Job Title: Guest Relations ManagerDepartment: Front Office / Guest ServicesReports To: Lodge General Manager / Operations ManagerPosition Type: Full-Time, Live-InPosition 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 teamworkRequirements:Qualifications & ExperienceDiploma or Degree in Hospitality Management or TourismMinimum 3–5 years’ experience in a similar guest-facing role ...

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:
R8000
Live-in accommodation
Meals on duty
Uniform
Provident fund and medical aid