Lodge Manager

This Lodge consists of five private eco-suites nestled into the cliffs of a malaria-free Big Five reserve, and offers views stretching across the Waterberg mountains and the Marakele plains. They are searching for an exceptional hospitality couple to lead and guide the guest experience at this remarkable, off-the-beaten-track destination.Lodge Manager Position SummaryThe Lodge Manager is responsible for the total oversight of the guest experience at the lodge, ensuring exceptional guest interaction and creating a welcoming, authentic, and seamless stay. This includes hands-on leadership of the guest services team, proactive communication, issue resolution, and continuous training and development of all lodge team members to maintain the highest standards of luxury service and hospitality.Lodge Manager Required Skills & ExperienceMinimum of 3-5 years experience in a senior lodge management or guest services role in a 5-star 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 drivers license and own transport essential.Computer literate (MS Office Suite) and familiar with property management systems.Lodge Manager Key ResponsibilitiesGuest Experience & ServiceBe 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; use all feedback as a learning platform.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 OperationsTake full responsibility for all lodge operations in the absence of the General Manager.Ensure consistent communication and alignment with all other lodge departments - food & beverage, housekeeping, guiding, guest relations, and maintenance - 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 & DevelopmentLead, 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.Foster a collaborative and inclusive culture amongst the team at the lodge.Financial & Stock ControlsSupport 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 & StandardsMaintain adherence to all company health, safety, and sustainability policies - including fire, hygiene, and HACCP.Ensure full team compliance with the companys 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 & ReportingAttend regular management meetings to report on guest feedback, lodge service performance, and staff development.Prepare timely and accurate reports for the General Manager and company support office as required.Field Guide Position SummaryThe Field Guide will embody the spirit of Maratabas wilderness - engaging guests with exceptional guiding, ecological storytelling, and tailored safari experiences. This role is more than a job - it's a calling to share natures wonder with insight and humility.Follow all procedures for maintaining the overall operation of the Guides and Safari department, including individual, family and kids safari experiences, safety, excellent guest and staff relations, hosting of guests, and all equipment, vehicles and assets.Perform all Field Guide functions according to the standards of FGASA and the company Guiding culture, including guest introductory and safety orientations, guided game drives and interpretive bush walks, tracking, identification of spoor, delivering informative lectures on relevant ecological topics, and drinks stops and other bush events.Be available for all game drives, back-up drives, and stand-by duties as directed.Practice proficient and safe weapon handling as directed.Contribute to the lodge social media platforms, ensuring consistent delivery of relevant and appealing information with the broad aim of increasing knowledge of the Wildlife and operating area.Assist with incident handling in the event of emergency / evacuation, including medical emergencies, fire, and flood.Field Guide Required Skills and ExperienceFGASA Nature Site Guide (NQF4 and Trails Guide qualification)ARH and Rifle Proficiency, First Aid Level 1, Drivers License and Pr-DP.Previous experience as Field Guide at a Luxury Safari LodgeKnowledge on the applicable / relevant property and company procedures for the department, according to the standards of FGASA and the company Guiding culture.What Were Looking For in You (Couple Requirements)A dynamic, mature couple with 5-star safari lodge experience.A shared passion for guest delight, hospitality excellence, and nature.Strong interpersonal and communication skillsHigh emotional intelligence, adaptability, and problem-solving capabilities.Both roles must hold valid drivers licenses and appropriate certifications.This a live-in position.