06 Feb 2025

Set in the north eastern side of the Okavango Panhandle in NG 22 is Vumbura Camp, a five-star luxury camp operated by Wilderness Safari Company.

The concession has been leased to the company by the Okavango Community Trust.

The facility, which sits on an island, is unique and busy all year round because it offers water-based activities allowing guests to connect easily with nature.

The facility prides itself with exceptional customer service which also earned it recognition globally and won an Elite Traveler Top 100 Suites Award in the world early last year, recognising it for its unique and luxurious designs.

“For those seeking an immersive and wild experience and at the same time keeping things simple and yet comfortable, Vumbura Camp is the place providing top-notch service. Come and dine with us in a relaxed atmosphere”, said the camp relief manager, Ms Obone Baitseng, in an interview.

The facility, situated towards a perenial lagoon, has eight tented units of which two are family units and the facility could accommodate 20 people in total.

Ms Baitseng attested that the camp has won several awards because of its exclusiveness coupled with excellent customer service, which she said was the key for lasting success in the hospitality industry.

In 2018, the camp was declared the winner of best safari property location as well as the best safari property design.

The camp has an open sided longue decorated with locally made beautiful baskets, dining areas, a viewing deck and a fire pit.

However, guests, she said, needed to be provided with a memorable and satisfying experience and that is exactly what the camp was offering.

Ms Baitseng further noted that customer satisfaction played a crucial role in the industry, noting that it had a direct impact on reputation, referrals and brand image.

Excellent customer service, she said, was not just about meeting guests’ needs, it was also about exceeding their expectations and leaving a lasting positive impression.

“We are striving hard to go beyond our customers’ expectation,” she said.

Since the camp opened in 2005, Ms Baitseng said they ensured that the service culture was inculcated deep down into the system indicating that the staff clearly understands that they could thrive on the foundation of exceptional customer service.

She was of the view that an empowered staff delivers exceptional quality service and also creates a welcoming environment that kept customers coming back for more, acknowledging that her staff is striving to maintain consistency in service delivery.

She also appreciated the awards saying they have motivated them to go an extra mile hence they continue to receive more international clientele especially during the peak season adding that 50 per cent of their clientele were from America.

During low peak season, she said they received influx of locals who come to appreciate the beauty of the Okavango Delta.

“We offer a wide range of special activities such as night safari drives, bush dinners, sundowners in which our guests appreciate sightings of the concession’s nocturnal species including the pangolin, wild dogs and leopards and thus make their experience more memorable,” she emphasised.

Other activities offered include boat cruising where guests explore the waterways of the concession and also guided safari walks in the company of a knowledgeable and experienced guide.

Ms Baitseng further noted that to empower and motivate staff, they have allowed them to utilise the resources in their surrounding noting that the majority of women were weaving baskets, which they sold to tourists visiting the camp.

However, she challenged those aspiring to work in the safari business to be passionate about nature saying the job could be thrilling and challenging if one did not  not love the wilderness.

The job, she said, requires someone with a wide scope of knowledge, who could translate the natural areas and offer best safari experience. ENDS