Vacancy title:
Front Desk and Guest Relations

[Type: FULL_TIME, Industry: Hospitality, and Tourism, Category: Management, Restaurant & Hospitality, Installation, Maintenance & Repair, Customer Service]

Jobs at:
Enkare

Deadline of this Job:
Wednesday, July 15 2026

Duty Station:
Enkare Boma Lodge, Mto wa Mbu, Tanzania | Tanzania

Summary
Date Posted: Tuesday, July 7 2026, Base Salary: Not Disclosed

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JOB DETAILS:

About the Role

• The Front Desk & Guest Relations Officer is the face of Enkare—the first voice a guest hears after making a reservation and the first person to welcome them on arrival.
• This role is responsible for creating exceptional guest experiences at every stage of the guest journey, from reservation to departure. The successful candidate will manage reservations, coordinate arrivals, respond to guest needs, and ensure every interaction reflects Enkare's commitment to warm, attentive, and solution-oriented hospitality.
• The ideal candidate thrives in a fast-paced environment, is highly organized, communicates with confidence and empathy, and consistently delivers outstanding customer service.

Key Responsibilities

Reservations & Booking Management

• Manage all reservations through the Property Management System (PMS), including new bookings, amendments, cancellations, and guest folios.
• Respond to guest enquiries via email, WhatsApp, social media, and telephone within established response times.
• Prepare and send booking confirmations, invoices, and pre-arrival information using approved Enkare templates.
• Monitor deposit and balance payment schedules and follow up on outstanding payments.
• Maintain accurate room availability and rate parity across all Online Travel Agencies (OTAs).
• Prepare and distribute the daily arrivals list and brief relevant departments.

Front Desk & Guest Relations

• Welcome guests upon arrival and ensure a smooth and memorable check-in experience.
• Coordinate the guest arrival process, including welcome refreshments, orientation, activity briefings, and introductions.
• Work closely with housekeeping, the kitchen, butlers, and the Cultural Host to ensure seamless guest experiences.
• Respond promptly and professionally to guest requests, concerns, and special requirements.
• Conduct regular guest satisfaction follow-ups throughout each stay.
• Manage departures, including billing, payment processing, farewell procedures, and guest feedback collection.

Guest Communication & Administration

• Maintain accurate guest profiles, including preferences, special occasions, repeat guest notes, and consent records.
• Send post-stay thank-you messages and review requests.
• Monitor and respond to online reviews in line with Enkare's communication standards.
• Liaise with travel agents, tour operators, and Destination Management Companies (DMCs) regarding bookings and guest updates.
• Prepare daily reservations reports and contribute to weekly sales and occupancy reporting.

Qualifications & Experience

• Certificate or Diploma in Hospitality Management, Tourism, Front Office Management, or a related field.
• Minimum of 2 years' experience in Front Desk, Reservations, or Guest Relations within a hotel, lodge, or luxury hospitality environment.
• Experience using Property Management Systems (Cloudbeds experience is an advantage).
• Strong computer skills, including Microsoft Office and email management.
• Comfortable using WhatsApp Business and social media communication platforms.
• Good numerical skills with experience handling billing, invoicing, and payment reconciliation.
• Excellent written and spoken English.
• Fluency in Swahili is required; knowledge of Maa is an added advantage.

Key Competencies

The successful candidate will demonstrate:

• Outstanding customer service and interpersonal skills.
• Excellent verbal and written communication.
• Strong organizational and multitasking abilities.
• High attention to detail and accuracy.
• Problem-solving skills with a proactive mindset.
• Professionalism, discretion, and integrity.
• Ability to remain calm and composed under pressure.
• A genuine passion for hospitality and creating memorable guest experiences.

What Success Looks Like

Success in this role means creating memorable guest experiences from the very first interaction to the final farewell.

An outstanding Front Desk & Guest Relations Officer:

• Makes every guest feel welcomed, valued, and personally recognized.
• Anticipates guest needs before they are expressed.
• Maintains accurate reservations and guest records without error.
• Resolves challenges professionally and efficiently.
• Coordinates seamlessly with all departments to deliver exceptional service.
• Represents Enkare with warmth, professionalism, and genuine enthusiasm.

Compensation & Benefits

Enkare offers a competitive salary above the Tanzanian hospitality market rate, reviewed annually.

Benefits include:

• Meals during shifts
• Staff uniform
• NSSF contributions
• Performance-based bonus
• 28 days of annual leave
• Sponsored professional development after 12 months of service
• Career growth opportunities within the Reservations & Guest Experience department

Work Hours: 8

Experience in Months: 24

Level of Education: bachelor degree

Job application procedure

Apply through: https://docs.google.com/forms/d/e/1FAIpQLSdih2PIATSsaPAntjgc5JAXxiWD_W3Za4YsW69a7TKHC7YZ6A/viewform?usp=sharing&ouid=103286775963309752014

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