Guest Experience Responsibilities

• Welcome each guest upon arrival, introducing them to the on-property experiences with warmth and charm.
• Take a genuine interest in each guest’s preferences and needs, tailoring their stay to provide a truly personalised experience.
• Collaborate with the Guest Experience team and other departments to ensure seamless and memorable experiences, from food and beverage preferences to special events.
• Act as a primary point of contact for guests, offering assistance, solving issues, and anticipating needs throughout their stay.
• Handle special requests with attentiveness and care, including scheduling guest experiences and acknowledging anniversaries, birthdays, and other celebrations.
• Share knowledge about the Maasai Mara, Kenyan culture, and Angama’s conservation efforts, sparking a deeper appreciation for the surroundings.

Leadership and Operational Responsibilities:

•  Lead by example, inspiring your team to embrace the true spirit of Angama – where looking after guests is a joy, not a job. Your enthusiasm will be contagious, motivating others to give their best.
• Support and coach the food and beverage team, helping them grow while maintaining the high service standards that Angama is known for.
• Collaborate with other Camp Hosts and departments to ensure smooth operations and create extraordinary, memorable moments for our guests.
• Stay hands-on and present, guiding the team through daily operations while ensuring our guests’ comfort and satisfaction remain our top priority.

Key Qualities of the Successful Candidate:

• Proven experience in a similar guest-facing role, ideally in a luxury safari lodge or similar environment.
• A solid understanding of hospitality, with the ability to anticipate and fulfil guest needs.
• Basic computer literacy to manage guest preferences and schedules.
• An enthusiasm for extraordinary and authentic hospitality.

Key Qualifications:

• Proven 5 years of experience in a high-end hospitality setting, ideally within a luxury safari lodge or hotel.
• Degree or relevant qualification in Hospitality or Tourism Management.
• Good computer literacy – familiarity with Excel and guest management systems is preferred.
• Knowledge of local cultures and wildlife in the Maasai Mara area is an advantage.