Front Of House / Duty Manager

SUMMARY:
The Front of House (FOH) / Duty Manager is responsible for delivering exceptional guest service, overseeing daily lodge operations, and ensuring a smooth and memorable guest experience. This role acts as the main point of contact for guests, manages front-facing departments, coordinates lodge activities, and supports overall lodge leadership. The Duty Manager ensures that all guest areas, service standards, and operations run efficiently while resolving any issues promptly and professionally.
 
Key Responsibilities

• Welcome guests and oversee check-in and check-out processes.
• Ensure excellent guest service and handle guest queries, special requests, and complaints.
• Supervise FOH teams including reception, housekeeping coordination, waiters, and guest activities.
• Conduct daily briefings with staff and ensure communication across departments.
• Inspect guest areas, dining areas, and public spaces for cleanliness and readiness.
• Monitor dining service and assist with hosting meals where needed.
• Coordinate daily activities, game drives, and guest schedules with the guiding team.
• Manage lodge opening/closing procedures and act as the senior person on duty.
• Ensure compliance with service standards, safety, and lodge protocols.
• Assist with stock control, administration, cash-ups, and reporting.
• Meet and exceed guest expectations to maintain high satisfaction scores.

POSITION INFO:
Qualifications

• Grade 12 (Matric) required.
• Hospitality management qualification advantageous.
• First Aid certification beneficial.

• 2–4 years in a hospitality FOH or Duty Manager role, preferably in a game lodge or remote environment.
• Experience supervising teams in a guest-focused environment.
• Exposure to luxury lodge service standards is an advantage.

• Excellent communication and interpersonal skills.
• Strong leadership and staff management abilities.
• High level of professionalism, guest etiquette, and problem-solving skills.
• Ability to work under pressure and handle unexpected situations calmly.
• Strong organizational and administrative abilities.
• Computer literacy (MS Office, reservation systems preferred).
• Knowledge of lodge operations, guest activity coordination, and service standards.

• Friendly, welcoming, and service-driven.
• Well-groomed and professional.
• Team player with a hands-on approach.
• Flexible and willing to work long hours, weekends, and public holidays.
• Passion for hospitality, nature, and guest experience.