Duty Manager

SUMMARY:
Job Summary
The Duty Manager is responsible for overseeing the daily operations of the lodge, ensuring exceptional guest experiences and maintaining the highest standards of luxury hospitality. Acting as the Manager on Duty, this role coordinates all operational departments, including Front Office, Housekeeping, Food & Beverage, Maintenance, and Safari Operations, to ensure seamless service delivery, guest satisfaction, and operational efficiency.
Key Duties & Responsibilities
Guest Relations

• Welcome VIP guests and oversee guest arrivals and departures.
• Ensure every guest receives personalized, five-star service throughout their stay.
• Handle guest requests, complaints, and special requirements promptly and professionally.
• Conduct regular guest interaction during meals and throughout the lodge.
• Coordinate special occasions, celebrations, honeymoon setups, and surprise experiences.
• Monitor guest feedback and implement service improvements.
• Ensure guest preferences are recorded and communicated to all relevant departments.

• Oversee the day-to-day operation of all lodge departments.
• Ensure smooth coordination between Front Office, Housekeeping, Food & Beverage, Maintenance, Spa (where applicable), and Safari Operations.
• Conduct daily operational briefings and departmental handovers.
• Monitor service standards and ensure compliance with luxury brand expectations.
• Assist with room inspections to ensure accommodation meets five-star standards.
• Ensure all lodge facilities are clean, safe, and fully operational.

• Supervise and support departmental supervisors and team members.
• Assist with staff scheduling and daily duty rosters.
• Monitor staff performance and provide coaching where required.
• Conduct on-the-job training to maintain service excellence.
• Promote teamwork, professionalism, and a positive workplace culture.
• Assist with disciplinary and performance management processes in conjunction with HR and senior management.

• Monitor restaurant, bar, and dining service standards.
• Ensure smooth coordination of meal services, bush breakfasts, sundowners, and boma dinners.
• Assist with wine service and guest dining experiences where required.
• Ensure hygiene, food safety, and presentation standards are maintained.

• Coordinate guest activity schedules with the guiding team.
• Ensure game drives, bush walks, transfers, and other activities operate according to schedule.
• Liaise with guides to accommodate special guest requests.
• Assist in creating memorable safari experiences for guests.

• Prepare daily operational reports.
• Monitor occupancy levels and lodge activity schedules.
• Assist with stock control and inventory management.
• Authorize departmental requisitions where delegated.
• Ensure accurate guest billing and resolve account queries.
• Assist with cash handling and end-of-day reconciliations when required.

• Ensure compliance with Occupational Health and Safety requirements.
• Monitor lodge security procedures and emergency preparedness.
• Conduct routine safety inspections.
• Ensure all incidents, accidents, and maintenance issues are reported and followed up.
• Ensure compliance with company policies and operating procedures.

• Assist in controlling departmental operating costs.
• Monitor wastage and implement cost-saving initiatives.
• Support budget management and revenue optimization.
• Promote upselling of lodge experiences, spa treatments, beverages, and activities.
• Assist with stock variance investigations where necessary.

• Report maintenance issues promptly.
• Follow up on outstanding maintenance requests.
• Ensure guest areas remain in excellent condition.
• Coordinate room readiness with housekeeping and maintenance teams.

• Act as Manager on Duty during assigned shifts.
• Be available to respond to operational emergencies.
• Maintain professional relationships with guests, suppliers, and colleagues.
• Represent the lodge professionally at all times.
• Perform additional duties as assigned by the Lodge Manager or General Manager.

POSITION INFO:
Minimum Qualifications

• Grade 12 (Matric).
• Diploma or Degree in Hospitality Management, Hotel Management, Tourism Management, or a related field.
• Valid driver's licence.
• First Aid certification is advantageous.
• Wine knowledge or wine certification (e.g., WSET) is advantageous.

• Minimum 3–5 years' experience in luxury hospitality.
• At least 2 years' experience in a supervisory or Duty Manager role within a five-star lodge, luxury hotel, or safari lodge.
• Experience working in a remote lodge environment is highly advantageous.
• Knowledge of Property Management Systems (PMS) such as Opera, Protel, Semper, or similar.
• Experience overseeing multiple operational departments.