Job Description

Job Summary

Lodge Manager

Location: Okavango Delta, Botswana

This business is built, almost entirely, on the strength of remarkable people who give passionately to their roles, work tirelessly, and have the guest experience at the core of their focus daily and care of the sustainability of our communities and environment. Every single employee makes a huge difference to our success and our contribution to the world, regardless of their role or function. For this reason, we choose individuals very carefully - they are the strength and the future of this business.

The ideal person/couple would be held in high regard within the tourism industry, they would have a lot of experience in running a 5-star property in a remote area independently, with a good general understanding of lodge operations, finance, and staff management. The couple or individuals should be passionate about hospitality, and have a keen interest in sustainability, conservation and community development.

KEY RESPONSIBILITIES

• Relationship building - with - staff, guests, governmental departments, the community, the industry (agents and other lodges)
• Corporate Social Responsibility - working with the Africa Foundation in community development
• Business efficiencies - cost control, local produce, quality of product
• HR structure - maintaining and enhancing - understanding and adherence
• Product development on guest experience - lodge, food, game experience, all guest touch points
• Engaging - with the people, the culture, the work style, the expectation
• Regular assessment of the functionality, efficiency and strength of all operational equipment, vehicles, generators and buildings
• Sustainability - Analyzing the impact Sustainability has on our business and improving it
• Reducing our Carbon Footprint
• Management of Resources
• Financial Management - Providing an oversight role of the lodge finance
• Forecasting - Budget forecasting and ensuring the finance aspect of the lodge keep up with the ever changing business environment
• Training Development - Providing the needed to the team to ensure they are up to speed with the desired service standards
• New concepts and Creative Ideas - Keep abreast with the latest trends of service delivery
• Health and Safety at the workplace
• Development of a superior workforce
• Plan staffing levels
• Work with Human Resources staff to recruit, interview, select, hire, and employ an appropriate, right number and quality of employees
• Provide oversight and direction to the employees in your business unit in accordance with the organization's policies and procedures
• Coach, mentor and develop staff, including overseeing new employee onboarding and providing career development planning and opportunities
• Empower employees to take responsibility for their jobs and goals. Delegate responsibility and expect accountability and regular feedback
• Foster a spirit of teamwork and unity among the lodge team that allows for disagreement over ideas, conflict and expeditious conflict resolution, and the appreciation of diversity as well as cohesiveness, supportiveness, and working effectively together to enable each employee and the department to succeed
• Consciously create a workplace culture that is consistent with the overall organizations and that emphasizes the identified mission, vision, guiding principles, and values of the organization
• Lead employees using a performance management and development process that provides an overall context and framework to encourage employee contribution and includes goal setting, feedback, and performance development planning
• Lead employees to meet the organization's expectations for productivity, quality, and goal accomplishment
• Provide effective performance feedback through employee recognition, rewards, and disciplinary action, with the assistance of Human Resources, when necessary
• Maintain employee work schedules including assignments, job rotation, training, leave and paid time off, cover for absenteeism, and overtime scheduling
• Maintain transparent communication. Appropriately communicate organization information through department meetings, one-on-one meetings, and appropriate email and regular interpersonal communication
• Perform Department Management
• Manage the overall operational, budgetary, and financial responsibilities and activities of the lodge
• Plan and implement systems that perform the work and fulfil the mission and the goals of the lodge efficiently and effectively
• Plan and allocate resources to effectively staff and accomplish the work to meet departmental productivity and quality goals
• Plan, evaluate, and improve the efficiency of business processes and procedures to enhance speed, quality, efficiency, and output
• Make business decisions that are financially responsible, accountable, justifiable, and defensible in accordance with organization policies and procedures
• Establish and maintain relevant controls and feedback systems to monitor the operation of the lodge
• Review performance data that includes financial, sales, and activity reports and spreadsheets, to monitor and measure your business productivity, goal achievement, and overall effectiveness
• Manage the preparation and maintenance of reports necessary to carry out the functions of the lodge. Prepares periodic reports for management, as necessary or requested, to track strategic goal accomplishment
• Communicate regularly with other managers, with the regional manager, the director and other designated contacts within the organization
• Perform other duties and responsibilities, as assigned

OUTPUTS

• Overall responsibility for the effective management and running of the Lodge. To ensure the lodge and brand are taken to the next level of service standards
• Overall Responsibility for budget creation and management
• CAPEX structuring and planning responsibility
• Overall Day to Day Management of the Lodge and Back of House
• Daily meeting with Assistant Lodge Manager and Heads of Department to discuss the daily plan, including arrivals, departures, maintenance, food, special requests, bush banqueting etc.
• Create strategy for guest delight, staff welfare, health and safety and training. Ensure plan is implemented and managed throughout the year
• Create annual and monthly training plan for all departments and structure external training and exchanges with other lodges where possible
• Create and maintain skills development plan
• Creating an environment where the Company's Golden Thread is continuously met and visible throughout the daily functioning of the lodge
• Overall responsibility for all human resources in the lodge, ensuring all labour relations, leave and medical funds are managed correctly
• Work with Executive chef to ensure menu and food are aligned to lodge quality standards and food budgets are being met and monitored
• Structure and equipment - assessing, planning, budgeting and repairing of all buildings and equipment
• Work directly with head of housekeeping, head butler and Guest Relations Managers to ensure the Lodge and Service standards are maintained at all times and ensure costs and budgets are managed and not exceeded
• Hosting all Agents and Media and VIP Groups

KNOWLEDGE & SKILLS REQUIRED

• Energetic, proactive person with well-developed concept of the importance of providing a world-class guest experience and the ability to provide that experience
• Aware, evolved, energetic, compassionate, respectable, good communication and a strong leader
• Lateral thinking ability
• Initiative
• Must be able to cope under pressure to meet guests needs
• Good interpersonal skills and communication with staff and guests
• Attention to detail
• Diligence and self-motivation to meet deadlines
• Willingness/ability to share information and teach and inspire others
• Computer and financial skills
• Knowledge and experience in business, supervision, and management
• Knowledge of the functions, operation, and mission of the specific department
• Better than average written and spoken communication skills
• Outstanding interpersonal relationship building and employee coaching and development skills
• Management experience in a team-oriented workplace preferred
• Demonstrated ability to lead and develop a department and lodge staff members
• Demonstrated knowledge of basic economics, budgeting, and accounting principles and practices
• Demonstrated ability to serve as a knowledgeable resource to the organization's management team that provides leadership and direction
• Excellent computer skills in a Microsoft Windows environment. Must include knowledge of Excel and skills in Access
• General knowledge of various employment laws and practices and employee relations
• Evidence of the ability to practice a high level of confidentiality
• Excellent organizational management skills
• Education and Experience Required of the Manager
• A minimum of three years of responsible leadership experiences in management or supervisory positions
• Specialized training in managing human resources, preferred

PREVIOUS WORK EXPERIENCE REQUIRED

• Experience in the service industry especially in dealing with guests and staff
• Previous experience in running a five-star operation

PERSONAL CHARACTERISTICS

• 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
• High energy levels
• Good staff motivator skills
• Passionate about creating memorable experiences for individuals
• Good interpersonal skills
• Sense of urgency
• Passionate about guest delight
• Attention to detail
• Diligence and self-motivation to meet deadlines
• Willingness and ability to share information, teach and inspire others

This is a permanent live-in position, based in the Okavango Delta.

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