Roots & Journeys
We are looking for a high-calibre hospitality professional to become the trusted point of contact for our guests before, during and after their safari.
This is not simply a guest-relations or Meet & Greet role. We are looking for someone with the confidence, emotional intelligence, judgement and authority to take ownership of the guest relationship and make a genuine, lasting impact.
We are looking for a high-calibre hospitality professional to become the trusted point of contact for our guests before, during and after their safari.
This is not simply a guest-relations or Meet & Greet role. We are looking for someone with the confidence, emotional intelligence, judgement and authority to take ownership of the guest relationship and make a genuine, lasting impact.
Job Summary
- Type: full-time
- Location: Maun
- Category: Hospitality
- Closing Date: 2026-09-03
Key Responsibilities
- Consistently exceptional guest feedback and 5-star TripAdvisor reviews, minimize avoidable negative reviews through proactive guest management and effective recovery.
- Guests mentioning you by name because you made a memorable impact.
- Guests looking forward to meeting you before arrival because a relationship of trust has been built and leaving with a genuine connection to you and Roots & Journeys.
- Guests choosing to contact you first when they need assistance.
- The ability to resolve guest issues independently, keeping management informed without unnecessarily escalating matters.
- Exceptional communication that gives our guests, agents and internal teams confidence that situations are being properly managed.
- The ability to handle service recovery and settlement negotiations with sound judgement, protecting both the guest relationship and the commercial interests of Roots & Journeys.
Requirements
- University degree; Tourism, Hospitality or Business advantageous.
- Experience in hospitality, luxury tourism, guest relations or concierge services preferred.
- Excellent written and spoken English.
- Strong organizational and communication skills.
- Valid Class B Driver’s License and Passenger PRDP.
- Ability to work weekends on rotation and travel to lodges when required.
How to Apply
Email Applications to: recruit@rootsandjourneys.com
About the Company
Roots & Journeys is a Botswana-based operator offering curated, high-quality safari and cultural travel experiences within the country. Their website explicitly promotes special rates for Botswana residents, confirming local operational presence and market focus. The company markets itself as providing 'Exclusive Adventures', with an emphasis on immersive, locally grounded journeys across Botswana’s iconic landscapes — including the Okavango Delta and Kalahari. While the site does not list physical offices or registration details, its domain, copyright notice, and targeted resident pricing constitute verifiable evidence of active operations in Botswana.
Exclusive Adventures in Botswana
Website: https://rootsandjourneys.com/
Frequently Asked Questions
What qualifications or certifications are typically required for a Journey Concierge role in Botswana?
A minimum of a National Certificate in Tourism, Hospitality, or a related field from a BQA-accredited institution (e.g., BOCODOL or UB’s School of Business) is commonly expected. Industry-recognised certifications such as the Botswana Tourism Organisation (BTO) Customer Service Excellence or IATA/UFTAA foundation courses strengthen applications. Prior experience in guest services, travel coordination, or luxury hospitality — especially within Botswana or Southern Africa — is highly valued.
What does a typical day look like for a Journey Concierge working with a Botswana-based experiential travel brand?
You’ll curate and coordinate personalised guest itineraries across Botswana — including Okavango Delta safaris, cultural village visits, and desert excursions — liaising with local guides, lodges, and transport providers. Daily tasks include responding to pre-arrival queries via WhatsApp or email, managing real-time guest requests during stays, and documenting feedback for service improvement. Strong local knowledge of regional logistics, seasonal road conditions, and community protocols is essential.
How does Botswana’s local work culture influence expectations for this role?
Respect for hierarchy, punctuality, and relationship-based communication — often involving polite greetings in Setswana — are deeply embedded in Botswana’s hospitality workplaces. Employers value discretion, cultural humility when engaging with diverse communities (e.g., San, Herero, or Tswana groups), and adaptability to informal yet professional interactions with guests and partners. Team collaboration is prioritised, and senior staff often mentor junior concierges informally over tea or lunch.
What career progression opportunities exist for a Journey Concierge in Botswana’s tourism sector?
With 2–3 years’ experience, many progress to Senior Concierge, Guest Experience Manager, or Operations Coordinator roles within larger safari operators or boutique lodges. Some transition into destination marketing with the Botswana Tourism Organisation or private DMOs, while others launch community-based tourism enterprises supported by programmes like the Botswana Development Corporation’s SME grants. Continuous learning through BTO workshops or UNWTO online courses supports upward mobility.
What benefits can I realistically expect in this role, and how do they align with Botswana labour law?
Employers typically provide at least 22 days of annual leave (exceeding the Employment Act’s 18-day minimum), basic medical aid (often via Medshield or BONSO), and pension contributions under the Botswana National Pension Fund (BNPF). Some offer safari staff discounts, accommodation allowances, or transport support — especially for remote lodge placements — though these vary by employer size and location. All formal employers must comply with the Employment Act and register employees with BNPF and NSSA.
How should I apply, and what do Botswana employers specifically look for in candidates for this role?
Submit a concise CV and cover letter in English via email or LinkedIn, highlighting Botswana-specific experience (e.g., guiding, lodge front office, or community tourism projects) and language skills (Setswana fluency is a strong advantage). Employers assess reliability, problem-solving in resource-constrained settings (e.g., mobile network gaps in the Delta), and demonstrated cultural competence — often verified through references from local supervisors or clients. Interviews may include scenario-based questions on handling guest concerns during flood season or coordinating cross-border travel to Namibia or Zimbabwe.