GUEST RELATIONS COORDINATOR -Uncharted Africa Safari Co

VACANCY

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.