Lodge Manager

• Be a visible and hands-on host, meeting and engaging with guests daily to ensure a personalized and unforgettable stay.

• Maintain the established standards of guest care, guest delight, and guest feedback management, always turning guest comments into opportunities for improvement.

• Respond promptly and graciously to all guest queries, complaints, and special requests; use all feedback as a learning platform.

• Act as the primary contact for high-profile guests, VIPs, travel agents, and media visits as required.

• Conduct regular guest briefings and ensure all activities and experiences run seamlessly.

• Take full responsibility for all lodge operations in the absence of the General Manager.

• Ensure consistent communication and alignment with all other lodge departments - food & beverage, housekeeping, guiding, guest relations, and maintenance - to ensure seamless service delivery.

• Ensure departmental procedures and service standards are current and in line with company SOPs and guest expectations.

• Maintain cleanliness, orderliness, and presentation of the lodge at all times.

• Lead, mentor, and motivate the guest services team, setting clear goals and performance expectations.

• Develop and support talent, including identifying and training team members for career growth.

• Conduct regular performance reviews, ensuring transparent communication, two-way feedback, and follow up on agreed personal development plans.

• Foster a collaborative and inclusive culture across all lodge departments.

• Support accurate financial processes, including daily expenditure control, stock control, ordering, and stock-take processes.

• Monitor guest services costs and recommend efficiencies without compromising guest satisfaction.

• Adhere to par stock levels and manage supplier relations for guest service products.

• Maintain adherence to all company health, safety, and sustainability policies including fire, hygiene, and HACCP.

• Ensure full team compliance with the companys sustainability initiatives around water, waste, energy, and local partnerships.

• Implement and follow all HR policies and procedures, including roster management, leave, overtime, and discipline.

• Attend regular management meetings to report on guest feedback, lodge service performance, and staff development.

• Prepare timely and accurate reports for the General Manager and the support office, as required.

• Minimum of 3-5 years experience in a senior lodge management or guest services role in a 5-star safari or boutique hotel environment.

• Proven track record in delivering exceptional guest experiences.

• Strong leadership and interpersonal skills - a natural motivator and team player.

• Excellent communication skills, both written and verbal.

• High level of professionalism, emotional maturity, and flexibility.

• Organized, with exceptional attention to detail and problem-solving skills.

• Solid knowledge of lodge operations and luxury guest expectations.

• Valid drivers license and own transport are essential.

• Computer literate (MS Office Suite) and familiar with property management systems.

• Excellent attention to detail.

• Guest focus philosophy, living the company brand and driving the companys experience.

• Excellent communication skills (written and verbal), practicing honest communication.

• Team player with positive attitude, enthusiasm, and emotional control.

• Excellent time management and self-discipline, interpersonal & solution-seeking skills.

• Proactive, use initiative and creative flair when required.

• Committed and loyal, adaptable, and flexible.

• Must work accurately under pressure.

• People skills tolerance, patience, and care, ability to receive constructive feedback openly.

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