Guest Experience Coordinator

Reports to: Head of Guest Experience

Location: Mara

Key Responsibilities;

− Manage reservations, ensuring accuracy and completeness of guest information and logistical details pre-arrival.

− Coordinate guest arrivals and departures, providing necessary information to lodge departments.

− Assist Head of Guest Experience with lodge operations and guest services, ensuring a seamless experience within a ‘one size fits one’ hospitality approach.

− Handle guest invoices, payments, and park fees accurately.

− Fastidiously gather and share feedback on guests to necessary parties (General Manager / other sister lodges/ Travel Planning Team / Business Development Team)

− Update records and assist in various lodge activities as needed.

Key qualities of the successful candidate;

− An eye for accuracy in managing reservations, invoices, and guest information is crucial.

− Ability to efficiently handle multiple tasks and maintain well-organized records.

− Strong interpersonal skills for coordinating with guests, departments, and external parties.

− Capability to adjust to changing situations and manage unexpected logistics.

− Capacity to resolve discrepancies and address issues concerning guest logistics.

− Comfort with reservation systems, office software, and accounting tools.

− Ability to work with various departments to ensure a seamless guest experience.

Key qualifications

− Minimum of 3 years of experience at a high-end property or organization, with a proven track record of delivering exceptional guest experiences.

− Degree or diploma in hospitality or an equivalent

− Experience working within Request or similar reservations systems.