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Job Summary
Duties:Guest Experience & Relations:
Manage all guest communication with the lodge.
Welcome Guests on arrival, conduct lodge and safety briefings and ensure a warm, personalized check in.
Act as the primary point of contact during guest stays. Anticipate needs, resolve issues quickly, and handle complaints with discretion and professionalism.
Coordinate with all departments to ensure seamless service delivery.
Host and engage with guests at meals and around the lodge where appropriate, maintaining a friendly but professional presence.
Conduct check-outs in a personalized manner.
Ability to handle any emergencies that arise during guests stay.
Administration and Operations:
Maintain accurate guest records, bookings, and dietary/medical requirements in the PMS system.
Prepare daily activity sheets, menus, and guest profiles for staff meetings.
Handle invoicing, bill settlements, and basic cash-up procedures.
Liaise with suppliers and service providers for lodge needs as directed.
Assist with marketing content where possible.
Assist with weekly stock take and stock control.
Ensure compliance with lodge SOP’s, health and safety, and POPIA guest data protocols.
Room checks and completion of room check lists, feedback to maintenance department with room issues before guest arrival.
Requirements:
Minimum 3 years solid, hands-on experience in a 4 / 5* lodge, safari camp.
Boutique lodge experience advantageous.
Proven track record in guest relations, front office, or reservations roles in a high-end or owner-run property.
Friendly, personable, presentable, ability to stand or walk for extended periods.
Exceptional written and verbal command. You must be well spoken, articulate, and able to adapt tone for international guests.
Strong interpersonal skills and emotional intelligence. Comfortable engaging with guests from diverse backgrounds.
Calm under pressure and solution-oriented when problems arise.
Confident with MS Office, Google Workspace an PMS systems. Experience with ResRequest beneficial.
Valid code 8 or B driver’s license and ability to drive manual transmission. 4X4 Experience beneficial.
Craven Cottage CC
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