Position Overview

The Assistant General Manager will manage daily operations across all lodge departments, supporting the General Manager to ensure high service standards, operational efficiency, team development, and overall lodge performance. The role involves overseeing systems, processes, and standards to guarantee guests receive safe, high-quality, and personalised experiences.

Key Responsibilities

Guest Experience & Service Standards

• Manage the guest journey from arrival to departure.
  

• Maintain and enforce policies, processes, and service standards.
  

• Ensure immediate response to guest service requests.
  

• Oversee 5-star service standards across all departments.
  

• Handle VIP guests and complaints when on duty, escalating as required.
  

• Coordinate external guest activities such as hot air balloon or helicopter rides.
  

Lodge Operations Management

• Support the General Manager in implementing and monitoring operational plans.
  

• Oversee daily operations across departments including Housekeeping, Food & Beverage, Front Office, Laundry, and Maintenance.
  

• Lead daily management meetings and handovers.
  

• Ensure SOPs are followed and recommend improvements.
  

• Coordinate with Reservations for guest arrivals, departures, and special requirements.
  

Financial Management

• Assist in preparing annual budgets and monitor departmental spending.
  

• Ensure approved expenses remain within budget.
  

• Manage petty cash and financial reconciliations on-site.
  

• Monitor stock usage, par levels, and equipment consumption.
  

• Support revenue optimisation through up-selling and cross-selling opportunities.
  

People Leadership & HR Oversight

• Manage staff schedules and ensure adequate staffing during shifts.
  

• Provide on-the-job training and support for lodge teams.
  

• Assist with recruitment, onboarding, and staff development.
  

• Conduct minor disciplinary processes and counselling in the GM’s absence.
  

• Ensure staff are professionally presented and adhere to uniform standards.
  

Health, Safety & Compliance

• Ensure compliance with health, safety, labour, and environmental regulations.
  

• Maintain emergency response readiness.
  

• Enforce safety and security measures to protect staff and guests.
  

Maintenance Oversight

• Collaborate with the Maintenance Manager to maintain lodge infrastructure.
  

• Address urgent equipment or infrastructure failures.
  

• Support upkeep of all lodge areas including gardens and pools.
  

Systems, Technology & Infrastructure

• Implement and maintain lodge management and reporting systems.
  

• Utilise operational software to facilitate bookings and guest stays.
  

• Propose and implement solutions to improve efficiency and service delivery.
  

Reporting & Communication

• Submit operational and financial reports to the General Operations Manager.
  

• Report guest complaints, risks, or incidents according to SOPs.
  

• Maintain effective communication across all lodge departments.
  

Additional Duties

• Perform other duties as assigned to support overall lodge operations.
  

Minimum Requirements

• Diploma or degree in Hospitality Management or related field.
  

• Minimum 5 years in a senior management role within a lodge or luxury hospitality setting.
  

• Strong knowledge of lodge departments (F&B, Housekeeping, Front Office, Maintenance).
  

• Financial literacy, budgeting, and cost control experience.
  

• Strong leadership, team management, and problem-solving skills.
  

• Excellent guest service and communication abilities.
  

• Computer literate (MS Office, PMS & POS systems).
  

• Familiarity with lodge management systems (e.g. ResRequest, Semper, PANstrat).
  

• Fluent in English; other local languages advantageous.
  

• Valid driver’s licence and ability to work flexible shifts.
  

• Live-in required.
  

Core Competencies

• Strategic thinking with operational focus.
  

• Strong interpersonal and leadership presence.
  

• Financial acumen and decision-making skills.
  

• Calm under pressure and solution-oriented.
  

• Passion for hospitality, people, and the natural environment.
  

• Cultural sensitivity and inclusiveness.
  

• Exceptional attention to detail and organisational discipline.
  

Working Conditions

• Lodge-based role with on-site accommodation provided.
  

• Required to work shifts, weekends, and public holidays.
  

• Remote area with limited access to town facilities.
  

Package

• Salary: R18,000, negotiable depending on experience.
  

• Accommodation: Live-in provided.