Hospitality & Guest Experience Officer at Mpala

The Hospitality & Guest Experience Officer will oversee the delivery of high-quality hospitality services at Mpala Research Centre. The role is responsible for ensuring a positive, professional, and consistent guest experience across accommodation and dining facilities.

The position provides operational oversight to the Head Chef and Head of Housekeeping and ensures that hospitality services effectively support Mpala’s research, training, and conservation activities.

Key Responsibilities

• Coordinate day-to-day accommodation and dining services for all guests, ensuring high standards of comfort and service.
• Serve as the main point of contact for in house guests, visitors, and partners, handling inquiries and resolving issues promptly.
• Supervise and provide operational guidance to the Head Chef and Head of Housekeeping.
• Oversee meal planning, dining operations, and special dietary requirements.
• Ensure service, hygiene, safety, and environmental standards are maintained in all hospitality areas.
• Support hospitality services for meetings, trainings, workshops, and special events.
• Maintain accurate records of occupancy, guest feedback, service issues, and operational reports.
• Conduct regular inspections of guest rooms, kitchen, common dining areas, and public areas to ensure quality standards.
• Coordinate staff schedules, duty rosters, and workflows to meet operational needs.
• Liaise with other Mpala teams (Research, People & Culture, Infrastructure, Security) to ensure hospitality services support institutional objectives.
• Identify areas for improvement in guest services and propose solutions to management.
• Oversee inventory management for hospitality supplies and monitor costs.
• Foster a positive, professional, and service-oriented culture among hospitality staff.

Qualifications, Skills and Experience Required

• Diploma or Degree in Hospitality, Tourism, Business Administration, or related field
• At least three (3) years’ experience in hospitality or institutional facilities overseeing Front Office, Housekeeping or Catering Sections.
• Experience in a remote or lodge environment is an added advantage
• Good communication skills and a clear service mindset.
• Ability to work shifts, including weekends and public holidays, as required.
• Basic stock control, reporting skills and proficiency in using MS Office (comfort using spreadsheets is an advantage).
• Demonstrated ability to lead a team and resolve guest issues professionally.