Regional Hospitality Training and Development Manager – East Africa Job Summary To enhance service excellence and operational consistency across a portfolio of high-end lodges and mid-range camps in Tanzania, Kenya, and Uganda. This role focuses on upskilling lodge and camp managers, coaching teams to identify and address improvement opportunities (particularly in aesthetics and guest experience), optimizing front-of-house operations, and instilling a culture of world-class hospitality. A primary emphasis is on building sustainable capacity to maintain excellence long-term. Reports to: Head of Operations Key Responsibilities 1. Training & Capacity Building Design and implement structured training and mentorship programs for lodge and camp managers across the three countries. Develop skills in spotting operational and aesthetic enhancements and executing corrective measures. Train front-of-house and service staff to achieve elevated hospitality standards. Coach front-of-house and service teams to deliver polished, exceptional guest experiences consistently. Upskill at least two local managers annually to manage standards independently. Track progress and facilitate skill transfer to local managers for long-term sustainability. Collaborate with HR to evaluate employee knowledge and skills via performance observations, identifying gaps for targeted development. Support camp/lodge management in developing onboarding processes to integrate new hires swiftly, ensuring they grasp their roles and organizational culture. Stay current with industry trends and best practices to keep training content innovative and effective. Partner with camp/lodge managers, operations, and HR to assess specific training needs and tailor programs to align with business objectives. 2. Service & Operational Excellence Perform routine evaluations of lodges and camps to verify adherence to service and operational benchmarks. Pinpoint deficiencies in guest-facing operations, aesthetics, and team performance, proposing actionable improvement strategies. Establish uniform front-of-house protocols and ensure seamless, consistent service delivery across all properties. Analyze guest feedback and relay practical insights to lodge and camp managers, integrating them into training and processes. Oversee guest reviews from platforms like TripAdvisor, Guest Revu, and direct communications to detect trends, persistent challenges, and enhancement opportunities. 3. Leadership & Mentorship Serve as a mentor and coach to managers, empowering them to lead teams with accountability and a commitment to service excellence. Cultivate a culture of ownership, pride, and proactive guest engagement among staff. Assist lodge leaders in analyzing guest feedback and incorporating enhancements into everyday operations. 4. Reporting & Performance Tracking Compile and deliver detailed monthly reports to the Head of Operations, outlining achievements, obstacles, and priorities. Monitor key performance indicators (KPIs) across all properties to drive and sustain measurable improvements. Offer strategic recommendations for upholding excellence beyond the initial engagement period. Qualifications & Experience Extensive senior management background in bush luxury camps and lodges; experience in East Africa is a plus. Proven track record in training, coaching, and enhancing managerial capabilities. In-depth expertise in front-of-house operations and guest service excellence. Prior experience in Africa or remote hospitality settings is highly beneficial. Outstanding communication, cultural awareness, and interpersonal abilities. Key Competencies Inspirational leadership and coaching prowess. Sharp attention to detail, especially in lodge aesthetics. Robust organizational, planning, and problem-solving capabilities. Deep passion for guest service, embracing a personalized “one size fits one” philosophy. Skill in aligning regional strategies with hands-on support. Performance Indicators (KPIs) Annual upskilling of at least two lodge/camp managers to independent standard management. Demonstrable uplift in guest satisfaction scores across all properties. Full compliance with established service and operational standards. Regional implementation of standardized front-of-house operations. Delivery of scheduled training sessions to 100% of front-of-house and service staff within the year. Successful implementation of improvements by at least 80% of trained managers within six months of coaching. Resolution of at least 90% of audit-identified improvement areas within agreed timelines. Monthly structured coaching sessions with each lodge/camp manager. Year-on-year reduction of recurring front-of-house or service issues by at least 20%. Submission of timely, precise, and insightful monthly reports to the Head of Operations.
