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Job Summary
Position Overview The Assistant Lodge Manager supports the Lodge Manager in overseeing the daily operations of the lodge, ensuring exceptional guest experiences, operational efficiency, and compliance with the lodge's 5-star standards. The role requires a hands-on leader who can manage multiple departments, motivate staff, maintain service excellence, and ensure the smooth running of all lodge operations. Key Duties & Responsibilities Lodge Operations Assist in the overall management of the lodge's daily operations. Ensure all departments operate efficiently and in accordance with company standards. Act as Duty Manager when required. Monitor and maintain 5-star service standards throughout the lodge. Conduct daily operational meetings and departmental briefings. Coordinate communication between departments to ensure seamless guest service. Assist with planning and implementing operational improvements. Ensure all lodge facilities are well maintained and operational. Guest Relations Welcome and engage with guests upon arrival and during their stay. Ensure guests receive personalised, memorable service. Handle guest complaints promptly, professionally, and effectively. Coordinate special occasions, celebrations, honeymoon packages, and VIP experiences. Monitor guest feedback and implement improvements where necessary. Build strong relationships with repeat guests and travel partners. Ensure guest satisfaction targets are consistently achieved. Staff Management Supervise and support departmental managers and supervisors. Lead; motivate, coach, and mentor employees. Conduct staff training and development. Assist with recruitment, onboarding, and performance management. Ensure staff adhere to company policies, grooming standards, and service expectations. Prepare staff rosters and manage attendance where required. Foster a positive and productive working environment. Food & Beverage Oversight Work closely with the Executive Chef and Food & Beverage team. Ensure exceptional dining experiences. Monitor restaurant, bar, and boma service standards. Assist with menu planning and special events. Ensure compliance with food safety and hygiene regulations. Monitor beverage and stock controls. Housekeeping & Maintenance Ensure guest rooms and public areas meet luxury cleanliness standards. Coordinate with housekeeping to maintain room readiness. Monitor preventative maintenance schedules. Report maintenance issues and ensure timely resolution. Conduct routine inspections of lodge facilities and equipment. Financial & Administrative Responsibilities Assist with departmental budgeting and cost control. Monitor daily revenue and expenditure. Control stock levels and reduce wastage. Approve departmental requisitions where authorised. Prepare operational reports for senior management. Assist with payroll information and staff timesheets. Ensure compliance with company financial procedures. Health; Safety & Compliance Ensure compliance with occupational health and safety regulations. Maintain emergency response procedures. Conduct safety inspections. Ensure food safety and hygiene standards are maintained. Ensure staff comply with company policies and legal requirements. Promote responsible tourism and environmental sustainability initiatives. Reservations & Front Office Support Assist with reservations and guest check-in/check-out procedures. Ensure reservation accuracy and effective room allocation. Liaise with the reservations team regarding guest requirements. Coordinate VIP arrivals and special requests. Conservation & Guest Activities Support the coordination of safari activities and guest excursions. Ensure guest activities operate safely and efficiently. Promote environmental awareness and conservation initiatives. Ensure guests receive accurate information regarding lodge activities. Minimum Qualifications Diploma or Degree in: Hospitality Management Hotel Management Tourism Management Business Management or related field Experience Required Minimum 3–5 years' management or supervisory experience within a luxury 5-star game lodge, safari lodge, boutique hotel, or resort. Previous experience in Front Office, Food & Beverage, Guest Relations, or Lodge Operations. Experience managing multiple hospitality departments. Proven leadership and people management experience. Experience using hospitality property management systems (e.g. NightsBridge, Semper, Opera, Protel or similar) is advantageous.
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