This role is all about creating great guest experiences - keeping things running smoothly, communicating clearly, and being the kind of leader others enjoy working with. You’ll need to stay organised, think on your feet, and handle busy moments with ease. Knowing the local area and what the company stands for adds something special to the job.
Core Criteria:
- Experience in the service industry, especially in dealing with guests and staff
- Previous experience in running a five-star operation as Lodge Manager or similar role for 5 or more years
- Qualification in Hospitality or Business management
- Good command of the English language
- An outgoing, warm, friendly personality
- Confident and comfortable around affluent people
- Well, presented, Honest, Diligent and self-motivator
- Have the ability to work under pressure and meet deadlines
Candidate Responsibilities:
- Responsible for day-to-day operations of the lodge. This includes all aspects that affects the guest experience.
- Build upon the existing guest experience to create new ideas and to ensure the product remains fresh and modern, whilst staying true to the history of the area – this includes guest delights, accommodation, food, staff, activities.
- Building relationships with new and repeat guests.
- Maintaining and reinforcing an environment where the &Beyond Golden Thread and Brand Standards are continuously met and visible throughout the daily functioning of the property.
- Ensure lodge to do lists are actioned and completed (within budget)
- Hospitality - Guest Scores: Support the HOD Team where required to ensure that Guest Scores are reached and exceeded.
- Hospitality – Training: Establish Training needs across the departments and formulate a plan to assess; evaluate and measure training. Key Metric: Establish training needs; Prioritize these needs; Execute the training; Establish a skills matrix for all staff; Evaluate all staff against this.
- Promote and instill an ethic of Guest Care and Guest interaction throughout all departments
- Closely manage all guest delight activities together with other management, butlers, guides, housekeepers and other staff as necessary
- Assist with monthly planning – training, guest requirement and staffing levels.
