GUEST RELATIONS MANAGER JOB VACANCY

Industry: Tourism and Hospitality

Job Location: Arusha.

Job Overview

We are seeking a highly skilled and proactive Guest Relations Manager with strong experience in the tourism and hospitality sector. The ideal candidate must be passionate about delivering exceptional guest experiences, able to handle guest concerns with professionalism, and committed to ensuring every client leaves with a positive impression of our camps and lodges. This role requires excellent communication skills, problem-solving abilities, and the capability to coordinate closely with camp and lodge managers to follow up on guest complaints, evaluations, and service standards.

Key Responsibilities

1. 1. Dealing with Guest Complaints & Issue Resolution from receiving, evaluating, and responding to guest complaints promptly and professionally.
   2. Liaise with camp and lodge managers to investigate issues such as Unsatisfactory service, Food and beverage complaints, Housekeeping or room-related issues, or any other service shortfalls
   3. Ensure corrective actions are taken immediately and monitor follow-up until closure.
   4. Document all guest complaints and resolutions accurately.
   5. Guest Evaluations Management
   6. Check all guest evaluations daily from all camps/lodges.
   7. Analyse feedback and identify trends, recurring problems, or urgent matters.
   8. Compile and share a daily and weekly Guest Relations Report with management.
   9. Ensure that you act promptly on evaluation findings and provide feedback on actions taken.
   10. Initiate communication with guests when required, both during and after their stay.
   11. Speak with guests directly to understand concerns, offer reassurance, and resolve issues.
   12. Draft professional apology letters/emails when necessary, ensuring tone and content represent the company’s standards.
   13. Coordinate with reservations and operations teams when follow-ups are required.
   14. Recommend and organize appropriate complementary services or gestures of goodwill when needed.
   15. Ensure all compensatory arrangements are properly documented and approved by management.
   16. Work closely with camp and lodge managers to gather detailed incident reports, understand the root causes of guest complaints, and ensure preventive measures are implemented
   17. Maintain strong communication channels to ensure consistency in guest experience across all properties.
   18. Proactively identify areas where service improvements can be made.
   19. Support the development and implementation of guest experience standards.
   20. Participate in training initiatives related to guest relations and service excellence.

Qualifications & Experience

1. Diploma or Bachelor’s Degree in Hospitality Management, Customer Service in Tourism, or related field.
2. At least 3–5 years of experience in Guest Relations, Front Office, Customer Service, or Hospitality Operations (preferably in camps, lodges, or hotels).

• Strong background in handling guest complaints and service recovery.

1. Excellent verbal and written communication skills in English.
2. Strong organizational skills with good problem-solving and decision-making skills.
3. Detail-oriented and highly organized.

• Proactive, reliable, and self-driven.