Job Description

Job Summary

KEY OUTPUTS

Managerial

• Overall responsibility for the effective management on all levels
• Overall management of all operational management at the Tented Camp and direct support to the Management Team including Security, Chefs and Guiding Team
• Development, Training and relief schedules of all direct reports management
• Overall responsibility for all permanent and seasonal staff at KTTC and the creating of an environment of learning and development within the company values
• Overall communication between General Management, HOD's and general staff departments through all levels
• Managing HR issues and industrial relations procedures
• Managing the Tented Camp in absence of General and Assistant General Manager

Financial

• Assisting in creation of lodge budget in conjunction with the General Manager and Lodge accountant
• Active management of stocks in the Camp such as crockery and cutlers, linen, operational items, spa stocks and safari shop stocks
• Create an environment of care for equipment, saving and sustainability

Operational

• Management of all Guests areas and exceeding of guest expectations
• Overall accountability of following up on all maintenance in ALL front of house areas
• Overall accountability to live the company behaviours and implement a culture of care and learning
• Daily, monthly and weekly training of Housekeeping, Butlers, Cleaners etc.
• Daily, monthly and weekly training of all Service departments within company standards
• Assist with daily hosting during mealtimes, welcome, check in etc.
• Coordinating of reception for day sheets, reservations, VIPs, special requests and guest movements
• Assist with daily/weekly/monthly departmental meetings
• Provide support and guidance to the Head Housekeeper with Rooms checks, room maintenance and upkeep of company standard in the rooms
• Provide support and guidance to F&B Supervisor and Service Teams with Main area checks and upkeep of company standards in service
• Implementing and follow up on Development plan and performance management of F&B Supervisor and Lodge Staff
• Coordinate and actively oversee the exceeding of guest expectations and guest delights
• Overall accountability for Leave cycles of Service staff, Reception and Safari Shop
• Daily and weekly meetings with Assistant GM and GM for smooth operations and updates at the Camp
• Daily and weekly feedback to Reservations on Agents, bookings etc.
• Implementing of new standards, equipment and active participation into the company culture
• Implementing of Fox Browne feedback, regional feedback and adhere to the company standards at all times
• Creating an environment where the company Golden Thread is continuously met and visible throughout the daily functioning of the lodge

Values

• Active recognition of employees
• Drive and support company life initiatives
• Drive sustainability initiatives and clean ups
• Drive and support community development projects in conjunction with the Africa Foundation
• Implement annual and monthly training plan in conjunction with the General Manager for all front of house departments, structure external training and exchanges with other lodges where possible
• Maintain and implement skills development plan in line with the General Managers vision

Guests

• Supporting F&B Supervisor in hosting all agents and single guests
• Responsibility to deal with guest complaints and anticipation of guest needs to exceed the guest experience
• Make sure standards are met for an extraordinary guest experience
• Oversee feedback to agents, other lodges, reservations etc.

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 and a strong leader
• Lateral thinking ability
• Initiative
• Must be able to cope under pressure to meet guests needs
• Excellent interpersonal and communication skills with staff and guests
• Attention to detail
• Diligence and self-motivation to meet deadlines
• Willingness/ability to share information, teach and inspire others
• Very strong administrative skills
• Basic Computer and financial skills

PREVIOUS WORK EXPERIENCE REQUIRED

• Experience in the service industry especially in dealing with guests and staff

At least 3 years' experience as an operations manager, in a similar environment

ABC Worldwide

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