Guest Experience & ServiceWelcome guests on arrival with a warm, professional approachConduct check-ins and check-outs efficientlyProvide welcome drinks, lodge orientation, and itinerary briefingsAct as the main contact for guests throughout their stayAnticipate guest needs and personalize service (e.g. dietary preferences, special occasions) Guest Liaison & CommunicationHandle guest queries, requests, and complaints promptlyLiaise between departments (housekeeping, kitchen, guiding team)Ensure all guest preferences are communicated and deliveredMaintain daily guest reports and handovers Reservations & AdministrationAssist with reservations, bookings, and room allocationsMaintain accurate guest profiles and recordsHandle billing queries and ensure correct invoicingWork with PMS systems (e.g., Opera, NightsBridge, ResRequest) Guest Activities & CoordinationCoordinate guest activities (game drives, spa, excursions)Ensure smooth daily itineraries and timingArrange special experiences (private dinners, celebrations)Brief guests on lodge schedules and safety guidelines Brand Representation & StandardsUphold 5-star service standards and lodge imageEnsure attention to detail in all guest-facing areasBuild strong guest relationships to encourage repeat visitsHandle VIP guests with discretion and professionalism

Qualifications & Requirements
Education

• Diploma or Degree in:
• Hospitality Management
• Tourism Management
• Hotel Management

Experience

• 2–4 years experience in:
• Luxury lodges or 4/5-star hotels
• Front Office / Guest Relations roles
• Safari lodge experience is highly advantageous

Skills & 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