GUEST RELATIONS MANAGER JOB VACANCY
\nIndustry: Tourism and Hospitality
\nJob Location: Arusha.
\nJob Overview
\nWe 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.
\nKey Responsibilities<\/p>\n
Dealing with Guest Complaints & Issue Resolution from receiving, evaluating, and responding to guest complaints promptly and professionally.
\nLiaise 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
\nEnsure corrective actions are taken immediately and monitor follow-up until closure.
\nDocument all guest complaints and resolutions accurately.
\nGuest Evaluations Management
\nCheck all guest evaluations daily from all camps\/lodges.
\nAnalyse feedback and identify trends, recurring problems, or urgent matters.
\nCompile and share a daily and weekly Guest Relations Report with management.
\nEnsure that you act promptly on evaluation findings and provide feedback on actions taken.
\nInitiate communication with guests when required, both during and after their stay.
\nSpeak with guests directly to understand concerns, offer reassurance, and resolve issues.
\nDraft professional apology letters\/emails when necessary, ensuring tone and content represent the company\u2019s standards.
\nCoordinate with reservations and operations teams when follow-ups are required.
\nRecommend and organize appropriate complementary services or gestures of goodwill when needed.
\nEnsure all compensatory arrangements are properly documented and approved by management.
\nWork closely with camp and lodge managers to gather detailed incident reports, understand the root causes of guest complaints, and ensure preventive measures are implemented
\nMaintain strong communication channels to ensure consistency in guest experience across all properties.
\nProactively identify areas where service improvements can be made.
\nSupport the development and implementation of guest experience standards.
\nParticipate in training initiatives related to guest relations and service excellence.<\/p>\n
Qualifications & Experience<\/p>\n
Diploma or Bachelor\u2019s Degree in Hospitality Management, Customer Service in Tourism, or related field.
\nAt least 3\u20135 years of experience in Guest Relations, Front Office, Customer Service, or Hospitality Operations (preferably in camps, lodges, or hotels).<\/p>\n
Strong background in handling guest complaints and service recovery.<\/p>\n
Excellent verbal and written communication skills in English.
\nStrong organizational skills with good problem-solving and decision-making skills.
\nDetail-oriented and highly organized.<\/p>\n
Proactive, reliable, and self-driven.<\/p>\n
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