About the Role
The Resort Operations & Guest Relations Coordinator plays a pivotal role in ensuring exceptional guest experiences while coordinating day-to-day resort operations across departments. The ideal candidate will serve as the primary link between guests and resort management, handling guest relations, sales and marketing support, stock monitoring, and operational coordination.
Key Responsibilities
- Welcome guests and ensure they receive professional, friendly, and timely service.
- Handle guest enquiries, requests, feedback, and complaints promptly and professionally.
- Serve as the main contact person between guests and the resort departments.
- Follow up with housekeeping, kitchen, restaurant, maintenance, security, and other departments to ensure assigned tasks are completed.
- Respond to booking enquiries received through calls, WhatsApp, email, social media, and walk-ins.
- Follow up on quotations, pending enquiries, referrals, and potential bookings.
- Promote the resort's accommodation, meals, events, conferences, recreational activities, and available packages.
- Build and maintain relationships with corporate clients, NGOs, schools, churches, travel agents, event organizers, and other potential customers.
- Support basic marketing activities, including sharing promotions and responding to online customer enquiries.
- Encourage satisfied guests to make referrals, leave reviews, and be return guests to the resort.
- Assist in coordinating guest arrivals, departures, group bookings, conferences, retreats, weddings, and other events.
- Monitor stock levels across the kitchen, restaurant, bar, housekeeping, and other departments.
- Participate in stock counts and report shortages, wastage, damages, or unusual stock variances.
- Maintain accurate records of bookings, enquiries, referrals, guest feedback, stock issues, and operational follow-ups.
- Escalate serious guest issues, maintenance, staff concerns, and operational challenges to the management.
- Prepare daily, weekly, monthly reports and/or any other operational briefing updates for management as required.
Qualifications and Skills
- Degree or Diploma in Hospitality Management, Tourism, Business Administration, Customer Service, or a related field.
- At least 2-3 years of experience in hospitality, guest relations, reservations, customer service, sales, or operations coordination.
- Strong customer service, communication, and interpersonal skills.
- Good sales, marketing, referral, and customer follow-up abilities.
- Ability to coordinate tasks and work effectively with different departments.
- Basic knowledge of stock monitoring, record-keeping, and inventory control.
- Good knowledge of Hotel POS and PMS systems, Microsoft Workspace, and social media platforms.
- Strong organizational skills and close attention to detail.
- High level of integrity, reliability, accountability, and professionalism.
- Ability to work independently while providing regular updates to the management.
- Must be willing to work flexible hours, weekends, public holidays, and peak resort periods.
- Must maintain a professional appearance and positive attitude when dealing with guests.
- The candidate must currently reside in Mbita or be able to relocate independently.
- The candidate must be available and willing to attend a physical interview in Mbita.
How to Apply
Interested and qualified candidates can apply through Morsan HR Consulting on morsan.africa.
