+2 more
Clear All Filters
Verified Ad
Job Summary
PRIVATE GAME RESERVE — SHARE BLOCK SCHEME Job Specification MEMBER SERVICES & FACILITIES MANAGER Couple Appointment — Partner Role to the General Manager Appointment type: One half of a resident couple appointment; recruited alongside, and living on-site with, the General Manager Reports to: General Manager Direct reports: Member Services team (front office, housekeeping, laundry, cleaning and shop staff) Location: Private Big 5 game reserve, Lowveld region, Limpopo Province, South Africa Package: Commensurate with experience; shared on-site housing provided as part of the couple's package Organisational Context The reserve is a privately owned Big 5 game reserve operating as a proclaimed Nature Reserve and registered Share Block company, forming part of a larger conservancy adjoining the Kruger National Park. The reserve comprises several thousand hectares of pristine wilderness, with member lodges situated along a perennial river frontage. Close to 300 Authorised Users hold exclusive access rights, and the reserve is run for and by a multi-generational ownership base who take a close personal interest in its day-to-day operation. Member services are central to the reserve's reputation. Members enjoy an extensive range of services including lodge maintenance, vehicle maintenance, cleaning, laundry, provision of firewood and a variety of ad hoc requests, delivered through the office management team and a dedicated staff complement. The Member Services & Facilities Manager sits at the heart of this member experience. Appointment Structure This position is recruited as one half of a couple appointment, in line with the established norm for reserve management roles of this nature. The reserve is seeking to appoint a General Manager and is recruiting this Member Services & Facilities Manager role as the accompanying partner position, occupied by the GM's spouse or life partner. Both roles are resident on the reserve and share on-site housing as part of a single combined package, with emphasis placed on the General Manager appointment. While the two roles are recruited together and share a household, they carry distinct responsibilities, reporting lines and performance expectations as set out below. The Member Services & Facilities Manager reports functionally to the General Manager but is accountable in their own right for the member-facing and facilities functions of the reserve. Key Purpose The Member Services & Facilities Manager is a pivotal member of the Reserve's Management Team and serves as the primary point of contact for all members. The role builds credibility, fosters strong relationships, and ensures exceptional service delivery — reinforcing the reserve's reputation as a premier private Share Block Reserve. The successful candidate will bring hospitality and member-services expertise to complement their partner's conservation and operational leadership as General Manager. Core Responsibilities 1. Performance Management Practices • Maintain clear goals and role accountability across the team. • Prepare weekly one-on-one sessions with the General Manager. • Submit bi-annual self-evaluation performance reviews (1–5 rating scale). • Respond proactively to constructive feedback from staff and members. • Promote motivation, pride and accountability within the team. • Optimise staff deployment and arrange temporary support during peak periods. • Manage leave cycles and ensure accurate data recording in the administration office. • Procure staff uniforms annually. • Perform monthly shop and fuel stocktakes and adjustments (advanced Excel skills recommended). 2. Staff Effectiveness & Service Orientation • Oversee front desk and reception operations. • Ensure member facilities are maintained to board-defined standards. • Manage member requests and feedback, ensuring timely and satisfactory resolution. • Capture and report data on bookings, servicing and menu offerings for compliance. • Monitor and manage stock levels for gas, fuel and fast-moving shop items. • Oversee job cards, invoices, arrivals/departure bookings and special requests. 3. Team Interdependencies • Align with the Financial Manager on procedures, invoice approvals and payments. • Ensure accurate data capture for financial administration (e.g. stock receipts, petty cash, fuel logs). • Manage product delivery and fee-based special requests for members. • Support the Technical Services Manager with administration for asset repairs/upgrades, including fire extinguisher maintenance. • Assist in organising key meetings and interventions (Board, regional conservancy body, guest speakers). • Coordinate motivational forums (AGM setup, festive functions, biannual board social events). • Serve as a key team member for the reserve's fundraising initiatives. 4. Shop Management • Maintain aesthetics and housekeeping standards in the members' shop. • Stock essential items for members and staff (e.g. bread, butter). • Monitor inventory and drive sales of slow-moving items via discounting. • Introduce and evolve product ranges, ensuring high-quality merchandise. 5. Membership Liaison & Credibility • Engage proactively with members via phone and in-person interactions. • Promote shop offerings and encourage uptake of specialty items. • Follow up on requests with a "surprise and delight" approach. • Ensure high housekeeping standards at the clubhouse, cottage and office complex. • Manage entry and exit permits with contractors and assist members who experience difficulty at the gate. • Manage the radio interface with members and staff. • Ensure member files are kept up to date on the company portal. • Maintain accurate user lists, updated annually for all shareholders. • Update member contact detail changes across all platforms. 6. Insurance Administration Biannually: • Liaise with the insurer and the relevant director. • Summarise and distribute collection letters to members. • Follow up to ensure timely payments to the insurer. • Invoice members for their insurance payments and follow up on outstanding amounts. Annually: • Renew insurances. • Add or remove assets from the insurance schedule as required. • Compile and submit insurance claims on behalf of members. Qualifications • Matric essential; a hospitality, business administration or office management certification/diploma is advantageous. • Advanced Excel / computer literacy strongly recommended. Experience • Proven experience in hospitality, lodge, or member-services management. • Front office and reception management, including bookings and guest/member liaison. • Staff supervision and team leadership, ideally of housekeeping, laundry and cleaning teams. • Stock control and stocktaking (shop and fuel). • Basic financial administration — invoicing, petty cash and reconciliations. • Experience working within a share block, estate, or membership-based environment is an advantage. Competencies • Strong service orientation and member-facing manner. • Excellent interpersonal, verbal and written communication skills. • Sound administrative and organisational ability. • Numeracy and basic financial/accounting literacy. • Computer literacy, including Excel-based stock and reporting systems. • Ability to motivate, lead and hold a team accountable. Personal Attributes • Personable; with excellent social skills and a genuine warmth towards people. • Diligent; with a can-do, hands-on and practical attitude. • Self-motivated; able to meet deadlines without close supervision. • Calm; unflappable and non-confrontational under pressure. • High level of integrity, discretion and confidentiality. • Collaborative team player who works closely with fellow managers. • Shows initiative, is a natural problem-solver, and pays close attention to detail. Other Considerations Given the nature of this appointment, applications are invited jointly with a partner applying for, or already appointed to, the General Manager role. Ideally, the Member Services & Facilities Manager candidate will bring accounting or administration experience, or member-services experience relevant to the hospitality industry, in support of their partner's GM application. Remuneration will be commensurate with experience and seniority, and is structured as part of the combined couple's package described above.
HotelJobs
Recruiter
Error!
Success!
You have successfully created your alert.
You will receive an email when a new job matching your criteria is posted.
Please check your email. It looks like you haven't verified your account yet. Here's what you're missing out on:
- Response from employers
- Being able to log in and update your profile
- Apply for more jobs
Didn't receive the link? Resend Verification Link