Duty Manager

Job Title Duty Manager
Reports to Operations Manager

Job Summary The Duty Manager is responsible for the overall day-to-day operation of
the lodge during assigned shifts, ensuring exceptional guest experiences,
smooth interdepartmental coordination, and adherence to five-star service
standards. This role acts as the senior operational representative on duty,
handling guest relations, staff supervision, problem resolution, and
emergency response in a remote safari environment.

Duties and
Responsibilities

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.

Core Competencies  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

Working
Environment

 Flexible working hours including weekends, public holidays, and
school holiday periods.
 Outdoor activities in varying weather conditions.
 Remote lodge environment requiring adaptability and resilience.