Group Representative Officer

Job Overview The Group Representative Officer is responsible for coordinating and managing all group-related guest experiences within the conference and events department of a luxury 5-star game lodge. The role ensures seamless execution of conferences, incentives, corporate retreats, weddings, and group safari experiences while delivering exceptional guest service standards. Duties and Responsibilities Group & Guest Coordination Welcome and host conference, incentive, and group guests upon arrival Act as the primary contact person for all group-related requirements during their stay Coordinate group check-ins and check-outs efficiently Conduct lodge orientations and briefing sessions for groups Ensure all guest itineraries and schedules run smoothly Manage VIP guests and special requests professionally Conference & Events Operations Coordinate conference and event logistics with operational departments Ensure conference venues are prepared according to event requirements Liaise with Food & Beverage teams regarding functions, dining schedules, and special arrangements Assist with setup and coordination of: Conferences Weddings Team-building events Corporate functions Gala dinners Safari activities Monitor event execution to ensure 5-star service delivery Handle last-minute operational changes and guest requests Reservations & Administration Confirm group rooming lists and accommodation allocations Ensure all booking details and guest information are accurate Assist with preparing: Function sheets Event schedules Guest itineraries Arrival and departure reports Coordinate transport, transfers, and activity bookings Maintain communication with travel agents, tour operators, and corporate clients Assist with billing queries and group account reconciliation Guest Experience & Service Excellence Deliver personalised guest service at all times Anticipate guest needs and exceed expectations Handle guest complaints and resolve issues promptly and professionally Ensure smooth communication between guests and lodge departments Conduct follow-ups to ensure guest satisfaction throughout the stay Interdepartmental Coordination Liaise daily with: Front Office Housekeeping Food & Beverage Safari Operations Spa Maintenance Reservations Ensure departments are fully informed of group requirements and event schedules Coordinate room readiness and special setup requests Sales & Revenue Support Promote lodge facilities, activities, and upgrades Upsell safari experiences, spa treatments, and special packages Assist with maintaining strong client and agent relationships Support repeat business and guest loyalty initiatives Qualifications and Requirements Grade 12 / Matric Diploma or Degree in: Hospitality Management Tourism Management Events Management Hotel Management Previous experience in: Luxury hospitality Conference & Events Front Office Guest Relations Reservations Experience within a 4-star or 5-star lodge or hotel environment preferred Strong knowledge of conference and event operations Proficiency in hospitality and reservation systems such as: OPERA NightsBridge SEMPER Protel Microsoft Office Excellent communication and interpersonal skills Strong organisational and multitasking abilities Ability to work under pressure and manage multiple groups simultaneously Professional presentation and guest-focused attitude Ability to work flexible hours, weekends, and public holidays Valid driver’s licence advantageous Key Competencies Exceptional guest service skills Attention to detail Problem-solving abilities Teamwork and collaboration Time management Professional communication Event coordination skills Conflict resolution abilities Ability to work in a fast-paced luxury hospitality environment Strong administrative and organisational skills