Guest Relations Officer

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 guidelines5. 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 professionalismQualifications & Requirements

Education-Diploma or Degree in:oHospitality ManagementoTourism ManagementoHotel ManagementExperience-2–4 years experience in:oLuxury lodges or 4/5-star hotelsoFront Office / Guest Relations roles-Safari lodge experience is highly advantageousSkills & 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