Hybrid Guest Relations Coordinator

SUMMARY:
The Guest Relations Coordinator is responsible for delivering a guest experience from reservation through to departure. The 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. The position offers a hybrid work arrangement, allowing remote work for reservation and administrative functions, while requiring an on-site presence during guest arrivals, departures, and key guest stays.
Key Responsibilities
Guest Experience & 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.

• 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.

• 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.
• Monitor service standards within the wellness offering.

• Manage incoming telephone calls and guest enquiries.
• Route calls efficiently to the appropriate departments.
• Maintain professional communication standards across all guest touch points.
• Support internal communication between lodge departments.

• Coordinate guest arrival and departure logistics.
• Work closely with game reserve management on guest relations. 
• Assist with guest feedback collection and reporting.
• Support marketing and guest engagement initiatives where required.
• Maintain accurate guest records and CRM information.

POSITION INFO:
Essential

• Minimum 5 to 10 years' experience in hospitality, guest relations, lodge operations, hotel reservations, or tourism.
• Preference will be semi - retired hospitality co-ordinator 
• 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.

• Diploma or Degree in Hospitality Management, Tourism Management, Hotel Management, or related field.
• Experience managing spa, wellness, or concierge services.
• Knowledge of safari lodge operations and luxury guest expectations.
• Additional language skills would be advantageous.
• Car self-drive is required   

• Warm, professional, and guest-centric 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.