Hoedspruit: Lodge Manager (Fixed-Term) posted by Wild Dreams Hospitality

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 driver’s 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