Senior Lodge Anchor / Assistant Lodge Manager

SUMMARY:
The Senior Lodge Anchor / Assistant Lodge Manager is responsible for supporting the Lodge Manager in the day-to-day operation of the lodge while ensuring exceptional guest experiences and maintaining the highest standards of service. This role oversees front-of-house operations, assists with staff management, coordinates interdepartmental communication, and ensures the smooth running of all lodge activities. The successful candidate leads by example and contributes to achieving operational excellence and guest satisfaction.
Key Responsibilities

• Assist the Lodge Manager with the daily management and operation of the lodge.
• Lead and supervise Front Office, Housekeeping, Food & Beverage, and Guest Services teams.
• Ensure exceptional guest service from arrival to departure.
• Welcome VIP guests and manage special requests.
• Handle guest feedback and resolve complaints professionally and promptly.
• Conduct daily operational briefings and departmental meetings.
• Coordinate guest itineraries, transfers, activities, and special occasions.
• Monitor service standards across all departments to ensure consistency.
• Assist with staff scheduling, performance management, coaching, and training.
• Support recruitment, onboarding, and employee development initiatives.
• Ensure compliance with lodge policies, health and safety regulations, and company standards.
• Monitor stock levels and assist with procurement where required.
• Assist with budgeting, cost control, and operational reporting.
• Oversee front office administration, reservations, and guest billing when necessary.
• Ensure the lodge and guest areas are maintained to luxury hospitality standards.
• Work closely with Maintenance, Safari, Spa, and Kitchen teams to ensure seamless operations.
• Act as the Lodge Manager in their absence.

POSITION INFO:
Minimum Qualifications Grade 12 (Matric). Diploma or Degree in Hospitality Management, Hotel Management, Tourism Management, or a related field. Experience Minimum of 3-5 years' experience in a luxury lodge or hotel environment. Minimum of 2 years' experience in a supervisory or management role. Experience in Front Office, Guest Relations, or Lodge Operations. Experience using OPERA PMS or similar property management systems. Previous experience in a 4-star or 5-star luxury lodge is essential. Skills & Competencies Strong leadership and people management skills. Excellent guest relations and customer service abilities. Outstanding communication and interpersonal skills. Strong organisational and administrative abilities. Excellent problem-solving and conflict-resolution skills. Ability to multitask and prioritise in a fast-paced environment. Financial awareness, including budgeting and cost control. Computer literacy, including Microsoft Office and property management systems. High attention to detail and commitment to quality. Ability to motivate and develop a high-performing team. Knowledge Requirements Luxury lodge operations and hospitality standards. Front Office and reservations procedures. Housekeeping and Food & Beverage operations. Property Management Systems (preferably OPERA PMS ). Health and safety legislation. Staff scheduling and performance management. Budgeting, stock control, and financial reporting. Guest relations and complaint handling. Other Requirements Valid driver's licence. Own reliable transport (preferred if accommodation is not provided). Willingness to work shifts, weekends, public holidays, and flexible hours. Ability to live on-site if staff accommodation is provided. Well-groomed and professional appearance. Clear criminal record. Preferred Attributes Passion for luxury hospitality and guest satisfaction. Positive, hands-on leadership style. Calm and confident under pressure. Strong decision-making and organisational skills. Excellent attention to detail. Adaptable, proactive, and solutions-focused. High level of integrity, professionalism, and accountability. Ability to inspire, mentor, and lead teams while maintaining exceptional service standards.