Senior Duty Manager

SUMMARY:
Job Summary:
The Senior Duty Manager oversees daily lodge operations, ensuring seamless guest experiences, excellent service delivery, and smooth coordination between departments. Acting as second-in-command to the Lodge Manager, this role requires strong leadership, attention to detail, and the ability to uphold 5-star hospitality standards in a luxury safari environment.
Key Duties and Responsibilities

1. Operations Management

• Supervise daily lodge operations across all departments — Front Office, Housekeeping, Maintenance, Food & Beverage, and Guest Services.
• Ensure all departments deliver consistent 5-star service in line with lodge standards and guest expectations.
• Conduct daily staff briefings and coordinate shift schedules.
• Oversee guest arrivals, check-ins, and departures for a flawless experience.
• Manage operational handovers and ensure smooth transitions between shifts.
• Step in for the General Manager or Lodge Manager during their absence.

1. Guest Experience and Service Excellence

• Act as the main point of contact for guests during duty shifts.
• Personally engage with guests to ensure comfort, satisfaction, and problem resolution.
• Handle guest complaints and feedback with professionalism and urgency.
• Ensure guest activities, safaris, and dining experiences are delivered to 5-star standards.
• Oversee VIP, honeymoon, or special requests to ensure personalization and attention to detail.

1. Staff Supervision and Training

• Lead and mentor front-line staff to deliver exceptional hospitality.
• Provide on-the-job training and coaching to junior managers and team members.
• Enforce grooming, conduct, and performance standards.
• Foster teamwork, morale, and a culture of excellence.
• Conduct regular performance evaluations and provide feedback.

1. Administration and Reporting

• Manage duty rosters, attendance, and shift reports.
• Assist with stock control, procurement, and ordering for operational departments.
• Support financial administration such as petty cash, daily revenue summaries, and guest billing accuracy.
• Prepare operational reports and handovers for management meetings.

1. Health, Safety, and Compliance

• Enforce lodge safety, hygiene, and security standards.
• Ensure compliance with all health and environmental regulations.
• Conduct safety inspections and assist with emergency response procedures.
• Maintain communication with maintenance to address repairs promptly.

1. Coordination and Communication

• Liaise effectively between departments to ensure smooth guest service flow.
• Maintain strong communication with the kitchen, housekeeping, front office, and guiding teams.
• Attend daily management briefings and operational meetings.
• Report incidents, guest feedback, and operational concerns to the Lodge Manager.

1. Guest Relations and Brand Representation

• Uphold the lodge’s reputation for luxury hospitality, professionalism, and attention to detail.
• Represent the lodge at functions and events when required.
• Assist with marketing initiatives, guest photography approvals, and online guest feedback management.

POSITION INFO:
Qualifications and Experience
Education:

• Diploma or Degree in Hospitality Management, Hotel Management, or Tourism (essential).
• Additional training in Customer Service, Front Office Management, or Leadership is advantageous.

• Minimum 5 years’ experience in a luxury lodge or 5-star hospitality environment, with at least 2 years in a supervisory or management role.
• Proven track record in guest relations, operations coordination, and team leadership.
• Previous experience in a game reserve or remote lodge setting preferred.
• Familiarity with PMS (Property Management Systems), POS systems, and Microsoft Office Suite.

• Strong leadership and interpersonal communication skills.
• Excellent organizational and multitasking abilities.
• High attention to detail and problem-solving capability.
• Professional guest handling and conflict resolution skills.
• Strong understanding of 5-star service standards.
• Financial awareness and basic administrative proficiency.
• Ability to work under pressure and in a remote location.
• Energetic, hands-on, and guest-focused.

• Professional appearance and demeanor.
• Calm, confident, and proactive leader.
• Passion for hospitality, wildlife, and conservation.
• Flexible and adaptable in a dynamic lodge environment.
• Positive attitude and team player.
• Integrity, reliability, and discretion.