Assistant Lodge Manager

SUMMARY:
Position Overview
The Assistant Lodge Manager supports the Lodge Manager in overseeing the daily operations of the lodge, ensuring exceptional guest experiences, operational efficiency, and compliance with the lodge's 5-star standards. The role requires a hands-on leader who can manage multiple departments, motivate staff, maintain service excellence, and ensure the smooth running of all lodge operations.
Key Duties & Responsibilities
Lodge Operations

• Assist in the overall management of the lodge's daily operations.
• Ensure all departments operate efficiently and in accordance with company standards.
• Act as Duty Manager when required.
• Monitor and maintain 5-star service standards throughout the lodge.
• Conduct daily operational meetings and departmental briefings.
• Coordinate communication between departments to ensure seamless guest service.
• Assist with planning and implementing operational improvements.
• Ensure all lodge facilities are well maintained and operational.

• Welcome and engage with guests upon arrival and during their stay.
• Ensure guests receive personalised, memorable service.
• Handle guest complaints promptly, professionally, and effectively.
• Coordinate special occasions, celebrations, honeymoon packages, and VIP experiences.
• Monitor guest feedback and implement improvements where necessary.
• Build strong relationships with repeat guests and travel partners.
• Ensure guest satisfaction targets are consistently achieved.

• Supervise and support departmental managers and supervisors.
• Lead, motivate, coach, and mentor employees.
• Conduct staff training and development.
• Assist with recruitment, onboarding, and performance management.
• Ensure staff adhere to company policies, grooming standards, and service expectations.
• Prepare staff rosters and manage attendance where required.
• Foster a positive and productive working environment.

• Work closely with the Executive Chef and Food & Beverage team.
• Ensure exceptional dining experiences.
• Monitor restaurant, bar, and boma service standards.
• Assist with menu planning and special events.
• Ensure compliance with food safety and hygiene regulations.
• Monitor beverage and stock controls.

• Ensure guest rooms and public areas meet luxury cleanliness standards.
• Coordinate with housekeeping to maintain room readiness.
• Monitor preventative maintenance schedules.
• Report maintenance issues and ensure timely resolution.
• Conduct routine inspections of lodge facilities and equipment.

• Assist with departmental budgeting and cost control.
• Monitor daily revenue and expenditure.
• Control stock levels and reduce wastage.
• Approve departmental requisitions where authorised.
• Prepare operational reports for senior management.
• Assist with payroll information and staff timesheets.
• Ensure compliance with company financial procedures.

• Ensure compliance with occupational health and safety regulations.
• Maintain emergency response procedures.
• Conduct safety inspections.
• Ensure food safety and hygiene standards are maintained.
• Ensure staff comply with company policies and legal requirements.
• Promote responsible tourism and environmental sustainability initiatives.

• Assist with reservations and guest check-in/check-out procedures.
• Ensure reservation accuracy and effective room allocation.
• Liaise with the reservations team regarding guest requirements.
• Coordinate VIP arrivals and special requests.

• Support the coordination of safari activities and guest excursions.
• Ensure guest activities operate safely and efficiently.
• Promote environmental awareness and conservation initiatives.
• Ensure guests receive accurate information regarding lodge activities.

POSITION INFO:
Minimum Qualifications

• Diploma or Degree in:
• Hospitality Management
• Hotel Management
• Tourism Management
• Business Management or related field

• Minimum 3–5 years' management or supervisory experience within a luxury 5-star game lodge, safari lodge, boutique hotel, or resort.
• Previous experience in Front Office, Food & Beverage, Guest Relations, or Lodge Operations.
• Experience managing multiple hospitality departments.
• Proven leadership and people management experience.
• Experience using hospitality property management systems (e.g. NightsBridge, Semper, Opera, Protel or similar) is advantageous.