Guest Relations Officer

About the Role We are seeking an experienced and hands-on Guest Relations Officer to oversee the seamless day-to-day running of a high-end safari lodge. This is a live-in role suited to a hospitality professional who thrives in remote environments and is passionate about delivering exceptional guest experiences. You will be at the heart of the guest journey—from arrival to departure—while ensuring operational excellence across all departments. Key Responsibilities Guest Experience & Front of House Deliver a warm, professional welcome and guest orientation Oversee all guest services and activities (game drives, bush meals, sundowners, excursions) Manage guest itineraries, special requests, and dietary requirements Coordinate closely with guides, housekeeping, and kitchen teams Ensure all guest areas are consistently clean, organized, and guest-ready Monitor guest satisfaction and resolve issues proactively Operations Management Oversee daily lodge operations to ensure smooth coordination across departments Maintain occupancy updates, booking changes, and flight schedules Ensure rooms are prepared to standard with all amenities in place Supervise staff presentation, performance, and service delivery Ensure lodge vehicles and equipment are guest-ready Food & Beverage Coordination Collaborate with the kitchen on menu planning and special dietary needs Oversee meal service, presentation, and dining experience Coordinate table setups and bush dining experiences Administration & Reporting Manage lodge communications and respond to guest/reservation emails Prepare and submit guest reports and operational updates Ensure all guest documentation is completed and filed Keep senior management informed of operational performance and challenges Maintenance & Standards Conduct regular inspections of rooms, grounds, and facilities Report and follow up on maintenance issues Ensure overall lodge presentation meets high hospitality standards Requirements What We’re Looking For Proven experience in lodge or luxury hospitality operations Strong guest relations and service mindset Ability to manage multiple departments in a remote setting Highly organized with strong attention to detail Confident communicator and team leader Flexible, proactive, and solution-oriented Why Join This Role Opportunity to work in a unique, high-end safari environment Direct impact on guest experience and lodge success Autonomous role with strong operational ownership Benefits Bonus: Performance-based (twice annually) Accommodation: Private 1-bedroom cottage (fully serviced) Meals: All meals and soft drinks while on duty Transport: Provided for official duties + annual allowance paid twice in an year Medical Cover- (post-probation) + emergency evacuation cover Other: Company phone, access to lodge shop at cost