Job Description

Purpose of the Role

The Camp Manager serves as the right hand to the Lodge Manager, playing a vital role in delivering a seamless, intuitive guest experience while ensuring front-of-house operations at Ivory Lodge are flawlessly orchestrated. With refined presence and a natural flair for luxury hospitality, the Camp Manager embodies calm confidence, attention to detail, and sensory nuance that defines the Ivory Lodge experience.


In the Lodge Manager's absence, the Camp Manager assumes operational decision-making responsibilities for Ivory Lodge.

KEY RESPONSIBILITIES

Guest Experience & Hosting

Personally welcome all guests upon arrival and assist with suite orientation alongside the Guest Relations team. Host meals (breakfast, lunch, and dinner) in rotation with the Lodge Manager, ensuring elegance and warmth in guest interactions. Curate and oversee all special requests, milestone celebrations, and bespoke moments--working closely with the Lodge Manager to ensure they are meaningful, discreet, and elevated. Join out-of-lodge experiences such as bush breakfasts and sundowners to enhance key touchpoints in the guest journey. Take the lead on guest recovery when service falls short, ensuring thoughtful, timely resolution that reflects Ivory Lodge's calm and considered standard.

Team & Operations

Directly manage the Guest Relations team, ensuring seamless communication and elevated service delivery at every touchpoint. Lead the daily Guest Relations briefing, aligning the team on arrivals, preferences, movements, and daily flow. Conduct walkthroughs of public and guest spaces throughout the day to ensure standards of beauty, stillness, and readiness are upheld. Facilitate strong interdepartmental communication, ensuring alignment across service, culinary, guides, spa, and housekeeping. Maintain and uphold Ivory Lodge's service standards and SOPs across the front-of-house operation, ensuring consistency and guest trust.

Admin & Systems

Serve as Manager on Duty on a rotating basis. Complete guest incident reports and ensure correct escalation and follow-up. Oversee leave approval and rostering for the Guest Relations team. Proficient use of ResRequest and TallOrder systems to ensure operational accuracy and guest record integrity.

Leadership & Culture

Actively manage radio communications to stay informed of guest movements and team coordination. Cultivate morale and support across departments by being present, adaptable, and proactive. Lead with quiet confidence, warmth, and a hospitality philosophy centred on elegance, presence, and intentionality. Ensure safety awareness and support emergency procedures, responding calmly and efficiently when required.

Schedule & Structure

Works primarily the day shift (07h30-16h30), with evening returns for dinner hosting as needed. Lives on site and follows a 6-week on / 2-week off rotation. Functions as the Lodge Manager's second-in-command, with primary ownership of front-of-house guest operations and service rhythm.

What Makes a Great Camp Manager at Ivory Lodge?

A great Camp Manager is calm under pressure, polished in execution, and quietly confident. With strong guest intuition and attention to detail, they bring warmth, consistency, and presence to every moment.


They uphold the Ivory Lodge ethos of thoughtful service, quiet luxury, and genuine connection.

REQUIRED SKILLS AND EXPERIENCE

Minimum 3-5 years' experience

in a luxury lodge, boutique hotel, or five-star hospitality setting. Proven track record in

front-of-house operations

, guest services, and hosting at a high level. Deep understanding of

luxury guest expectations

, with an ability to anticipate needs and exceed them discreetly. Demonstrated ability to handle

guest feedback and complaints

with grace, tact, and professionalism. Skilled in

personalised hosting

, showing emotional intelligence and authentic presence in guest interactions. Experience in

leading small, multi-disciplinary teams

, ideally within a remote lodge setting. Strong communicator who can

lead daily briefings

, ensure interdepartmental alignment, and foster a culture of excellence and accountability. Able to

motivate and mentor junior staff

, especially in guest relations roles. Proficient in

hospitality systems

such as

ResRequest

(PMS) and

TallOrder

(POS), or similar platforms. Strong organisational skills with experience in

rostering, leave scheduling, and incident reporting

. Comfortable making operational decisions independently, especially when acting as

Manager on Duty

or in the Lodge Manager's absence.

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
Give more, do more
Have a mindset of abundance

Strength in

DIVERSITY

(the "family" value)Act in harmony
Work together
Act inclusively

Make it

BETTER

(the "continuous improvement" value)
Positively influence
Keep learning
Own it