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Job Summary
Duties:Guest Experience & Relations:
Act as the primary point of contact for guests during the shift.
Ensure a seamless guest journey from arrival to departure.
Proactively engage with guests to anticipate needs and personalise service.
Handle guest feedback, complaints, and special requests with professionalism and discretion.
Ensure guest safety and comfort at all times, particularly during safari-related activities.
Operational Management:
Oversee daily lodge operations across all departments: Front Office, Housekeeping, Food & Beverage, Guiding, Maintenance.
Conduct shift handovers and daily briefings.
Monitor daily schedules, activity timings, and service delivery.
Ensure compliance with lodge SOPs, brand standards, and luxury service benchmarks.
Coordinate with Safari/Guiding teams to align guest movements and experiences.
Staff Supervision & Leadership:
Supervise staff on duty and provide guidance, support, and motivation.
Ensure correct staff appearance, conduct, and service etiquette.
Address minor disciplinary matters in line with company policies.
Support training, mentoring, and development of junior team members.
Promote a positive team culture, aligned with lodge values and service excellence.
Health, Safety & Security:
Ensure adherence to health, safety, and environmental standards, including wildlife safety protocols.
Act as the first responder during emergencies (medical, wildlife, fire, or security incidents).
Ensure incident reporting is completed accurately and timeously.
Enforce lodge safety procedures and guest briefings.
Administrative Duties:
Complete daily operational reports and handover notes.
Monitor room status, arrivals, departures, and special guest notes.
Assist with stock control, cost awareness, and basic cash handling where applicable.
Liaise with Reservations and Head Office regarding guest movements and special requirements.
Requirements:
Grade 12
A formal hospitality qualification
At least 3 – 5 years’ experience in a 5* lodge environment
Exceptional guest service orientation with strong attention to detail
Calm, professional, and solutions-driven under pressure
Strong leadership and interpersonal skills
Excellent communication skills (verbal and written)
High level of organisational and time-management ability
Problem-solving and decision-making capability
Cultural sensitivity and emotional intelligence
Ability to work long hours, weekends, and public holidays in a remote environment
Outdoor activities in varying weather conditions.
Remote lodge environment requiring adaptability and resilience
Craven Cottage CC
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