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Guest Experience Coordinator

Hospitality & Guest Services

Ensure smooth check-ins, assist with bookings, and enhance the guest journey from arrival to departure.

1. Job Description

As a Guest Experience Coordinator, you will be the first point of contact for guests, ensuring that their stay at Base Camp Lodge is seamless and memorable. You’ll be responsible for managing guest check-ins and check-outs, handling reservations, and ensuring that each guest’s needs are met with exceptional service and attention to detail.

2. Job tasks and Responsibilities

  • Manage the check-in and check-out process for all guests, ensuring a smooth and welcoming experience.

  • Respond promptly to guest inquiries, addressing any questions or concerns during their stay.

  • Coordinate with the hospitality team, including housekeeping, restaurant, and tour staff, to ensure that all guest needs are met.

  • Oversee reservation systems, process bookings, and ensure accuracy in guest itineraries.

  • Organize guest requests for special accommodations, including dietary needs or specific room arrangements.

  • Provide local area information and assist guests with activities and tours, making recommendations based on preferences.

  • Handle guest feedback, complaints, and special requests in a professional and timely manner.

  • Assist in maintaining a clean, welcoming, and organized reception area.

3. Background, Skills and Experience 

  • Previous experience in customer service, hospitality, or front desk roles is preferred.

  • Excellent communication and interpersonal skills, with the ability to build rapport with guests.

  • Strong problem-solving abilities and the capacity to manage guest concerns in a calm and professional manner.

  • Familiarity with reservation management systems and office software (e.g., Microsoft Office or Google Suite).

  • High attention to detail and ability to multitask in a fast-paced environment.

  • A friendly, positive attitude with a passion for delivering outstanding service.

4. Minimum Qualifications 

  • High school diploma or equivalent (Bachelor’s degree in Hospitality or a related field is a plus).

  • At least 1 year of experience in a customer-facing or hospitality role.

  • Fluency in English (additional languages, especially Swahili or French, are a plus).

  • Ability to work flexible hours, including weekends and holidays, when needed.

5. Benefits 

  • Competitive Salary – Reflective of experience and performance.

  • Health & Wellness Program – Medical benefits and wellness initiatives to support your health.

  • Career Growth – Opportunities for career advancement within the company, with training and mentorship.

  • Employee Discounts – Access to discounted tours, lodge stays, and activities.

  • Vibrant Work Environment – Be part of a passionate, dynamic team dedicated to delivering outstanding guest experiences.

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Working at Base Camp

Our team is made up of passionate individuals who love adventure, respect nature, and believe in creating unforgettable journeys for others. Here, your ideas matter. Your energy shapes the experience. And your passion fuels the spirit of Base Camp. While the above qualifications are essential for success in this role, we're especially looking for someone with the energy, passion, and adventurous spirit to help shape a growing team and spark fresh ideas.

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