FOH / Duty Manager

SUMMARY:
Job Summary
The Front of House / Duty Manager is responsible for overseeing all guest-facing operations at the game lodge, ensuring exceptional service standards, smooth daily operations, and memorable guest experiences. This role acts as the primary point of contact for guests and supports lodge management in coordinating front office, hospitality, and service teams.
 
Duties and Responsibilities

• Oversee daily front of house operations including reception, guest services, and concierge duties
  - Act as the Duty Manager on shift, taking responsibility for lodge operations and guest satisfaction
  - Manage guest arrivals, departures, and check-in/check-out procedures
  - Ensure all guest interactions reflect lodge service standards and brand values
  - Handle guest complaints, feedback, and special requests professionally and efficiently
  - Coordinate guest activities, transfers, game drives, and schedules with guiding and operations teams
  - Liaise with reservations to ensure accurate guest information and room allocations
  - Supervise front of house staff and ensure adequate staffing levels per shift
  - Conduct daily briefings with FOH, guides, and relevant departments
  - Ensure public areas are maintained to the highest standards of cleanliness and presentation
  - Monitor service flow in dining areas, bars, and guest lounges
  - Support food and beverage service during peak times
  - Ensure accurate billing, posting of charges, and guest accounts
  - Ensure compliance with health, safety, and lodge operational procedures
  - Manage cash handling and shift-end reports when required
  - Conduct room and public area inspections
  - Assist with stock control and ordering for front of house operations
  - Maintain accurate guest records, preferences, and special notes
  - Ensure emergency procedures are understood and followed
  - Step in for senior management when required
  - Perform any reasonable duties as requested by lodge management

POSITION INFO:
Grade 12 / Matric certificate
- Qualification in Hospitality, Tourism, or Hotel Management – advantageous
- Minimum 2–3 years’ experience in a front of house, duty management, or supervisory role within a lodge or hotel
- Strong understanding of game lodge operations and guest expectations
- Experience with reservation and PMS systems (e.g., Opera, NightsBridge, Semper, ResRequest)
- Excellent communication skills (English essential; additional languages advantageous)
- Strong leadership and people management skills
- High level of professionalism and guest focus
- Ability to work shifts, weekends, and public holidays
- Valid driver’s licence – advantageous
- First Aid Level 1 – advantageous
 
Key Skills & Competencies

• Exceptional guest service and interpersonal skills
  - Strong organisational and time management abilities
  - Problem-solving and decision-making skills
  - Ability to remain calm under pressure
  - Attention to detail
  - Strong communication and coordination skills
  - Cultural sensitivity and professionalism
  - Ability to lead by example