SUMMARY:
The Lodge Manager is responsible for the overall management and successful operation of the lodge, ensuring exceptional guest experiences while maintaining the highest standards of service, hospitality, and operational efficiency. This role oversees all departments, including Front Office, Housekeeping, Food & Beverage, Kitchen, Maintenance, and Guest Activities, while managing staff, financial performance, health and safety compliance, and the overall presentation of the property.
Key Responsibilities
Operational Management
- Oversee the daily operations of the lodge to ensure seamless service delivery.
- Ensure all departments operate efficiently and in accordance with company standards.
- Conduct daily operational meetings with department heads.
- Maintain high standards of cleanliness, maintenance, and presentation throughout the property.
- Develop, implement, and monitor Standard Operating Procedures (SOPs).
- Ensure all lodge facilities are well maintained and operational.
Guest Experience- Welcome and engage with guests throughout their stay.
- Ensure every guest receives personalised and exceptional service.
- Handle guest feedback, complaints, and special requests professionally and efficiently.
- Monitor guest satisfaction and implement continuous service improvements.
- Ensure memorable guest experiences that encourage repeat business and positive reviews.
Financial Management- Prepare and manage operational budgets.
- Monitor revenue, occupancy, and departmental expenditure.
- Control operational costs while maintaining service quality.
- Manage procurement and supplier relationships.
- Oversee stock control and inventory across all departments.
- Review financial reports and implement cost-saving initiatives where appropriate.
People Management- Recruit, train, mentor, and develop lodge staff.
- Lead and motivate departmental managers and employees.
- Conduct performance evaluations and identify development opportunities.
- Manage staff scheduling to ensure adequate operational coverage.
- Promote a positive workplace culture focused on teamwork and service excellence.
- Ensure compliance with labour legislation and company HR policies.
Food & Beverage Oversight- Work closely with the Executive Chef and Food & Beverage team to ensure exceptional dining experiences.
- Monitor food quality, service standards, hygiene, and guest satisfaction.
- Assist in planning special events, bush dinners, and private dining experiences.
Housekeeping & Maintenance- Ensure guest rooms and public areas meet luxury hospitality standards.
- Oversee preventative maintenance programmes.
- Ensure lodge vehicles, equipment, and infrastructure are maintained.
- Coordinate repairs and maintenance with relevant contractors when required.
Health, Safety & Compliance- Ensure compliance with health, safety, hygiene, and environmental regulations.
- Maintain emergency procedures and staff preparedness.
- Ensure food safety standards are upheld throughout the lodge.
- Promote sustainable hospitality practices and conservation initiatives where applicable.
Administration & Reporting- Prepare operational and financial reports for senior management.
- Monitor occupancy levels and booking trends.
- Ensure accurate record-keeping and reporting.
- Work closely with Reservations, Sales, and Marketing teams to maximise occupancy and revenue.
- Perform Manager-on-Duty responsibilities as required.
Working Conditions- Full-time position requiring flexible working hours.
- Availability to work weekends, evenings, and public holidays.
- Live-in accommodation may be provided for remote lodge locations.
- Requires regular movement throughout the lodge and surrounding property.
POSITION INFO:
Minimum Qualifications Diploma or Bachelor's Degree in Hospitality Management, Hotel Management, Tourism Management, Business Management, or a related field. Additional qualifications in Leadership, Business Management, or Wildlife Tourism are advantageous. Health & Safety and First Aid certifications are beneficial. Experience Minimum of 5-8 years' experience in the hospitality industry. At least 3 years' experience in a Lodge Manager, Operations Manager, or Senior Management role. Previous experience within luxury safari lodges, game reserves, boutique hotels, or five-star hospitality establishments is highly desirable. Experience managing multiple departments and diverse teams. Proven experience in budgeting, financial management, and operational planning. Knowledge Luxury lodge and hospitality operations. Guest relations and service excellence. Food & Beverage operations. Housekeeping and maintenance management. Financial management and budgeting. Stock control and procurement. Health, safety, environmental, and food safety regulations. Labour legislation and human resource management. Property Management Systems (PMS) and hotel software. Skills & Competencies Strong leadership and people management skills. Excellent organisational and operational planning abilities. Exceptional guest service and communication skills. Financial and commercial acumen. Strong problem-solving and decision-making abilities. Ability to manage multiple departments effectively. Excellent conflict resolution and interpersonal skills. High attention to detail and quality standards. Computer literacy, including Microsoft Office and Property Management Systems (PMS). Ability to perform effectively under pressure. Personal Attributes Professional, confident, and approachable. Passionate about hospitality and guest satisfaction. Strong leadership presence with the ability to inspire and motivate teams. Honest, reliable, and accountable. Calm and composed in high-pressure situations. Flexible, adaptable, and solutions-oriented. High level of integrity and professionalism. Committed to continuous improvement and operational excellence. Additional Requirements Valid driver's licence. Willingness to work flexible hours, including weekends and public holidays. Ability to reside on-site if required. Physically fit and able to move throughout the lodge and surrounding grounds. No criminal record. Eligible to work in the country of employment.
