Job Summary
KEY OUTPUTS
Managerial
- Overall responsibility for the effective management on all levels
- Overall management of all operational management at the Tented Camp and direct support to the Management Team including Security, Chefs and Guiding Team
- Development, Training and relief schedules of all direct reports management
- Overall responsibility for all permanent and seasonal staff at KTTC and the creating of an environment of learning and development within the company values
- Overall communication between General Management, HOD’s and general staff departments through all levels
- Managing HR issues and industrial relations procedures
- Managing the Tented Camp in absence of General and Assistant General Manager
Financial
- Assisting in creation of lodge budget in conjunction with the General Manager and Lodge accountant
- Active management of stocks in the Camp such as crockery and cutlers, linen, operational items, spa stocks and safari shop stocks
- Create an environment of care for equipment, saving and sustainability
Operational
- Management of all Guests areas and exceeding of guest expectations
- Overall accountability of following up on all maintenance in ALL front of house areas
- Overall accountability to live the company behaviours and implement a culture of care and learning
- Daily, monthly and weekly training of Housekeeping, Butlers, Cleaners etc.
- Daily, monthly and weekly training of all Service departments within company standards
- Assist with daily hosting during mealtimes, welcome, check in etc.
- Coordinating of reception for day sheets, reservations, VIPs, special requests and guest movements
- Assist with daily/weekly/monthly departmental meetings
- Provide support and guidance to the Head Housekeeper with Rooms checks, room maintenance and upkeep of company standard in the rooms
- Provide support and guidance to F&B Supervisor and Service Teams with Main area checks and upkeep of company standards in service
- Implementing and follow up on Development plan and performance management of F&B Supervisor and Lodge Staff
- Coordinate and actively oversee the exceeding of guest expectations and guest delights
- Overall accountability for Leave cycles of Service staff, Reception and Safari Shop
- Daily and weekly meetings with Assistant GM and GM for smooth operations and updates at the Camp
- Daily and weekly feedback to Reservations on Agents, bookings etc.
- Implementing of new standards, equipment and active participation into the company culture
- Implementing of Fox Browne feedback, regional feedback and adhere to the company standards at all times
- Creating an environment where the company Golden Thread is continuously met and visible throughout the daily functioning of the lodge
Values
- Active recognition of employees
- Drive and support company life initiatives
- Drive sustainability initiatives and clean ups
- Drive and support community development projects in conjunction with the Africa Foundation
- Implement annual and monthly training plan in conjunction with the General Manager for all front of house departments, structure external training and exchanges with other lodges where possible
- Maintain and implement skills development plan in line with the General Managers vision
Guests
- Supporting F&B Supervisor in hosting all agents and single guests
- Responsibility to deal with guest complaints and anticipation of guest needs to exceed the guest experience
- Make sure standards are met for an extraordinary guest experience
- Oversee feedback to agents, other lodges, reservations etc.
SKILLS REQUIRED
- Energetic, proactive person with well-developed concept of the importance of providing a world-class guest experience and the ability to provide that experience
- Aware, evolved, energetic, compassionate, respectable and a strong leader
- Lateral thinking ability
- Initiative
- Must be able to cope under pressure to meet guests needs
- Excellent interpersonal and communication skills with staff and guests
- Attention to detail
- Diligence and self-motivation to meet deadlines
- Willingness/ability to share information, teach and inspire others
- Very strong administrative skills
- Basic Computer and financial skills
PREVIOUS WORK EXPERIENCE REQUIRED
- Experience in the service industry especially in dealing with guests and staff
At least 3 years’ experience as an operations manager, in a similar environment
