Lodge Manager

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.

The Lodge Manager is also the chief liaison with all departments — Food & Beverage, Housekeeping, Guiding, Maintenance, and Front Office — to ensure a harmonized guest experience.

**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.
- 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 — 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.

**Required Skills & Experience**
- Minimum 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 driver’s license and own transport essential.
- Computer literate (MS Office Suite) and familiar with property management systems.

**MAXIMIZING YOUR IMPACT AS A MEMBER OF THE MORE FAMILY COLLECTION**
- Excellent attention to detail.
- Guest focus philosophy, living the MORE brand and driving the MORE experience.
- Excellent communication skills (written and verbal), practicing honest communication.
- Team player with positive attitude, enthusiasm, and emotional control.
- Excellent time management and self-discipline, interpersonal & solution seeking skills.
- Proactive, use initiative and creative flair when required.
- Committed and loyal, adaptable, and flexible.
- Must work accurately under pressure.
- People skills - tolerance, patience, and care, ability to receive constructive feedback openly.

**We create opportunities and experiences for people to enrich their lives.**

**Our values guide our behaviours and how we act, and they help us find the right partnerships for growth**:
Be **AWARE** (the “thoughtful” value)

Eyes and ears open

Arrive ready

Be human

Respond **GENEROUSLY** (the “more” value)Always respond