Duty Manager

Wild Dreams Hospitality; Pongola; On-site; ZAR 223,200 - 279,000; Full time

Benefits offered by this job

Live-in accommodation

Job summary

Wild Dreams Hospitality is seeking a Senior Duty Manager to run the floor across Front Office, F&B, guiding, and maintenance during your shift, keeping guest experience at a five-star standard in a remote bush environment.

You will oversee the full guest journey, manage handovers, and support staff while ensuring health, safety, and SOP compliance in a wilderness lodge setting. The role requires leadership, calm decision-making, and flexibility to work weekends and holidays.

Qualifications

• Previous experience in a similar Duty Management or senior lodge operations role.
• Working knowledge of Opera PMS essential.
• Strong administrative and reporting skills.
• Solid understanding of five-star lodge service standards.
• Calm, solutions-driven approach, especially under pressure.
• Strong leadership and staff supervision ability.
• Excellent verbal and written communication skills.
• Comfortable acting as first responder in guest emergencies (medical, wildlife, fire, or security related).
• Able to work flexible hours including weekends and public holidays in a remote setting.

Responsibilities

• Act as senior operational representative on duty, overseeing Front Office, Housekeeping, F&B, Guiding, and Maintenance
• Manage the full guest journey and handle feedback, complaints, and special requests with discretion
• Conduct shift handovers, daily briefings, and monitor service delivery against SOPs
• Coordinate with the guiding team to align guest movements and safari activities
• Supervise staff on duty, addressing conduct, appearance, and minor disciplinary matters
• Support training and mentoring of junior team members
• Ensure adherence to health, safety, and wildlife safety protocols, and manage incident reporting
• Complete daily operational reports, handover notes, and monitor room status and arrivals/departures
• Assist with stock control, cost awareness, and basic cash handling
• Liaise with Reservations and Head Office on guest movements and special requirements

Skills

Duty Management

Staff Leadership

Communication Skills

Calm Under Pressure

Guest Emergency Response

Flexible Hours

Operational Oversight

Five-Star Service

Tools

Opera PMS

Job description

This is a senior operational role for someone who can run the floor across all departments during their shift, from front office to F&B to guiding coordination, while keeping guest experience firmly at five-star standard in a remote bush environment.

Core Criteria

• Previous experience in a similar Duty Management or senior lodge operations role
• Working knowledge of Opera PMS essential
• Strong administrative and reporting skills
• Solid understanding of five-star lodge service standards
• Calm, solutions-driven approach, especially under pressure
• Strong leadership and staff supervision ability
• Excellent verbal and written communication skills
• Comfortable acting as first responder in guest emergencies (medical, wildlife, fire, or security related)
• Able to work flexible hours including weekends and public holidays in a remote setting

Core Responsibilities

• Act as senior operational representative on duty, overseeing Front Office, Housekeeping, F&B, Guiding, and Maintenance
• Manage the full guest journey and handle feedback, complaints, and special requests with discretion
• Conduct shift handovers, daily briefings, and monitor service delivery against SOPs
• Coordinate with the guiding team to align guest movements and safari activities
• Supervise staff on duty, addressing conduct, appearance, and minor disciplinary matters
• Support training and mentoring of junior team members
• Ensure adherence to health, safety, and wildlife safety protocols, and manage incident reporting
• Complete daily operational reports, handover notes, and monitor room status and arrivals/departures
• Assist with stock control, cost awareness, and basic cash handling
• Liaise with Reservations and Head Office on guest movements and special requirements

Package

• Salary: R20,000 to R25,000, dependent on experience
• Live-in position