Hybrid Guest Relations Coordinator

Job Description

The Guest Relations Coordinator is responsible for delivering an exceptional guest experience from reservation through to departure. This role combines guest relations, reservations management, wellness and spa coordination, switchboard administration, and overall guest experience management.

The successful candidate will serve as the primary liaison between guests and the game reserve, ensuring seamless communication, efficient reservations management, and personalised guest service.

This position offers a hybrid working arrangement, allowing remote work for reservation and administrative duties, while requiring on-site presence during guest arrivals, departures, and key guest stays.

Key Responsibilities

Guest Experience and Relations

• Act as the primary point of contact for guests before, during, and after their stay.

• Welcome guests upon arrival and ensure a smooth check-in experience.

• Conduct guest orientations and provide information regarding lodge facilities, activities, and reserve experiences.

• Manage guest requests, special occasions, dietary requirements, and concierge services.

• Resolve guest concerns professionally and promptly.

• Monitor guest satisfaction and proactively identify opportunities to enhance the guest experience.

• Coordinate business guest experiences and special events.

Reservations Management

• Manage all accommodation reservations and enquiries.

• Respond to booking requests via telephone, email, website, and travel trade partners.

• Maintain reservation systems and ensure booking accuracy.

• Prepare quotations, confirmations, itineraries, and guest communication.

• Coordinate with operational teams regarding occupancy, guest preferences, and special requirements.

• Maintain reservation reports and occupancy forecasts.

Spa and Wellness Coordination

• Manage spa and wellness bookings and schedules.

• Coordinate therapist availability and treatment appointments.

• Promote wellness packages and guest experiences.

• Ensure guest wellness requirements are communicated effectively to relevant teams.

Minimum Requirements

Essential

• Minimum 5 to 10 years’ experience in hospitality, guest relations, lodge operations, hotel reservations, or tourism.

• Preference will be given to semi-retired hospitality coordinators.

• Experience within a luxury lodge, safari lodge, boutique hotel, wellness retreat, or game reserve environment.

• Strong customer service and relationship management skills.

• Experience using reservation systems and hospitality software.

• Excellent written and verbal communication skills.

• Strong organisational and administrative abilities.

• Proficiency in Microsoft Office and online booking platforms.

• Own reliable transport and ability to self-drive are required.

Preferred

• Diploma or Degree in Hospitality Management, Tourism Management, Hotel Management, or a related field.

• Experience managing spa, wellness, or concierge services.

• Knowledge of safari lodge operations and luxury guest expectations.

• Additional language skills would be advantageous.

Personal Attributes

• Warm, professional, and guest-focused personality.

• Highly organised and detail-oriented.

• Calm under pressure with excellent problem-solving abilities.

• Strong interpersonal and communication skills.

• Self-motivated and able to work independently.

• Flexible and willing to work weekends, public holidays, and peak guest periods.

• Passionate about hospitality, tourism, wellness, and delivering memorable guest experiences.

Remuneration

• Hybrid working arrangement.

• Opportunity to work within a luxury hospitality environment.

• Remuneration to be discussed based on experience and agreed responsibilities.