Resort Operations & Guest Relations Coordinator

Role Overview

This position places you at the operational heart of a resort in Mbita, where you will act as the bridge between guests and every department that shapes their stay. Your day-to-day work involves managing enquiries, overseeing bookings, solving guest concerns, and coordinating with housekeeping, food service, maintenance, and events teams to ensure smooth resort operations. Beyond service, you will actively support revenue growth by promoting packages, following up on leads, and building lasting relationships with local and corporate clients.

Key Responsibilities

• Greet guests warmly and ensure every interaction reflects professionalism, friendliness, and efficiency.
• Take ownership of guest enquiries, complaints, and special requests, resolving issues promptly or escalating when necessary.
• Act as the central coordinator between guests and resort departments, ensuring requests are completed on time.
• Manage bookings and enquiries across phone calls, WhatsApp, email, social media, and in-person visits.
• Track quotations, pending enquiries, referrals, and potential bookings, following up consistently to convert leads.
• Promote resort offerings including accommodation, dining, events, conferences, recreation, and packages to both individual and group clients.
• Cultivate relationships with corporate clients, NGOs, schools, churches, travel agents, and event organisers to secure repeat and referral business.
• Support marketing efforts by sharing promotions and responding to online customer questions.
• Assist with guest arrivals and departures, and help coordinate group bookings, retreats, weddings, conferences, and other events.
• Monitor stock levels across kitchen, restaurant, bar, housekeeping, and other areas, participating in stock counts and reporting shortages, wastage, or variances.
• Maintain accurate records for bookings, guest feedback, stock issues, and operational follow-ups.
• Prepare daily, weekly, and monthly reports or briefing updates for management as required.

Requirements & Qualifications

• Degree or diploma in Hospitality Management, Tourism, Business Administration, Customer Service, or a related field.
• At least 2–3 years of experience in hospitality, guest relations, reservations, customer service, sales, or operations coordination.
• Strong communication and interpersonal skills with a genuine commitment to guest satisfaction.
• Proven ability to follow up on sales leads, referrals, and customer enquiries.
• Ability to coordinate tasks across multiple departments and work effectively with diverse teams.
• Basic understanding of stock monitoring, record-keeping, and inventory control practices.
• Familiarity with hotel POS and PMS systems, Microsoft Workspace, and social media platforms.
• Excellent organisational skills and close attention to detail.
• High integrity, reliability, accountability, and professionalism in all interactions.
• Ability to work independently while keeping management regularly informed.
• Willingness to work flexible hours, including weekends, public holidays, and peak resort periods.
• Must maintain a professional appearance and positive attitude at all times.
• Must currently reside in Mbita or be able to relocate independently.
• Must be available to attend a physical interview in Mbita.