Mpumalanga: Lodge Manager posted by Craven Cottage CC

Duties:
 
Guest Experience & Service
 
Be a visible and hands-on host, meeting and engaging with guests daily to ensure a personalized and unforgettable stay.
Maintain the established standards of guest care, guest delight and guest feedback management, always turning guest comments into opportunities for improvement.
Respond promptly and graciously to all guest queries, complaints and special requests
Act as the primary contact for high-profile guests, VIPs, travel agents and media visits as required.
Conduct regular guest briefings and ensure all activities and experiences run seamlessly.
 
Lodge Operations:
 
Ensure consistent communication and alignment with all other lodge departments to ensure seamless service delivery.
Ensure departmental procedures and service standards are current and in line with company SOPs and guest expectations.
Maintain cleanliness, orderliness, and presentation of the lodge at all times.
 
Staff Leadership & Development:
 
Lead, mentor, and motivate the guest services team, setting clear goals and performance expectations.
Develop and support talent, including identifying and training team members for career growth.
Conduct regular performance reviews, ensuring transparent communication, two-way feedback and follow up on agreed personal development plans.
Foster a collaborative and inclusive culture across all lodge departments.
 
Financial & Stock Controls:

Support accurate financial processes including daily expenditure control, stock control, ordering and stock-take processes.
Monitor guest services costs and recommend efficiencies without compromising guest satisfaction.
Adhere to par stock levels and manage supplier relations for guest service products.
 
Compliance & Standards:
 
Maintain adherence to all company health, safety, and sustainability policies
Ensure full team compliance with the company’s sustainability initiatives around water, waste, energy and local partnerships.
Implement and follow all HR policies and procedures including roster management, leave, overtime and discipline.
 
Communication & Reporting:
 
Attend regular management meetings to report on guest feedback, lodge service performance, and staff development.
Prepare timely and accurate reports for the General Manager and support office as required.
 
Requirements:
 
Grade 12
A formal hospitality qualification degree or diploma
Minimum of 3-5 years’ experience in a senior lodge management or guest services role in a 5* safari or boutique hotel environment.
Proven track record in delivering exceptional guest experiences.
Strong leadership and interpersonal skills — a natural motivator and team player.
Excellent communication skills, both written and verbal.
High level of professionalism, emotional maturity, and flexibility.
Organized, with exceptional attention to detail and problem-solving skills.
Solid knowledge of lodge operations and luxury guest expectations.
Valid driver’s license and own transport essential.
Computer literate (MS Office Suite) and familiar with property management systems.