This role is for an enthusiastic and confident individual who will be the first contact many people have with Lilongwe Wildlife Trust (LWT). The individual in this role must be able to talk with accuracy and enthusiasm about the work that goes on at Lilongwe Wildlife Centre (LWC) and engage visitors about LWT’s wider mission and conservation in general. The individual must be organised and trustworthy to ensure that income is accurately accounted for when reporting to the Business Management department of LWC.

Responsibilities or duties

Front Desk Management

• Receive visitors at the front desk professionally, including taking entry payments, selling memberships and making merchandise sales.
• Answer questions about the LWC site and the work of LWT more broadly, and provide accurate information about the site, activities, operating hours, pricing, and special events.
• Answer and direct calls and email enquiries appropriately, respecting confidentiality and data protection of LWT staff and policies.
• Offer a brief orientation on site rules, eco-friendly practices, and responsible behaviour of visitors.
• Promote and sell LWC products and merchandise at reception area and maintain respective sales data.
• Oversee visual management of the reception and gift shop space.

Administrative Support

• Maintain visitor logs, visitor feedback, membership data, merchandise sales data, room booking systems, appointment schedules, M&E data and all other visitor related administration.
• Maintain the events database and support administrative tasks involved in events planning and programming.
• Handle cash on a daily basis, ensuring balances are reconciled at the end of every day, and consolidate the visitor income database weekly.
• Perform basic clerical tasks, such as filing, photocopying/printing, stationary requisitions, inventory and data entry.
• Participate in team meetings and contribute ideas that can effectively develop LWC events and visitor programming.
• Ensure all room bookings are coordinated and communicated effectively, and in time with the relevant Manager of each department.
• Record all visitor, income, product and donation details using the appropriate data collection tools and income database and ensure that this is kept up to date on a weekly basis.
• Provide a monthly report for the General Manager on all product activities and sales for the month.

Visitor Support, Marketing and Customer Care

Memberships, merchandise and events

• Manage an annual membership programme and lead on the activities and other benefits that form part of this programme.
• Take forward the development of membership products and merchandise sales strategy (as per Consultant report).
• Ensure members and visitors are kept informed of updates and events through various communications platforms.
• Address customer complaints or concerns professionally and escalate issues, as needed, to your line manager.
• Assist with events planning and programming, and other activities related to improving the overall visitor experience.
• Liaise with the Visual Arts Association of Malawi (VAAM) and other relevant departments and partners on events and visitor experience activities.

Marketing

• Work with the development and communications team to provide content and messaging to actively promote LWC events, memberships, and activities through social media and marketing, and support with the circulation and promotion of marketing materials, as delegated by the General Manager and in line with the development and communications team.
• Liaise with partners, engage with local tour operators, represent LWC at relevant expos and events, and support media opportunities (under direction from the development and communications team) to boost the visibility of LWC.

Facility Management and Security

• Respond to emergencies in a timely and effective manner, escalating and reporting issues to your line manager.
• Ensure the reception area is tidy and presentable, with all necessary stationery and materials in place.
• Monitor visitor access and ensure adherence to safety and security protocols.
• Report suspicious behaviour or incidents to management.
• Ensure all visitors are issued with a visitor badge/wristband when purchasing their tickets and that these are cross checked against tickets when the visitor leaves.
• Ensure all income is reconciled and deposited at the end of every day within the LWC safe.
• Support with other duties at LWC in case of staff shortages.
• Act as the first point of contact for donations and animal intakes.

Qualifications or requirements (e.g., education, skills)

Education and experience

• A minimum of Advanced Diploma in Hospitality or Tourism management, Marketing or Sales, Business Administration and/or management is essential. A Bachelors degree is preferred and candidates with this will be at an advantage.
• Demonstrable experience of at least three years in customer care service, preferably in a eco–tourism, hospitality or events setting and with diverse visitor profile.
• Good command of Chichewa and English.
• Proficiency in computer literacy skills (MS Office, Google docs, email, booking systems).
• Professional appearance and demeanor at all times.

