Camp Manager – Guest Services & Hospitality

July 22, 2025

KENYA | FULL TIME


By Appointment is proud to be the exclusive recruiter for Cottar’s Safari Services, a renowned luxury safari company delivering exceptional guest experiences in the heart of the Maasai Mara.

This senior leadership role is responsible for overseeing all aspects of front-of-house operations, ensuring impeccable service standards across guest relations, dining, housekeeping and wellness.


The Camp Manager acts as the primary host, leading a diverse hospitality team to deliver highly personalised, conservation-aligned experiences. Reporting directly to the Directors, the role requires a polished and culturally aware professional with proven safari hospitality experience and a deep understanding of luxury guest expectations.

Post : Camp Manager – Guest Services & Hospitality

Location:  Maasai Mara, KE

Department : Camp Management – Front of House

Reports To: Company Directors / COO (through monthly reports and scheduled meetings)

Supervises: Front Office / Guest Services, Kitchen & Bar Team, Housekeeping & Laundry, Spa & Wellness, Shop Staff, Guest Experience Personnel

Internal Contacts: All camp department heads, Nairobi HQ and fellow Camp Manager – Operations

External Contacts: Guests, agents, travel partners, local communities, media representatives


Purpose


To ensure a world-class guest experience by leading and improving standards in luxury hospitality, client service and front-facing operations in a conservation-focused environment. Uphold the company’s heritage, sustainability ethos and commitment to excellence through highly personalised service delivery.


Core Responsibilities


  • Oversee the full guest experience from arrival to departure
  • Supervise front-facing staff, training and performance reviews
  • Maintain and elevate service, housekeeping and food & beverage standards
  • Implement feedback systems and respond to guest needs proactively
  • Coordinate guest experiences, special moments and daily offerings
  • Liaise with reservations and ensure accurate guest information is shared
  • Uphold cultural, ecological and conservation values during guest interactions
  • Act as the primary host and brand ambassador for the camp


Key Deliverables


  • Monthly Guest Satisfaction Summary & Trends
  • Service Team Performance Reports
  • Incident and Complaints Register with Resolution Tracking
  • Training logs and SOP adherence for hospitality staff
  • Guest experience innovation proposals
  • Spa and shop performance reports


Experience


  • Degree or Diploma in Tourism Management or equivalent
  • Minimum 5 years (in a similar position) in safari hospitality, experience with international guests
  • Strong leadership, budgeting, problem-solving skills
  • Strong people skills

Ready to Take the Next Step?

Apply now and let us connect you with a role that aligns with your skills, experience, and career goals.

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