Resort Operations & Guest Relations Coordinator

Resort Operations & Guest Relations Coordinator
Reporting to: Chief Executive Officer (C.E.O)
Location: Mbita, Kenya
Salary: KES 30, 000

Job Summary

Our client, which is a fast-growing resort, is seeking to hire a proactive, organized, and
customer-focused Resort Operations & Guest Relations Coordinator.
The successful candidate will serve as the primary point of contact for guests while supporting
the effective coordination of the resort’s general day-to-day operations and cross-departmental coordination to ensure the timely completion of operational tasks. The ideal candidate should have excellent customer service skills, strong follow-through, and the ability to work effectively with different departments.

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, NGO’s, 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.

Application Process

Interested and qualified candidates should submit an updated resume and cover letter to
careers@morsan.africa.
Applicants should use ‘Resort Operations & Guest Relations Coordinator – Mbita’ as the email
subject.
Only shortlisted candidates will be contacted.