The Lodge Manager acts as the primary on-site decision-maker, ensuring the seamless coordination of service delivery, operational efficiency, staff development, and overall lodge performance. This role requires a strong leader who can maintain high levels of professionalism, guest satisfaction, and operational discipline while contributing to the strategic direction of the hospitality function. Candidate Responsibilities: Oversee the full guest journey from arrival to departure. Uphold and monitor service policies, processes, and 5-star hospitality standards. Ensure rapid and effective guest service responses. Manage VIP hosting, guest complaints, and special requests. Maintain strict confidentiality and ensure secure handling of guest information. Coordinate all external guest activities. Ensure senior representation during all meal periods. Implement annual operational plans in collaboration with senior management. Oversee all departments, including Housekeeping, F&B, Maintenance, Front Office, and Laundry. Chair daily management meetings and ensure smooth handovers. Maintain and improve SOPs across all operational areas. Liaise closely with Reservations to manage arrivals, departures, and guest requirements. Monitor lodge-wide pest control and report on effectiveness. Provide input for annual budgets and control operational expenditure. Manage accounts to minimise variances and ensure timely resolution of outstanding balances. Work with Reservations and Finance to maximise revenue opportunities through up-selling and cross-selling. Manage petty cash, staff attendance, and prevent unnecessary labour costs. Oversee stock usage, equipment handling, and par stock levels. Submit payroll, commission, and financial reporting information as required. Manage staff scheduling, leave planning, and attendance monitoring. Lead, mentor, and support the lodge team to drive a positive culture and service excellence. Conduct training sessions and support continuous professional development. Oversee performance management, appraisals, and succession planning. Collaborate on recruitment and onboarding processes. Execute minor disciplinary procedures and promote team morale. Ensure staff grooming, presentation, and conduct align with lodge standards. Ensure compliance with health, safety, environmental, and labour regulations. Maintain emergency readiness and enforce safety protocols. Manage incident reporting and follow-ups (IODs). Ensure compliance with warranties, SLAs, and maintenance/service agreements. Collaborate with the Maintenance Manager to uphold lodge infrastructure. Approve and monitor preventative maintenance schedules. Address urgent maintenance issues promptly. Ensure all lodge areas, including gardens and pools, are maintained to high standards. Implement and utilise lodge management systems and reporting tools effectively. Support technological upgrades and infrastructure upkeep. Improve operational efficiency by proposing innovative, practical solutions. Ensure seamless use of booking, communication, and reporting systems. Submit operational and financial reports to senior management. Communicate guest concerns, incidents, and risks according to SOPs. Maintain open communication channels across all departments. Represent the lodge in internal management forums. Perform any additional tasks assigned by management as operational needs arise. Core Criteria: Diploma or Degree in Hospitality Management (or related field) 5 years in a senior management position within a luxury lodge/hospitality environment Comprehensive understanding of lodge departments (Housekeeping, F&B, FOH, Maintenance, etc.) Strong financial acumen and budgeting skills Excellent leadership, problem-solving, and communication abilities Proficiency in MS Office and lodge PMS/POS systems Experience with hospitality systems (e.g., ResRequest, Semper, PANstrat) Fluent in English; additional languages beneficial Valid drivers licence and willingness to live on-site Strategic, solutions-oriented thinker Strong leadership presence and emotional intelligence Exceptional attention to detail and organisational discipline Calm under pressure with a guest-first mindset Passionate about hospitality, people, and nature-based environments Culturally aware and inclusive in leadership approach This is a live-in position
