Front Officer at Nyungwe Management Company Ltd: (Deadline 11 April 2025)

Front Officer at Nyungwe Management Company Ltd: (Deadline 11 April 2025)

NYUNGWE NATIONAL PARK VACANCY ANNOUNCEMENT

Nyungwe Management Company Ltd (NMC Ltd) was created by the management agreement between the Government of Rwanda (through RDB) and African Parks Network, to manage Nyungwe National Park for 20 years starting from October 2020. NMC Ltd is seeking to recruit suitable candidates to fill different positions for Munazi Lodge in Nyungwe National Park (see the list below). The candidates must be Rwandan, technically skilled with good problem-solving ability, enthusiastic, motivated, reliable, and able to execute tasks independently.

JOB TITLE: Front Officer (1)

RERORTING TO: Front office Supervisor

SCOPE OF THE JOB

Scope of work for a receptionist involves a combination of administrative duties, customer service, communication, and support tasks aimed at ensuring a seamless and positive experience for guests, clients, or visitors. The receptionist is a key part of the team, often acting as the face of the organization and playing a critical role in managing the front-line operations.

• Greeting and Welcoming: Greet guests, visitors, or clients with a warm, friendly, and professional demeanor, making them feel welcome upon arrival.
• Checking in Guests: In a lodge setting (e.g., hotels), the receptionist checks in guests, verifies reservations, provides room keys, and explains lodge amenities and policies.
• Providing Information: Offer information about the establishment, including services, facilities, or directions to local attractions. In an office setting, provide information about the business and services offered.
• Handling Complaints or Requests: Listen to guest or client concerns, address issues or escalate them to the appropriate departments, and respond to requests (e.g., wake-up calls, reservations, transport arrangements).
• Booking and Managing Reservations: For hotels or restaurants, manage room bookings or restaurant reservations, update the booking system, and coordinate with other departments (housekeeping, food & beverage) to ensure a smooth guest experience.
• Confirmations and Cancellations: Send reservation confirmations to guests or clients and handle cancellations or rescheduling requests.
• Telephone Reception: Answer incoming calls promptly and professionally, directing them to the appropriate department or individual within the organization.
• Taking Messages: Record messages for individuals who are unavailable and ensure that messages are delivered in a timely manner.
• Handling Inquiries: Provide basic information or address simple inquiries over the phone about services, availability, pricing, or policies.
• Data Entry and Record Keeping: Enter guest or visitor information into the system, maintain accurate records of bookings, appointments, or customer preferences.
• Filing and Organizing: Organize documents and files, including reservations, check-in forms, or client files, to ensure that they are easily accessible when needed.
• Handling Mail: Sort and distribute incoming mail or packages to the appropriate departments or individuals.
• Invoicing and Billing: In a hospitality setting, process payments for room bookings, food, beverages, or other services. This may involve handling cash, credit cards, or processing online payments.
• Balancing Cash Drawer: For receptionists involved in financial transactions, they are often responsible for balancing their cash drawer or ensuring the accuracy of payments received.
• Monitoring Security: In some settings, receptionists may be responsible for security-related tasks, such as issuing visitor badges or access passes, monitoring surveillance systems, or ensuring that guests adhere to safety protocols.
• Managing Access to Facilities: Ensure that only authorized personnel or visitors have access to certain areas of the building or establishment, maintaining privacy and security.
• Coordinating with Other Departments: Communicate guest needs or requests to relevant departments, such as housekeeping, maintenance, or the food and beverage team. This ensures that guests receive timely and appropriate service.
• Maintaining Internal Communication: Keep colleagues and management informed about guest issues, important appointments, or any developments that might require their attention.
• Making Arrangements: Assist guests or clients with special requests, such as booking transportation, arranging wake-up calls, recommending local attractions, or coordinating meeting space for conferences or events.
• Managing Guest Complaints: Address guest complaints in a professional manner, resolve issues as much as possible, or escalate matters to the appropriate manager if needed.
• Responding to Emergencies: Be prepared to handle emergencies, including medical incidents, fire alarms, or security breaches, by following established procedures and ensuring the safety and well-being of guests and staff.
• Evacuation Procedures: Ensure guests are aware of evacuation routes and protocols in case of emergencies.

KNOWLEDGE AND SKILLS

Minimum Education and Qualification

Required

• Bachelor degree or Advanced Diploma A1 or Graduate’s Degree in Hotel and restaurant management/ Tour and travel management,
• Experience 3years minimum in front office operations.
• Demonstrated leadership and problem-solving skills.
• Has an eye on continuous improvement.
• Competent in English or French (both would be an advantage)
• Rwandan Nationality
• Excellent Communication Skills: Clear and friendly verbal communication, both in person and on the phone, is essential for interacting with guests or clients.
• Customer Service Orientation: A positive attitude and willingness to help guests and clients is key to ensuring a pleasant experience.
• Attention to Detail: Ensuring accuracy in booking details, billing, and guest information.
• Problem-Solving Skills: Being able to handle complaints, resolve issues, and find solutions quickly.
• Multitasking: The ability to manage several responsibilities simultaneously, such as answering the phone, checking in and check out guests, and coordinating with other departments.
• Basic Computer Skills: Familiarity with reservation systems, office software (such as Microsoft Office), and other tools needed for administrative tasks.
• Professionalism: A well-groomed appearance, professional demeanor, and the ability to remain calm and collected in stressful situations.

NB Applications that are not meeting the above criteria will not be considered.

Interested candidates should forward their application letter together with all relevant documents to the email address provided below no later than 24^th March 2025. The required documents should be submitted in scanned soft copies in pdf format (preferably as one document) on nmc.recruit@africanparks.org . Successful candidate will begin with an immediate effect.

Applications must include the following documents:

• Application cover letter addressed to the Park Manager
• Stating where you heard about the position and why you should be considered
• Curriculum vitae including your personal details, education level and any experience
• Name, address and telephone numbers of three (3) references
• All the documents should be in one pdf document and named after your name and position, for example: Name, Nyungwe Front Officer, 2025.

Please note that only candidates with the needed qualifications and relevant experience will be shortlisted, if you don’t hear from us within one week after submission deadline, know that you have not been shortlisted.

Done at Nyungwe National Park on 14^th March 2025

NIYIGABA Protais

Park Manager/CEO

Nyungwe Management Company