Job Description

Posted 3 weeks ago

The Guest Relations Coordinator is responsible for supporting all camp operations, ensuring that the highest levels of hospitality and service are provided. This includes assistance with guest-related queries, itinerary changes, and any other guest requirements. She/he is also responsible for coordinating and managing communication and guest-related operations between guests and staff.

Core Responsibilities:

• Direct, coach, and manage the guest relations team to ensure all standards and operating procedures are adhered to.

• Drive and enhance children’s experience in all camps.

• Analyze guest feedback and implement methods for improvement in liaison with the Communication, Product and Special Projects Manager and other relevant managers.

• Carry out regular spot checks of all guest facilities to ensure they are kept clean, safe, and appealing at all times.

• Keep an updated record of guests’ information in the system/database.

• Participate in community activities with product knowledge and informational sessions.

• Monitor Front of House staff in all phases of service and rectify any shortcomings with the respective staff member across all camps.

• Identify training and development needs within the Front of House department and ensure they are addressed in liaison with the HR department.

• Provide unwavering after-hours assistance to on-site teams, catering to their needs and concerns beyond standard working hours, in liaison with the Communication, Product and Special Projects Manager.

Minimum Role Requirements:

• Diploma in Tourism and Hospitality or related field.

• Valid driver’s license.

• At least five (5) years of experience in a similar role.

Required Competencies:

• Active listening skills.

• High attention to detail.

• Good verbal and written communication skills.

• Exceptional customer service skills.

Tagged as: Uncharted Africa Safari Co

Skills: