Relief Lodge Manager

SUMMARY:
Award-winning Lodge Group based in Sabi Sands is looking for a Relief Lodge Manager to provide flexible senior operational leadership across the reserve, ensuring management continuity across the lodges.
 
The role rotates between Lodge Manager and Guest Experience Manager responsibilities, providing planned leave coverage, operational support and leadership capacity according to the needs of the business.
 
When covering a Lodge Manager position, the Relief Lodge Manager assumes the operational accountability and authority of that role. When covering the Guest Experience Manager, the role provides cross-property guest experience leadership across both lodges.
 
The role requires the flexibility to move between properties and leadership functions and to adapt quickly to different operational requirements, teams and guest profiles.

POSITION INFO:
Duties:  
 
Guest Experience Leadership:
 
Deliver exceptional and personalised guest experiences in line with the luxury standards
Act as a visible and engaging host, interacting with guests throughout their stay.
Build meaningful guest relationships and anticipate guest needs to create memorable experiences.
Proactively address guest requests, concerns, and feedback, ensuring effective and timely resolution.
Coordinate special occasions, VIP arrivals, celebrations, and bespoke guest requirements.
Monitor guest satisfaction and identify opportunities to continuously enhance the guest experience.
Ensure all guest touchpoints consistently reflect the standards and reputation  
 
Operational Management:
 
Assume operational responsibility for Lodges when serving in a relief capacity.
Ensure the smooth day-to-day operation of the lodge and all guest-facing activities.
Oversee guest arrivals, departures, room allocations, daily itineraries, and lodge logistics as required.
Conduct regular inspections of guest areas and operational facilities to ensure impeccable presentation and maintenance standards.
Work closely with Heads of Department to ensure effective communication and seamless service delivery.
Maintain operational readiness and service excellence during periods of management transition or leave coverage.
Monitor operational challenges and implement appropriate solutions to minimise disruption to the guest experience.
 
Relief Management:
 
Provide rotational leave coverage
Assume the full authority and responsibilities of the position being covered during relief periods.
Serve as the primary operational contact for guests, team members, suppliers, and support office departments when acting in a management capacity.
Ensure all management handovers are completed effectively and operational continuity is maintained.
Escalate significant operational, guest, financial, or safety concerns appropriately when required.
Support both lodges during peak occupancy periods and special events as business needs dictate.
 
Service Excellence & Quality Assurance:
 
Maintain the highest standards of luxury hospitality across all guest-facing areas.
Conduct regular quality assurance inspections and service observations.
Ensure departmental standards, procedures, and brand requirements are consistently implemented.
Support continuous improvement initiatives aimed at enhancing guest satisfaction and operational efficiency.
Assist with service recovery where required and ensure lessons learned are implemented.
 
Financial & Resource Management:
 
Support departmental cost control initiatives and responsible resource utilisation.
Monitor operational expenditure relevant to the area being managed.
Assist with stock management processes and inventory controls when performing lodge management duties.
Ensure company assets, equipment, and facilities are maintained and utilised responsibly.
 
Compliance, Health & Safety:
 
Ensure compliance with all company policies, procedures, and operational standards.
Maintain adherence to health, safety, environmental, and sustainability requirements.
Support emergency preparedness procedures and operational risk management.
Ensure guest and employee wellbeing remains a priority at all times.
Promote responsible tourism practices and environmental stewardship.
 
Leadership & Collaboration:
 
Foster strong working relationships with departmental managers and support teams.
Provide leadership, direction, and support to operational teams when acting in a management capacity.
Encourage collaboration and a culture of service excellence throughout the lodges.
Participate in leadership meetings, operational reviews, and strategic discussions as required.
Act as a positive ambassador for the groups purpose and values.
Complete structured handovers at the commencement and conclusion of each relief period.
Ensure outstanding guest matters, operational issues, staffing matters, maintenance concerns, financial matters and follow-up actions are clearly communicated.
Maintain accurate management logs and ensure continuity between incoming and outgoing managers.
 
Requirements:
 
Minimum 3-5 years' experience in a management role within a luxury safari lodge, boutique hotel, or five-star hospitality environment.
Previous experience managing guest-facing operations in a luxury hospitality setting.
Strong understanding of lodge operations, guest experience delivery, and service excellence.
Demonstrated ability to lead diverse teams and manage operational priorities.
Excellent communication and interpersonal skills.
Strong guest engagement and relationship-building abilities.
Effective problem-solving and decision-making capability.
Financial awareness and operational business acumen.
Ability to remain calm and effective under pressure.
Computer literacy, including Microsoft Office and hospitality management systems.
Valid driver's licence.