Lodge Manager

Phoenix Recruitment; Thabazimbi; On-site; ZAR 300 000 - 500 000; Full time

Job summary

A leading hospitality agency is seeking a Guest Services Manager for a luxury lodge in Limpopo, South Africa. In this role, you will oversee lodge operations, ensure guest satisfaction, and lead a dedicated team. The ideal candidate will have 3-5 years of experience in a similar high-end environment and possess strong leadership and communication skills. A formal hospitality qualification and valid driver's license are essential. This is a perfect opportunity for someone passionate about delivering exceptional guest experiences.

Qualifications

• Minimum 3-5 years of experience in senior lodge management or guest services role in a 5* Safari Lodge or Boutique Hotel.
• Proven track record in delivering exceptional guest experiences.
• Valid driver's license and own transport essential.

Responsibilities

• Host and engage with guests to ensure unforgettable stays.
• Take full responsibility for lodge operations in the absence of the General Manager.
• Lead, mentor, and motivate the guest services team.

Skills

Exceptional guest experience delivery

Strong leadership

Excellent communication skills

Attention to detail

Problem-solving skills

Education

Grade 12

Formal hospitality qualification

Tools

MS Office Suite

Property management systems

Job description

Duties:

Guest Experience & Service:

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.

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.

Lodge Operations:

Take full responsibility for all lodge operations in the absence of the General Manager.

Ensure consistent communication and alignment with all other lodge departments 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.

Staff Leadership & Development:

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 and follow up on agreed personal development plans.

Foster a collaborative and inclusive culture across all lodge departments.

Financial & Stock Controls:

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.

Compliance & Standards:

Maintain adherence to all company health, safety, and sustainability policies.

Ensure full team compliance with the companyâ s sustainability initiatives.

Implement and follow all HR policies and procedures including roster management, leave, overtime and discipline.

Communication & Reporting:

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 support office as required.

Requirements:

• Grade 12
• A formal hospitality qualification
• A minimum of 3-5 yearsâ experience in a senior lodge management or guest services role in a 5* Safari Lodge or Boutique Hotel environment.
• Proven track record in delivering exceptional guest experiences.
• Strong leadership and interpersonal skills.
• 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 driverâ s license and own transport essential.
• Computer literate (MS Office Suite) and familiar with property management systems.