Front Desk & Reservations Specialist Jobs – Ngonzi Crater Escape

Job Title:  Front Desk & Reservations Specialist (with Social Media Duties)

Organisation: Ngonzi Crater Escape

Duty Station: Bunyangabu, Uganda

About Organisation:

Ngonzi Crater Escape is a boutique luxury lodge located on Fort Portal Kasese Road, 40km from Queen Elizabeth National Park. The Lodge is committed to delivering exceptional guest experiences through high-quality cuisine, creativity, and consistent service excellence.

Job Summary:   We are seeking a polished, multi-skilled Front Desk & Reservations Specialist who will also support our social media presence to maximize direct bookings and enhance guest satisfaction.

Key Duties and Responsibilities:

• Front Desk & Reception
• Welcome guests warmly upon arrival and manage efficient check-in and check-out processes.
• Assign rooms, issue entrance codes, and explain lodge facilities, amenities, and policies to guests.
• Handle guest inquiries, requests, and complaints professionally and promptly.
• Process payments, invoices, and billing for accommodation and additional services (restaurant, tours, etc.).
• Maintain accurate guest records, folios, and daily reports in the Hotel Management System (HMS).
• Coordinate with housekeeping, maintenance, and other departments to ensure seamless guest experiences.
• Answer and direct telephone calls, provide wake-up calls, and handle guest messaging (WhatsApp, email, etc.).
• Reservations
• Manage room reservations received via phone, email, website, OTAs (Booking.com, Expedia), and walk-ins.
• Enter, amend, and cancel bookings accurately in the PMS, ensuring correct rates, packages, and special requests.
• Respond to all reservation inquiries within 24 hours with professional, courteous communication.
• Upsell room upgrades, packages, and add-ons (e.g., airport transfers, guided tours, dining experiences).
• Maintain knowledge of room types, rates, promotions, and seasonal offers to maximize occupancy and revenue.
• Prepare daily arrival lists, expected departures, and no-show reports for front office use.
• Handle group bookings, rooming lists, and coordination with the sales team for conferences and events.
• Social Media & Digital Presence
• Manage the lodge’s social media accounts (Instagram, Facebook, Tik Tok, LinkedIn) with regular, engaging content.
• Create and schedule posts, reels, stories, and photos showcasing the lodge’s facilities, guest experiences, and local attractions.
• Respond to guest comments, messages, and reviews on social media and travel platforms (TripAdvisor, Google Reviews).
• Support the marketing team with content creation for campaigns, promotions, and special events.
• Monitor social media trends, competitor activity, and platform updates to keep content fresh and relevant.
• Track engagement metrics (likes, shares, comments, reach) and provide monthly performance reports.
• Coordinate photo and video shoots with internal teams or external photographers/videographers.

Qualifications, Skills and Experience:

• Diploma or Degree in Hotel Management, Tourism, Hospitality, Business Administration, or a related field.
• At least 1–2 years’ experience in a front office, reservations, or guest relations role, preferably in a lodge, hotel, or resort setting.
• Proficiency in OTA booking platforms.
• Demonstrated experience managing social media platforms (Instagram, Facebook, Tik Tok) for a business or brand.
• Excellent verbal and written communication skills in English.
• Strong organizational skills, attention to detail, and a professional appearance and demeanor.
• A genuine passion for hospitality and guest service.
• Ability to work flexible hours, including weekends and public holidays.

Key Competencies

• Guest-focused mindset with a warm, welcoming manner.
• Ability to multitask and stay composed under pressure.
• Basic photography, videography, and content creation skills.
• Strong teamwork and cross-department collaboration.

How to Apply:

Interested candidates should send their CV, cover letter, and academic documents to: Email: Apply by Email

Inquiries: +256 774 383 076

Deadline: 21st September 2026

NB: Female candidates and all Nationalities are encouraged to apply. Only shortlisted candidates will be contacted.

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