Attributes

• Is mentally and physically fit;
• Is hardworking, honest, proactive and trustworthy;
• Is eager to learn and highly motivated;
• Has a high level of consistent attention to detail;
• Has good communication skills and can work in a team;
• Has a positive and helpful attitude towards customers;
• Can talk with passion about conservation, LWT and understands all of its work.

• Receive visitors at the front desk professionally, including taking entry payments, selling memberships and making merchandise sales.
• Answer questions about the LWC site and the work of LWT more broadly, and provide accurate information about the site, activities, operating hours, pricing, and special events.
• Answer and direct calls and email enquiries appropriately, respecting confidentiality and data protection of LWT staff and policies.
• Offer a brief orientation on site rules, eco-friendly practices, and responsible behaviour of visitors.
• Promote and sell LWC products and merchandise at reception area and maintain respective sales data.
• Oversee visual management of the reception and gift shop space.
• Maintain visitor logs, visitor feedback, membership data, merchandise sales data, room booking systems, appointment schedules, M&E data and all other visitor related administration.
• Maintain the events database and support administrative tasks involved in events planning and programming.
• Handle cash on a daily basis, ensuring balances are reconciled at the end of every day, and consolidate the visitor income database weekly.
• Perform basic clerical tasks, such as filing, photocopying/printing, stationary requisitions, inventory and data entry.
• Participate in team meetings and contribute ideas that can effectively develop LWC events and visitor programming.
• Ensure all room bookings are coordinated and communicated effectively, and in time with the relevant Manager of each department.
• Record all visitor, income, product and donation details using the appropriate data collection tools and income database and ensure that this is kept up to date on a weekly basis.
• Provide a monthly report for the General Manager on all product activities and sales for the month.
• Manage an annual membership programme and lead on the activities and other benefits that form part of this programme.
• Take forward the development of membership products and merchandise sales strategy (as per Consultant report).
• Ensure members and visitors are kept informed of updates and events through various communications platforms.
• Address customer complaints or concerns professionally and escalate issues, as needed, to your line manager.
• Assist with events planning and programming, and other activities related to improving the overall visitor experience.
• Liaise with the Visual Arts Association of Malawi (VAAM) and other relevant departments and partners on events and visitor experience activities.
• Work with the development and communications team to provide content and messaging to actively promote LWC events, memberships, and activities through social media and marketing, and support with the circulation and promotion of marketing materials, as delegated by the General Manager and in line with the development and communications team.
• Liaise with partners, engage with local tour operators, represent LWC at relevant expos and events, and support media opportunities (under direction from the development and communications team) to boost the visibility of LWC.
• Respond to emergencies in a timely and effective manner, escalating and reporting issues to your line manager.
• Ensure the reception area is tidy and presentable, with all necessary stationery and materials in place.
• Monitor visitor access and ensure adherence to safety and security protocols.
• Report suspicious behaviour or incidents to management.
• Ensure all visitors are issued with a visitor badge/wristband when purchasing their tickets and that these are cross checked against tickets when the visitor leaves.
• Ensure all income is reconciled and deposited at the end of every day within the LWC safe.
• Support with other duties at LWC in case of staff shortages.
• Act as the first point of contact for donations and animal intakes.

• Good command of Chichewa and English.
• Proficiency in computer literacy skills (MS Office, Google docs, email, booking systems).
• Professional appearance and demeanor at all times.
• Mentally and physically fit.
• Hardworking, honest, proactive and trustworthy.
• Eager to learn and highly motivated.
• High level of consistent attention to detail.
• Good communication skills and can work in a team.
• Positive and helpful attitude towards customers.
• Can talk with passion about conservation, LWT and understands all of its work.

• A minimum of Advanced Diploma in Hospitality or Tourism management, Marketing or Sales, Business Administration and/or management is essential. A Bachelors degree is preferred and candidates with this will be at an advantage.
• Demonstrable experience of at least three years in customer care service, preferably in a eco–tourism, hospitality or events setting and with diverse visitor profile.