Table of Contents
Wilderness | Lodge Manager X1
Reporting to the Camp General Manager. The Lodge Manager is responsible for maintaining the smooth operation of a luxury safari lodge. To provide leadership and development to staff, maintain lodge facilities and provide a level of hospitality which meets the company’s minimum standards.
KEY RESPONSIBILITY AREAS
RESEARCH GUESTS PRIOR TO ARRIVAL TO PERSONALISE THE OFFERING.
- Booking sheets, emails.
- Window from previous visits & this journey.
- Previous Camps during this journey.
- Google, Social Media.
- Personalise all welcome and departure cards.
- Arrival: ALL guests must be meet upon first arrival. If they are responsible for the particular guests arriving, they will then do the check-in and go through all the safety, dietary and camp functioning with guests before showing them to their room where a thorough room orientation is done.
- Activities: All guests should be met when coming back from activities.
- Be authentic, engage with your guests and pick up on information that can be shared with the team and acted upon to personalise every guests stay to feel like they are “home”.
- Don’t be shy to ask guests for feedback, ask how their stay is going and if there is anything you can do to improve it. Simply asking will go a long way because it shows that you care.
- Communicate all information gathered by means of the mood board, day sheets, morning meetings and service meetings.
GATHER AND COMMUNICATE INFORMATION & UPDATE GUEST DATABASE
- Guest Communications: Only ask questions you can do something about – “service prompting questions”.
- Internal Comms: The mood board is to be maintained and updated timeously and frequently to share information across all departments, Inc. guides. Frequently attend departmental meetings in conjunction with departmental heads to share strategies and/or guest preferences/dislikes.
- Intercamp: Immediately share information with camps next on the guest itinerary to show cohesive guest empathy, and management. Personalized notes at the forwarding camp also work well.
- Feedback Forms: Drive and manage the return of feedback forms, and try and dissolve any issues as they are realized via these forms.
- Window: Ensure the window is updated at all times with factual and relevant information that will help other camps as well as your own camp when guests are repeats. Simple but intricate information to be provided. Preferences, dislikes etc. to help give them an even better stay the next time they travel to a Wilderness Camp.
- “Management By Walking Around (MBWA),” keeps you up front and visible with staff and guests.
- Lead by example and show them that you’re active and engaged, rather than hidden away in the office.
- Interact and host guests is a primary role of a lodge manager
- Listen, synthesize and act based on what you’ve learned. Listening is the foundation of hospitality, as it builds mutual understanding, meaningful relationships and memorable, experiences.
- To manage and motivate employees is one of the key responsibilities of a manager, and it’s absolutely essential if the business is to thrive.
- Ensure and provide flawless, upscale and professional in camp and out of camp guest experiences.
- Analyze guest feedback (NPS) and provide strategic direction to continuously improve overall rating.
- Anticipate and react promptly to guests’ requirements; a sense of urgency.
- Oversee and coordinate all arrivals and departures of all camp guests.
- Coordinate and manage communication between guests and staff and follow up to ensure complete service delivery.
- Direct, coach and manage camp employees to ensure all standards and operating procedures are adhered to.
- Maintaining all aspects of facilities and assets in the camp and back of house through best practice of hygiene and safety standards for both guests and staff.MINIMUN REQUIREMENTS
- A National Diploma in Tourism Management or equivalent.
- A minimum of 5 years’ proven experience within the hospitality industry.
- Outstanding communication skills
- Organisational skills
- Attention to detail
- Interpersonal skills