GUEST SERVICES COORDINATOR

We are looking for a qualified candidate to fill this position. JOB VACANCY: GUEST SERVICES COORDINATORCompany Overview:RAW Africa Eco Tours provides an intimate and exciting perspective of Africa and beyond. Our operations extend to Kenya, Uganda, Tanzania, Zanzibar, Madagascar, Morocco, Rwanda, and Ethiopia, providing diverse and unforgettable experiences. Exceptional customer service is the cornerstone of our business.Role Purpose: The Guest Services Coordinator is responsible for delivering an exceptionalend-to-end guest experience, from pre-departure through to post-tour follow-up. This role acts as the primary point of contact for guests, ensuring clear communication, smooth logistics, and a high standard of care throughout the journey.Key Responsibilities:Guest Communication & Support: Act as the main point of contact for guests before, during, and after their tour, responding promptly and professionally to inquiries via email.Booking & Documentation: Manage guest bookings and amendments, preparing manifests and guest information sheets for the ground operations team.On-Tour Experience: Monitor guest satisfaction during tours and manage last-minute changes or concerns with a solution-focused approach.Post-Tour Follow-Up: Conduct feedback collection and identify trends to recommend improvements to the guest experience.Internal Coordination: Work closely with the Director and Operations Manager to maintain clear internal notes and follow company risk procedures.Daily Tasks:Respond to all initial guest inquiries across email, booking platforms, and messaging channels.Guide guests through the RAW Africa Ecotours booking process and facilitate decision-making on tour options.Distribute approved pre-departure information and send confirmed itineraries to guests in a timely manner.Monitor and maintain guest information in WeTravel, including passport details, flight tickets, and travel insurance.Communicate any itinerary changes, guest requests, or new leads to management promptly.