Guest Relations Officer
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Job summary
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.
Min Qualification:
Diploma
Experience Level:
Mid level
Experience Length:
3 years
Language Requirement:
English
Working Hours:
Full Time - 9 to 5
Applicant Location:
Kenya
Job descriptions & requirements
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 standard
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
Important safety tips
- Do not make any payment without confirming with the BrighterMonday Customer Support Team.
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