Guest Relations Officer

About the Role

• We are seeking an experienced and hands-on Guest Relations Officer to oversee the seamless day-to-day running of a high-end safari lodge. This is a live-in role suited to a hospitality professional who thrives in remote environments and is passionate about delivering exceptional guest experiences.
• You will be at the heart of the guest journey—from arrival to departure—while ensuring operational excellence across all departments.

Key Responsibilities

Guest Experience & Front of House

• Deliver a warm, professional welcome and guest orientation
• Oversee all guest services and activities (game drives, bush meals, sundowners, excursions)
• Manage guest itineraries, special requests, and dietary requirements
• Coordinate closely with guides, housekeeping, and kitchen teams
• Ensure all guest areas are consistently clean, organized, and guest-ready
• Monitor guest satisfaction and resolve issues proactively

Operations Management

• Oversee daily lodge operations to ensure smooth coordination across departments
• Maintain occupancy updates, booking changes, and flight schedules
• Ensure rooms are prepared to standard with all amenities in place
• Supervise staff presentation, performance, and service delivery
• Ensure lodge vehicles and equipment are guest-ready

Food & Beverage Coordination

• Collaborate with the kitchen on menu planning and special dietary needs
• Oversee meal service, presentation, and dining experience
• Coordinate table setups and bush dining experiences
• Administration & Reporting
• Manage lodge communications and respond to guest/reservation emails
• Prepare and submit guest reports and operational updates
• Ensure all guest documentation is completed and filed
• Keep senior management informed of operational performance and challenges

Maintenance & Standards

• Conduct regular inspections of rooms, grounds, and facilities
• Report and follow up on maintenance issues
• Ensure overall lodge presentation meets high hospitality standards

What We’re Looking For

• Proven experience in lodge or luxury hospitality operations
• Strong guest relations and service mindset
• Ability to manage multiple departments in a remote setting
• Highly organized with strong attention to detail
• Confident communicator and team leader
• Flexible, proactive, and solution-oriented

Why Join This Role

• Opportunity to work in a unique, high-end safari environment
• Direct impact on guest experience and lodge success
• Autonomous role with strong operational ownership

Benefits

• Bonus: Performance-based (twice annually)
• Accommodation: Private 1-bedroom cottage (fully serviced)
• Meals: All meals and soft drinks while on duty
• Transport: Provided for official duties + annual allowance paid twice in an year
• Medical Cover- (post-probation) + emergency evacuation cover
• Other: Company phone, access to lodge shop at cost