Senior Duty Manager

Wild Dreams Hospitality; Limpopo; On-site; ZAR 900,000 - 1,300,000; Full time

Job summary

Wild Dreams Hospitality in Limpopo, South Africa, seeks a hands-on Senior Duty Manager to lead teams across departments, host discerning guests, and own service, presentation and guest concerns when the Resident Manager is away.

The role requires proven leadership in luxury hospitality, safari lodge experience, and the ability to manage multiple operations with discretion and composure under pressure. Flexibility and a proactive, hands-on leadership style are essential.

Qualifications

• Proven leadership experience in senior management roles within luxury hospitality.
• Experience in luxury safari lodge or tented camp environments.
• Ability to deliver personalised guest service and handle sensitive issues discreetly.

Responsibilities

• Lead guest experience from arrival to departure, including special arrangements.
• Protect guest privacy while delivering personalised service.
• Lead service recovery and resolve complaints within delegated authority.
• Set daily priorities, run duty briefings, ensure clear handovers across departments.
• Coach team members, reinforce service standards and address issues promptly.
• Verify readiness of suites and public areas to five-star standards.
• Oversee restaurant and private dining, coordinating with kitchen for dietary needs.
• Track departmental spend and support payroll administration.
• Submit weekly reports on operational risks and actions needed.

Skills

Leadership experience

Luxury safari lodge experience

Guest service

Handling sensitive complaints

Housekeeping coordination

Maintenance coordination

Food & beverage coordination

Budget monitoring

Cost control

Payroll administration

Reporting

Decision making

Discretion

Leadership under pressure

Flexibility with hours

Tools

Opera Proficiency

Job description

This is a hands-on senior role for a luxury hospitality professional who can lead teams across departments, host discerning guests and take ownership of service, presentation and guest concerns, stepping in as the senior point of contact when the Resident Manager is away.

Core Criteria:

• Proven leadership experience as a Senior Duty Manager, Assistant Lodge Manager or similar role in luxury hospitality
• Luxury safari lodge or tented camp experience
• Ability to deliver personalised guest service and handle sensitive complaints with discretion, authority and follow-through
• Experience coordinating housekeeping, maintenance and food and beverage, with sound judgment under pressure
• Strong administration and reporting skills, including proficiency in Opera
• Practical experience monitoring budgets, controlling costs and overseeing purchasing, stocktakes and stock variances
• Valid driver's licence
• Physically able to carry out the duties of the role and to work safely around wildlife
• Willingness to work extended and flexible hours as operations require
• Immediately available candidates will be at an advantage
• Sound judgment, discretion and the confidence to make decisions independently
• Composure under pressure, close attention to detail and the ability to prioritise
• A visible, hands-on leadership style that builds accountability and holds teams to five-star standards

Core Responsibilities:

• Lead the guest experience from arrival to departure, including honeymoon and anniversary arrangements, private dining and special requests
• Protect the privacy of each suite while delivering personalised service
• Lead service recovery, resolve sensitive complaints within delegated authority and confirm agreed actions are completed
• Set daily priorities, run duty briefings and ensure clear handovers and accountability across departments
• Coach team members, reinforce service standards and address performance or conduct issues promptly
• Verify the readiness of all eight suites, including decks, plunge pools, salas and bathrooms, and check public areas to the same standard
• Prioritise maintenance issues by guest impact and safety, *escalate urgent defects* and confirm repairs are completed
• Lead restaurant and private deck dining, timing meals around morning and evening game drives and confirming dietary requirements with the kitchen
• Oversee food and beverage stock, service quality and wastage
• Manage stock ordering and stocktakes, investigate variances and enforce purchasing controls
• Track departmental spend against budget and support payroll administration
• Submit weekly reports highlighting operational risks and actions needed
• Act as the senior operational contact in the Resident Manager’s absence, deciding within delegated authority and escalating significant incidents promptly
• Coordinate guest movements and game‑drive departures with the field guides
• Maintain safety and emergency procedures suited to a cliffside property within a wildlife reserve