reports To: Lodge General Manager / Operations Manager Position Type: Full-Time, Live-In Position Summary: The Guest Relations Manager is the key liaison between the lodge and its guests, ensuring an exceptional and seamless guest experience from arrival to departure. This role is central to maintaining the lodge’s 5-star service standards by managing guest feedback, coordinating personalized services, and ensuring every guest feels valued and cared for. Key Responsibilities: Guest Experience & Hospitality Personally welcome all guests and oversee arrivals/departures for all guests Maintain strong presence in the lodge during guest meal times and key guest interactions Handle guest requests, special occasions, and complaints promptly and professionally Anticipate guest needs and ensure proactive delivery of exceptional service Create daily guest preference sheets for all departments (chefs, housekeeping, guides) Manage and monitor guest satisfaction scores and reviews (e.g., TripAdvisor, Google) Communication & Coordination Communicate guest movements and preferences to relevant departments (e.g., spa, housekeeping, guiding) Liaise with travel agents, tour operators, and reservation teams when needed Ensure seamless coordination of all guest activities (safaris, spa bookings, private dining, etc.) Administration & Reporting Keep accurate guest logs, incident reports, and feedback summaries Compile weekly guest satisfaction reports and action plans for continuous improvement Ensure accurate billing and check-outs in collaboration with front office and finance teams Up sale curio sales Team Leadership Train staff where needed Work closely with F&B, Housekeeping, Guiding, and Management teams to uphold standards Promote a culture of service excellence and teamwork Requirements: Qualifications & Experience Diploma or Degree in Hospitality Management or Tourism Minimum 3–5 years’ experience in a similar guest-facing role in a luxury lodge or hotel environment Experience working in a remote or bush setting preferred or something similar Skills & Attributes Excellent interpersonal and communication skills Strong problem-solving and conflict-resolution abilities High attention to detail and a passion for hospitality Culturally aware and able to connect with international clientele Competent in Microsoft Office and lodge management systems (Opera) Fluent in English (additional languages beneficial) Working Conditions: Willing to live on-site in a remote bush environment Flexibility to work long hours, including weekends and holidays Accommodation and meals provided as part of the package Package Offered: Live-in accommodation Meals on duty Uniform Provident fund and medical aid
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