Hospitality and Outdoor – New Vacancy – Guest Relations Service Manager – Ultra Luxury Lodge – Namibia

A prestigious ultra-luxury lodge in Namibia is seeking an experienced Guest Relations Service Manager to join its hospitality team. This exciting opportunity is ideal for a passionate hospitality professional who thrives on delivering exceptional guest experiences while leading and developing front-of-house teams within a luxury environment.

The successful candidate will take responsibility for ensuring the highest levels of guest satisfaction throughout every stage of the guest journey. This includes overseeing front-of-house operations, coordinating service teams, managing guest interactions, and ensuring service delivery consistently exceeds expectations. Working closely with multiple departments, the Guest Relations Service Manager will play a key role in creating memorable experiences, fostering a culture of exceptional service, and driving operational excellence.

This position requires a proactive, detail-oriented individual with strong leadership abilities, excellent communication skills, and a genuine passion for hospitality. The ideal candidate will be comfortable mentoring and coaching staff, implementing service improvements, and maintaining the standards expected within a world-class luxury lodge operation.

Candidates should have previous experience in hospitality management, strong Food and Beverage knowledge, and the ability to perform effectively within a fast-paced guest-focused environment. This role offers the opportunity to work in a breathtaking destination while contributing to an exceptional hospitality experience for international and local guests alike.

Key Responsibilities

Guest Relations & Guest Experience

• Welcome guests upon arrival and assist with the check-in process.
• Conduct guest and activity orientations.
• Ensure exceptional guest service throughout the guest journey.
• Handle guest requests efficiently and professionally.
• Create personalised guest experiences.
• Coordinate guest delight experiences and special occasions.
• Ensure guest amenities consistently meet luxury standards.

Front of House Management

• Lead and oversee Front of House operations.
• Manage and support butlers and bar teams.
• Provide daily guidance and operational direction.
• Coordinate staff schedules and roster planning.
• Assist with staff administration, leave planning, and uniform control.
• Support employee performance reviews and development.
• Promote a culture of service excellence across all departments.

Training & Development

• Conduct ongoing customer service training.
• Mentor and develop Front of House staff.
• Ensure consistent delivery of luxury service standards.
• Encourage continuous learning and professional development.

Administration & Reporting

• Prepare reports relating to guest feedback and service standards.
• Maintain accurate guest records and incident reports.
• Attend operational and departmental meetings.
• Monitor stock control processes and stock-take procedures.
• Ensure compliance with operational standards and procedures.

Continuous Improvement

• Implement service improvement initiatives.
• Identify opportunities to enhance guest experiences.
• Stay informed on hospitality trends and best practices.
• Support innovation and operational excellence initiatives.

Requirements

• Minimum 3-5 years’ experience in a similar hospitality role.
• Previous luxury hospitality or lodge experience preferred.
• Strong Food & Beverage knowledge.
• Excellent guest relations skills.
• Proven leadership and team management experience.
• Strong interpersonal and communication skills.
• Valid Driver’s Licence.
• Ability to work under pressure.
• High attention to detail.
• Strong problem-solving abilities.
• Passion for guest service excellence.
• Professional presentation and appearance.
• Adaptable and self-motivated.
• Ability to train, mentor, and motivate staff.

Salary: Market Related

Start Date: ASAP