Guest Services Coordinator

Company 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 exceptional end-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

• Act as the main point of contact for guests before, during, and after their tour, responding promptly and professionally to inquiries via email and other communication channels
• Manage guest bookings and amendments, preparing manifests and guest information sheets for the ground operations team
• Monitor guest satisfaction during tours and manage last-minute changes or concerns with a solution-focused approach
• Conduct post-tour feedback collection and identify trends to recommend improvements to the guest experience
• Work closely with the Director and Operations Manager to maintain clear internal notes and follow company risk procedures
• Respond to all initial guest inquiries across email, booking platforms, and messaging channels
• Guide guests through the RAW Africa Eco Tours 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 itinerary changes, guest requests, and new leads to relevant team members