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. 2. 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. 3. 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. 4. 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. 5. 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. 6. 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. 7. Guest Relations and Brand Representation Uphold the lodges 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. 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. Experience: 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 . Skills and Competencies 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. Personal Attributes 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.
