Job Summary
This business is built, almost entirely, on the strength of remarkable people who give passionately to their roles, work tirelessly, and have the guest experience at the core of their focus daily and care of the sustainability of our communities and environment. Every single employee makes a huge difference to our success and our contribution to the world, regardless of their role or function. For this reason, we choose individuals very carefully – they are the strength and the future of this business.
KEY OUTPUTS
- Overall management of the Lodge operations and staff
- Responsible for ensuring high standards of service excellence and guest delight is maintained
- Support to General Manager in setting and executing on all operational plans and strategies to be determined for the lodge
- Provide disciplined and inspirational leadership to the Lodge team as well as effective management to ensure highest levels of productivity and service excellence
- Ensure daily interaction and communications with in-house guests so to lead and develop a guest centric hospitality culture
- Identify staff talent and create plans and opportunities for staff retention, development and growth
- Ensure company values are actively engaged and nurtured within staff teams
- Assist General Manager to draft annual business plans for the Lodge for each financial year and then oversee implementation thereof within specified time frames and budgets
- Assist General Manager to draft annual business budgets for the Lodge for each financial year and then oversee implementation thereof within specified time frames and budgets
- Ensure all group internal financial controls and systems are in place and strictly adhered to within the Lodge
- Overall responsibility for all human resources in the lodge
- Create annual and monthly training plans for all departments and structure external training and exchanges with other lodges / regions where possible
- Place and monitor of all lodge operational stock orders and oversee procurement function between the BuyDesign team and the Lodge
- Create strategies to enhance guest delight and service excellence. Ensure plan is implemented and managed throughout the year
- Work with Executive Chef to ensure menu and food are aligned to lodge quality standards and requisite guest food scores and food budgets are being met and monitored
- Work directly with the Assistant Managers, Head Ranger, camp managers and respective Departmental Managers to ensure the Lodge and service standards are maintained at all times and ensure costs and budgets are managed and not exceeded in order to meet regional goals
- Daily meeting with the management team and Heads of Department to discuss the daily plan, including arrivals, departures, maintenance, food, special requests, bush banqueting
- Over and above daily hosting of guests ensure you host all Agents, Media and VIP Groups
- Oversee the maintenance and development of the Lodge related infrastructure
- Co-operation and collaboration with the Game Reserve Conservation management teams
- Co-operation and collaboration with Ranger Training Team
- Ensure effective co-operation, collaboration and support with / to the South Lodge teams
- Manage collaboration efforts with Airwing, Ground-Handling and Adventures teams
- Ensure all health and safety compliance standards, including management of the company’s Covid 19 Protocols, are met and / or exceeded and that all necessary functions in this regard are realised
- Oversee safety and security of all guests, lodge staff and company assets
- Oversee Lodge conservation and sustainability efforts
- Ensure all health and safety and risk protocols are met and maintained
KNOWLEDGE REQUIRED (QUALIFICATIONS OR TRAINING PROGRAMS)
- At least 3 years relevant experience in a 5-Star operation
- Some form of managerial training
- Company Knowledge
- Valid unendorsed SA driver’s license essential
SKILLS REQUIRED
- Communication skills – with guests and fellow staff members
- Lateral thinking ability
- Initiative
- Professional, courteous, hospitable to guests
- Must be able to cope under pressure to meet guests needs
- Leadership
- Honest, have good integrity, proactive and driven person who has career ambitions
- Good interpersonal skills
- Passion for guest delight
- Attention to detail
PREVIOUS WORK EXPERIENCE REQUIRED
- Experience in the service industry especially in dealing with guests and staff
- Lodge Management and previous camp manager / safari host experience an advantage
Previous experience in working with kids an advantage
