Resort Operations & Guest Relations Coordinator

About the role

This position sits at the operational core of a resort in Mbita, Homa Bay County. You will act as the primary liaison between guests and all internal departments, ensuring a seamless and memorable stay while supporting revenue growth through proactive promotion of resort packages.

Key responsibilities

• Greet guests warmly and maintain a professional, friendly, and efficient interaction at all times.
• Handle guest enquiries, complaints, and special requests, resolving issues promptly or escalating when necessary.
• Coordinate between guests and resort departments such as housekeeping, food service, maintenance, and events to ensure timely fulfillment of requests.
• Manage bookings and enquiries via phone, WhatsApp, email, social media, and in‑person visits.
• Track quotations, pending enquiries, referrals, and potential bookings, following up consistently to convert leads.
• Promote accommodation, dining, conferences, recreation, and package offerings to individual and group clients.
• Develop and maintain relationships with corporate clients, NGOs, schools, churches, travel agents, and event organisers to generate repeat and referral business.
• Support marketing initiatives by sharing promotional content and assisting with lead generation.

Required profile

• Diploma (or equivalent) required.
• Mandatory prior experience in hospitality, guest relations, or a related field.

Required skills

What we offer

• Benefits package.