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Role Summary The Assistant Lodge Manager supports the General Manager and Lodge Manager in overseeing the daily operations of the lodge to ensure smooth and efficient functioning of all departments. The primary focus of this role is delivering and maintaining an exceptional guest experience, ensuring every guest receives personalized, attentive service that exceeds expectations and reflects the luxury standards. The Assistant Lodge Manager plays a key leadership role in coordinating lodge operations, supporting staff development, maintaining operational standards, and ensuring that every guest interaction contributes to memorable and meaningful experiences. Key Responsibilities Guest Experience · Ensure exceptional guest service and satisfaction at all times. · Personally welcome arriving guests and engage with guests daily. · Ensure all guest requests and special arrangements are fulfilled efficiently. · Manage guest feedback and resolve complaints promptly and professionally. · Build strong guest relationships to encourage repeat visits. Operations Management · Oversee the daily operations of the lodge to ensure seamless service delivery. · Coordinate activities between departments, including housekeeping, maintenance, food & beverage, and guiding teams. · Ensure lodge facilities, guest areas, and public spaces meet 5-star standards at all times. · Monitor inventory and support procurement processes. Staff Leadership & Development · Provide mentorship and guidance to Front-of-House staff. · Conduct performance reviews and ongoing staff training. · Foster a professional, respectful, and motivated working environment. · Support HR processes, including staff development and discipline where required. Food & Beverage Oversight · Ensure consistent service standards during breakfast, lunch, and dinner. · Monitor food quality, presentation, and guest dietary requirements. · Conduct daily service briefings and debriefings. Quality & Compliance · Conduct daily lodge inspections to maintain luxury standards. · Implement and maintain Standard Operating Procedures (SOPs). · Support sustainability and eco-friendly practices in operations. Strategic Contribution · Contribute to continuous improvement of lodge operations. · Implement innovative ideas to enhance guest experiences and lodge offerings. · Support long-term operational goals and service excellence initiatives. Qualifications Diploma or Degree in: Hospitality Management Tourism Management Business Administration (advantageous) Additional certifications in Food & Beverage ; Front Office ; or Housekeeping are beneficial First Aid certification (advantageous, often required in remote lodges) Experience Minimum 2–4 years’ experience in a similar role within a 4★ or 5★ lodge, hotel, or resort Strong background in: Front Office / Guest Relations Housekeeping supervision Food & Beverage operations Experience in remote or bush environments (highly advantageous) Skills & Competencies Excellent leadership and team management skills Strong guest service & hosting ability (very important in lodges) Good problem-solving and decision-making skills Solid administration and reporting ability Financial understanding (budgets, stock control, cost management) High attention to detail and operational standards Ability to work under pressure and in a hands-on environment Technical Skills Proficiency in: Property Management Systems (e.g. Opera, NightsBridge, ResRequest) Microsoft Office (Word, Excel, Outlook) Understanding of reservation systems and booking platforms Personal Attributes Friendly; well-presented, and professional Passion for hospitality and guest experience Flexible and adaptable (long hours, weekends, bush living) Strong communication skills (verbal & written) High level of integrity and reliability Ability to live on-site in a remote location Additional Requirements Valid driver’s license (often required for lodge operations) Willingness to work 6 weeks on / 2 weeks off or similar cycles No dependents or pets (common requirement for remote lodges) South African work permit / eligibility (if applicable) Package and benefits • Provident Fund – Old Mutual • Partial medical aid contribution • Uniform provided • Opportunities for training and professional growth
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