Guest Relations Officer/Hostess

Job at: Topguide Bush Camps

Duty Station: Arusha, Tanzania

Deadline: 2025-05-24

Reporting to: Camp Manager

Job Description

A Guest Relations Officer (GRO) is primarily responsible for ensuring guest satisfaction and providing exceptional customer service within a hospitality setting. They are the first point of contact for guests, greeting them upon arrival, addressing inquiries, handling complaints, and coordinating with other departments to meet their needs. Key responsibilities include managing reservations, check-in/check-out procedures, and ensuring a smooth and positive guest experience.

Core Responsibilities:

• Guest Service: Welcoming guests, providing information about the facility, and assisting with any requests.
• Complaint Handling: Addressing guest concerns and escalating issues as needed to the Camp Manager.
• Reservation Management: Handling reservations, making changes, and confirming bookings.
• Check-in/Check-out: Managing the check-in and check-out process for guests.
• Communication: Acting as a liaison between guests and other departments, ensuring smooth operations.
• Hosting duties: Accompanying guest for Camp Activities i.e. Sundowners and bush lunch, dinners in order to entertain guests through conversations.
• Problem Solving: Identifying and resolving guest issues promptly and effectively.
• Knowledge of the Facility: Being well-versed in the hotel's amenities, services, and surrounding areas.
• VIP Guest Handling: Providing personalized service and attention to VIP guests.
• Guest Satisfaction: Continuously striving to exceed guest expectations and ensure a positive experience.
• Compliance: Inform guests about Park rules and regulations. Ensure that they are adhered to.
• Emergency response: Provide First Aid to guests in case of minor injuries and also be key staff in handling fire emergencies

Qualifications & Experience:

• Ability to communicate clearly and effectively, both verbally and in writing, and build rapport with guests.
• Ability to handle guest complaints and find solutions to ensure a positive experience.
• Genuine desire to provide exceptional customer service.
• Experience: Prior experience in hospitality, customer service, or related fields is often required, with some roles specifying a minimum of 2 years.
• Education: Diploma in Hospitality Management, Tourism, or a related field is required.
• Proficiency in Microsoft Office applications, particularly Excel and PowerPoint, is helpful for managing guest data and creating reports.
• The ability to speak additional languages beyond English can be advantageous, especially since we are dealing with international guests.