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 & HospitalityPersonally welcome all guests and oversee arrivals/departures for all guestsMaintain strong presence in the lodge during guest meal times and key guest interactionsHandle guest requests, special occasions, and complaints promptly and professionallyAnticipate guest needs and ensure proactive delivery of exceptional serviceCreate daily guest preference sheets for all departments (chefs, housekeeping, guides)Manage and monitor guest satisfaction scores and reviews (e.g., TripAdvisor, Google)Communication & CoordinationCommunicate guest movements and preferences to relevant departments (e.g., spa, housekeeping, guiding)Liaise with travel agents, tour operators, and reservation teams when neededEnsure seamless coordination of all guest activities (safaris, spa bookings, private dining, etc.)Administration & ReportingKeep accurate guest logs, incident reports, and feedback summariesCompile weekly guest satisfaction reports and action plans for continuous improvementEnsure accurate billing and check-outs in collaboration with front office and finance teamsUp sale curio salesTeam LeadershipTrain staff where neededWork closely with F&B, Housekeeping, Guiding, and Management teams to uphold standardsPromote 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