Lodge Manager

Marataba Mountain Lodge — a place where bold mountain landscapes meet silent luxury and soul-stirring wilderness — is searching for an exceptional hospitality couple to lead and guide the guest experience at this remarkable, off-the-beaten-track destination.

As part of the MORE Family Collection, Marataba Mountain Lodge offers a rare opportunity to live and work in an extraordinary setting: five private eco-suites nestled into the cliffs of a malaria-free Big Five reserve. With views stretching across the Waterberg mountains and the Marakele plains, this is not just a lodge — it’s an escape into raw beauty, elevated comfort, and deeply personal connection.

**Lodge Manager Position Summary**

The 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.

**Key Responsibilities**

**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; 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 Operations**
- Take 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 & 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.
- Foster a collaborative and inclusive culture amongst the team at the lodge.

**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 — including fire, hygiene, and HACCP.
- 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 MORE Family Collection support office as required.

**Field Guide Position Summary**
The Field Guide will embody the spirit of Marataba’s 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 nature’s 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 MORE 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.

**Lodge Manager R