eastern cape game reserve grahamstown Hospitaliy lodge manager

Minimum candidate requirements

• Matric and a degree, National Diploma or certificate in Hotel Management are essential.
• At least five years’ working experience in a five star lodge or hotel, with previous hospitality management experience essential.
• Candidates must demonstrate leadership across departments and responsibility for operating results.
• Thorough understanding of lodge operations, with strong working knowledge of Guest Relations, Front Office, Housekeeping and exceptional Food and Beverage knowledge.
• Financial competence, including budgeting, interpreting operating results, cost control, stock management and sound administrative discipline.
• Proficiency in OPERA and all Microsoft Office packages; experience using GuestRevu and TripAdvisor to manage guest feedback and reputation.
• Excellent spoken and written English, including clear management reporting. Professional presentation, strong interpersonal skills and excellent attention to detail.
• Proven ability to motivate teams and train staff, with an understanding of basic labour requirements and disciplinary procedures.
• Valid driver’s licence without endorsements and own reliable vehicle or transport. Willingness to accept a live in position is essential.

Preferred profile: Previous General Manager or Lodge Manager experience in a luxury safari lodge, with evidence of improving guest satisfaction, profitability, team performance and property standards. Strong planning, time management and calm decision making under pressure are important.

Key responsibilities
Lodge leadership and daily operations

• Set clear standards and responsibilities for departmental leaders; run daily briefings, inspect the property and verify operational readiness before guest arrivals and service periods.
• Coordinate occupancy, arrivals, departures, special requests and departmental workloads. Maintain effective duty management, handovers and cover during absences.
• Implement operating procedures and improvement plans; resolve recurring service failures and hold teams accountable for agreed actions.

Guest experience and service standards

• Build personal relationships with guests and remain visible throughout their stay. Ensure preferences, dietary needs and special occasions are accurately communicated and delivered.
• Take ownership of complaints and service recovery. Monitor GuestRevu, TripAdvisor and direct feedback; address root causes and oversee timely, professional responses in line with policy.
• Inspect rooms, public areas and dining experiences regularly, ensuring presentation, cleanliness and service consistently meet the lodge’s standards.

Financial performance and commercial management

• Manage the lodge’s operating budget and forecasts with management and finance. Review monthly profit and loss results, explain variances and implement corrective action.
• Control payroll, purchasing, food and beverage costs, utilities and other operating expenses without compromising guest standards or asset condition.
• Be involved in stock counts, requisitions, cash and billing controls, wastage, breakages and supplier performance. Maintain accurate records and investigate discrepancies promptly.
• Work with reservations and sales to support occupancy, room revenue, repeat business and appropriate additional guest spend. Monitor performance against agreed revenue and profitability targets.

Food and Beverage and housekeeping

• Lead service quality across dining, bar and guest hospitality. Work with the chef and relevant managers on menu standards, dietary requirements, stock availability, cost control and consistency.
• Maintain food hygiene, safe storage and cleaning standards. Ensure room preparation, laundry, linen and amenities meet inspection standards and required turnaround times.

Property maintenance and asset care

• Own the lodge’s condition and presentation, including guest rooms, public areas, grounds, equipment and relevant infrastructure. Conduct routine inspections and maintain an up to date defect register.
• Implement preventive maintenance schedules, prioritise repairs and confirm work is completed properly. Coordinate contractors and shared maintenance teams with minimal guest disruption.
• Track breakdowns, room downtime and repeat defects. Plan replacement needs and motivate capital expenditure before deferred maintenance affects safety, service or asset value.

Employees and departmental leadership

• Lead recruitment, induction, rostering, performance reviews and development within approved structures. Manage attendance, overtime and leave to maintain effective staffing.
• Coach departmental leaders and deliver practical, ongoing service training. Build a respectful working environment with clear expectations, teamwork and consistent accountability.
• Address poor performance, grievances and misconduct promptly with HR support and in accordance with company procedures and applicable labour requirements. Maintain appropriate employee records.

Safety and operational resilience

• Implement company health, safety, security, food safety and environmental procedures. Maintain emergency readiness and coordinate responses to medical, fire, wildlife and infrastructure incidents with the relevant reserve teams.
• Report incidents and material risks promptly, maintain action records and ensure corrective measures are completed. Protect guest information, company assets and confidential business information.