Employer Description
Stunning 5* big 5 game lodge that sleeps 28 pax in Western Cape
Job Description
Seeking an experienced General Manager for a Big Five Private Game Reserve within the Western Cape. Exclusive upmarket private 14 bed lodge that offers a wilderness/game experience to overnight FIT and tour operator lodge guests and activity-based tourism/game drives and lunches to tour operator/bus groups and FITs. The Housekeeping and Food and Beverage Functions have to be maintained at the highest level as do the product offerings (accommodation/main lodge/bar/curio shop/game drives and excursions). The over-all running and management of the operation will be the responsibility of the General Manager, who will report directly to the shareholder/owners.
Responsibilities
Game Farm management
- Must have a basic understanding of game farm management principles and must be able to identify problems/concerns in the following areas and task work teams accordingly:
- Fence checks and boundary lines
- Road maintenance
- Game management and carrying capacity
- Water supply and boreholes
- Gardens around living zones
- Maintenance and Vehicle Control
- Must be able to identify areas in the lodge where maintenance is required
- Ensure that standard and functionality of all lodge infrastructure is maintained (both in guest and staff areas)
- Have a basic understanding of constructions/maintenance principles and provide working, long-term solutions to maintenance problems in the lodge
- All materials/contractors required for maintenance need to be costed and approved by owners
- Oversee the Vehicle Maintenance, Vehicle presentation and use of
- Ensure adherence and understanding to Fire, Hygiene, Health and Safety
- Reduce accidents and ensure that all safety hazards are addressed and potential problems communicated to the owner
- Scheduling of security staff – duties and responsibilities
- Develop and enforce lodge security systems
- Continual monitoring of security cameras and alarm systems
- Replenishment planning
- Oversee standard of food/drink as well as presentation (table/food/special occasion) to ensure lodge standards are maintained
- Knowledge and experience of overall hospitality operations/Food and Beverage
- Ensure the correct and timeous completion of all weekly/monthly financial reports and send them to owner
- Monitor and ensure that all payments received from guests are allocated and posted correctly – cash, card and eft payments must all be accounted for
- Ensure that all invoices are batched correctly and sent to the admin/support office for payment
- Check and sign-off Petty Cash Monitor
- Compile financial reports and report any irregularities to the owner
- Ensure monthly gratuities are allocated correctly – must be signed off, summarized and forwarded to the payroll office at month end
- Manage and control all purchasing for lodge – purchase orders and invoicing
- Control and issue all food and beverage stocks/linen/general lodge supplies
- Manage all stock takes and month end reports/consolidations
- Contribute to the creation, implementation and monitoring of budget throughout the organization
- Effective financial management through the administration of orders and effective stock control
- Manage and control inventory stock and compile Lodge monthly report
- Staffing, HR and Uniforms
- Planning and management of staff rosters and leave schedule
- Staff training and development throughout all departments – where required
- Managing lodge processes, staff scheduling and monitoring thereof
- Conduct staff disciplinary meetings and carry out disciplinary procedures
- Assistance in management of salaries, provident fund, medical aid
- Update and maintain staff files
- Day-to-day staffing of Front of House (FOH) as per guest requirements*
- Identify staff training requirements and try find ways to empower staff within company structure to add value back into the company
- Play a strong role in contributing to the direction and culture of the organization
- Training, mentoring and monitoring of middle management
- Provide effective leadership through professional management and encouragement of all subordinates
- Demonstrate and promote flexibility and adaptability towards changing working hours and shifts according to the requirements of a 24-hour operation
- Communicate effectively, frequently and respectfully with all members of the organization/staff team
- Housekeeping and Maintaining of Corporate Identity – oversee this function
- Regular and thorough checks of rooms/units to ensure that housekeeping standards are maintained
- Log all guest complaints/suggestions regarding housekeeping and make changes accordingly
- Management of daily linen and laundry
- Housekeeping team management, allocation of duties and creation of schedules
- Ensure that all lodge areas – front and back of house (FOH/BOH) are always clean and organized and that all equipment/infrastructure is maintained and to standard
- Maintain the highest standards of housekeeping and maintenance and ensure that the style and design of the lodge is not eroded
- Coordinate all guest events and daily lodge operations
- Be readily available to deal with guest queries and complaints
- Respond professionally to complaints – with a pleasant and helpful attitude
- Use feedback from complaints/conversations with guests as a learning experience and a platform for constructive discussion
- Drive and maintain superior levels of guest service and guest satisfaction
- Play a key role in interacting with guests regularly to ensure that all aspects of a guests’ stay are being catered to
- All pertinent information relating to guest requests or complaints must be filtered to the relevant department heads timeously
- Marketing and Product Development
- Oversee the ongoing collection and creation of marketing material in the lodge – in all media forms
- Oversee quality and accuracy of outgoing marketing content from the lodge
- Continual checking of external booking platforms to ensure that the lodge receives notification and payments for bookings made via external platforms
- Continual checking of correct company information on third party websites to ensure accuracy and follow-through of referral bookings
- Continual monitoring of social media platforms for “false news” or negative feedback regarding the lodge/company
- Continual communication to the website host to ensure that website is updated continuously with relevant news/announcements/information
- Ensure that all signage on the property and surrounds is vivid and up to date with the correct information and recent content/photographs
- Formulate and network with neighboring lodges and tourism products to integrate the product into the local community and the national lodge/tourism industry
- Hosting and “selling” the lodge to travel and tour agents/operators
- Remain informed and on top of industry trends – monitor local and local competitors and come up with new marketing ideas to remain interesting and competitive
- Development of detailed guest programs and experiences together with owners – both in the lodge and bush utilizing all venues
- Must be able to identify the “state of the shop” – whether it needs more stock/less stock/re-organizing and make suggestions accordingly
- Put systems in place to prevent breakages/damaging/theft of stock
- Monitor/take cognizance of turnovers and buying trends in the shop
- Control and drive shop sales
- Control and continually evaluate pricing of goods and services in the lodge to remain competitive
- Maintain full responsibility for the retail stock in the store – including costs, stores, losses, inconsistencies and expired stock items
- Ensure the Point of Sale (POS) is operated efficiently
- Conduct midmonth and month end stock takes to ensure requisition procedures are strictly followed according to par levels and company standards, ensuring accuracy
- Ensure that necessary stocks are ordered and on hand at the right quality and quantity according to company standards
- Stock choices and supplier choices and strategies and guidelines of stock levels are predetermined by buyer. Key performance areas for which General Manager is responsible are to maintain stock levels/displays instituted and the driving of sales.
Qualifications
Relevant Hospitality Management qualification advantageous.
Skills
Must have at least 5 years’ GM experience in a 5 star game lodge.
Ability to fine tune standards to 5 star.
Strategic and corporate minded.
Ability to mentor staff and upskill them.
Drive revenue.
Ensure top notch guest satisfaction.
Benefits
Accommodation