Assistant General Manager

SUMMARY:
A high-end luxury lodge in the Hoedspruit area is looking for an ASSISTANT GENERAL MANAGER to assist in running their daily operations.

POSITION INFO:
The lodge is based in a wildlife reserve in the Greater Kruger region, home to diverse landscapes, abundant game, and a collection of luxury lodges. The area is known for offering exclusive safari experiences, warm hospitality, and a peaceful, nature-rich environment ideal for immersive bush living. This role supports the General Manager in coordinating service delivery, overseeing logistics, and maintaining the lodge’s high standards, culture, and brand values.

Candidate Responsibilities:

1. Guest Experience & Service Standards

• Manage and oversee the full guest journey from arrival to departure.
• Maintain and uphold 5-star service standards across all departments.
• Ensure rapid response to guest queries or service needs.
• Handle VIP guests and manage escalated complaints.
• Ensure confidentiality and security of guest information.
• Oversee meal services and coordinate external guest activities (e.g., scenic flights, bush experiences).

2. Lodge Operations Management

• Support the GM in implementing annual operational plans with guidance from senior operations leaders.
• Oversee daily departmental operations, including Housekeeping, F&B, Maintenance, Front Office, and Laundry.
• Lead daily management meetings and staff handovers.
• Ensure adherence to SOPs and contribute to their continuous improvement.
• Maintain regular communication with Reservations regarding arrivals, special requests, and guest needs.
• Support the implementation of pest-control and hygiene standards.

3. Financial Management

• Assist the GM with annual budgeting and operational planning.
• Ensure all expenditure is approved and falls within the allocated budget.
• Work with Reservations to ensure deposits, cancellations, and revenue opportunities (upsell/cross-sell) are well managed.
• Manage petty cash when on duty and ensure accurate reconciliation.
• Monitor staff attendance and ensure appropriate shift coverage.
• Oversee equipment use, stock consumption, and par-level maintenance.

4. People Leadership & HR Oversight

• Ensure adequate staffing and adjust schedules as needed.
• Provide leadership, guidance, and on-the-job training.
• Support recruitment, onboarding, and continuous staff development.
• Conduct counselling sessions and manage minor disciplinary matters in the GM’s absence.
• Maintain grooming standards and professional presentation across the team.

5. Health, Safety & Compliance

• Ensure legal compliance with health, safety, environmental, and labour requirements.
• Maintain strong emergency-response readiness.
• Uphold strict safety and security measures for guests and staff.
• Support the GM with incident reporting where required.

6. Maintenance Oversight

• Work closely with the Maintenance Manager to ensure well-maintained infrastructure.
• Address urgent building or equipment failures.
• Support overall upkeep of lodge grounds, rooms, gardens, and pools.

7. Systems, Technology & Infrastructure

• Ensure effective use of lodge management systems and operational reporting tools.
• Maintain communication platforms and lodge technology standards.
• Identify opportunities to enhance efficiency and service excellence.

8. Reporting & Communication

• Submit operational and financial reports to the Operations Team.
• Escalate major guest complaints or risks as per SOP.
• Ensure smooth inter-departmental communication and timely reporting of issues.

9. Additional Duties

• Perform additional responsibilities as assigned from time to time.

Minimum Requirements

• Diploma or Degree in Hospitality Management or related field
• 5+ years in a senior management role within a luxury lodge or 5-star hospitality environment
• Strong understanding of all lodge departments
• Financial acumen including budgeting and cost control
• Strong leadership, staff management, and conflict-resolution abilities
• Excellent guest service and communication skills
• Proficiency in MS Office and lodge management systems (e.g., ResRequest, Semper, PANstrat)
• Fluent in English (additional South African languages an advantage)
• Valid driver’s license and willingness to live on-site in a remote environment

Core Competencies

• Operational and strategic thinking
• Excellent interpersonal and leadership presence
• Strong financial literacy
• Calm, solutions-driven and composed under pressure
• Passionate about hospitality, people, and nature
• High attention to detail and organisational discipline
• Culturally aware and inclusive

Working Conditions

• Lodge-based position with accommodation provided
• Requires working shifts, weekends, and public holidays
• Located in a remote, wildlife-rich area with limited access to town facilities