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Job Summary
Job Overview The Front of House Duty Manager is responsible for overseeing the daily front-of-house operations of the lodge, ensuring exceptional guest service and smooth coordination between departments. The role involves supervising reception, guest services, and lodge operations during shifts while maintaining high hospitality standards expected in a 4-star environment. The FOH Duty Manager acts as the primary point of contact for guests during their stay and ensures that all guest needs are met promptly and professionally. Key Responsibilities Guest Services Welcome and host guests upon arrival, ensuring a warm and professional check-in experience. Ensure all guests receive exceptional service throughout their stay . Handle guest requests, complaints, and special requirements promptly and effectively. Conduct lodge orientations and provide information on lodge facilities, activities, and schedules. Monitor guest satisfaction and address concerns immediately. Front Office Operations Supervise reception and front office operations during assigned shifts. Oversee check-ins, check-outs, and reservation confirmations. Ensure accurate guest billing and payment processing . Maintain guest records and ensure all information is captured correctly in the reservation system. Ensure reception areas are always clean, organised, and professional. Lodge Operations Act as the Duty Manager for the lodge ; ensuring smooth operations across departments. Coordinate with housekeeping, kitchen, maintenance, and guiding teams to ensure seamless guest experiences. Ensure lodge standards and service procedures are maintained. Conduct daily briefings with front-of-house staff. Staff Supervision Supervise and support receptionists and front-of-house staff. Assist with staff training and development to maintain high service standards. Ensure staff follow lodge policies and procedures. Assist management with staff scheduling and shift planning. Administration Maintain accurate records of guest arrivals, departures, and lodge occupancy. Assist with daily reports and operational documentation. Ensure all lodge policies and safety procedures are followed. Assist with stock control of reception and guest amenities. Health; Safety and Lodge Standards Ensure compliance with lodge health and safety procedures. Ensure front-of-house areas meet 4-star hospitality standards at all times. Monitor cleanliness and presentation of public areas. Qualifications Diploma or Certificate in Hospitality Management, Tourism Management, or Hotel Management . Additional training in Guest Relations or Front Office Management is advantageous. Experience 3–5 years experience in hospitality, preferably in a game lodge, safari lodge, or luxury hotel environment . Previous experience in front office or guest relations . Experience working in a remote lodge environment is beneficial. Key Skills Excellent guest service and hospitality skills Strong leadership and supervisory abilities Front office systems and reservations management Strong communication and interpersonal skills Problem-solving and conflict resolution Organisational and multitasking abilities Attention to detail and high service standards Personal Attributes Friendly; professional, and guest-focused Calm and confident under pressure Strong team player Ability to work flexible hours, including weekends and holidays Passion for hospitality and wildlife tourism
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