Lodge Manager

Position Summary

The Lodge Manager is responsible for the total oversight of the guest experience at the lodge, ensuring exceptional guest interaction and creating a welcoming, authentic, and seamless stay. This includes hands-on leadership of the guest services team, proactive communication, issue resolution, and continuous training and development of all lodge team members to maintain the highest standards of luxury service and hospitality.

• Be a visible and hands-on host, meeting and engaging with guests daily to ensure a personalized and unforgettable stay.
• Maintain the established standards of guest care, guest delight, and guest feedback management, always turning guest comments into opportunities for improvement.
• Respond promptly and graciously to all guest queries, complaints, and special requests; use all feedback as a learning platform.
• Act as the primary contact for high-profile guests, VIPs, travel agents, and media visits as required.
• Conduct regular guest briefings and ensure all activities and experiences run seamlessly.

• Ensure consistent communication and alignment with all other lodge departments – food & beverage, housekeeping, guiding, guest relations, and maintenance – to ensure seamless service delivery.
• Ensure departmental procedures and service standards are current and in line with company SOPs and guest expectations.
• Maintain cleanliness, orderliness, and presentation of the lodge at all times.

• Lead, mentor, and motivate the guest services team, setting clear goals, and performance expectations.
• Develop and support talent, including identifying and training team members for career growth.
• Conduct regular performance reviews, ensuring transparent communication, two-way feedback, and follow up on agreed personal development plans.
• Foster a collaborative and inclusive culture across all lodge departments.

• Support accurate financial processes including daily expenditure control, stock control, ordering, and stock-take processes.
• Monitor guest services costs and recommend efficiencies without compromising guest satisfaction.
• Adhere to par stock levels and manage supplier relations for guest service products.

• Maintain adherence to all company health, safety, and sustainability policies – including fire, hygiene, and HACCP.
• Ensure full team compliance with the company’s sustainability initiatives around water, waste, energy, and local partnerships.
• Implement and follow all HR policies and procedures including roster management, leave, overtime, and discipline.

• Attend regular management meetings to report on guest feedback, lodge service performance, and staff development.
• Prepare timely and accurate reports for the General Manager and MORE Family Collection support office as required.

• Minimum of 3-5 years’ experience in a senior lodge management or guest services role in a 5-star safari or boutique hotel environment.
• Proven track record in delivering exceptional guest experiences.
• Strong leadership and interpersonal skills – a natural motivator and team player.
• Excellent communication skills, both written and verbal.
• High level of professionalism, emotional maturity, and flexibility.
• Organized, with exceptional attention to detail and problem-solving skills.
• Solid knowledge of lodge operations and luxury guest expectations.
• Valid driver’s license and own transport essential.
• Computer literate (MS Office Suite) and familiar with property management systems.