ABC Worldwide
Lodge Manager
Location: Okavango Delta, Botswana
This business is built, almost entirely, on the strength of remarkable people who give passionately to their roles, work tirelessly, and have the guest experience at the core of their focus daily and care of the sustainability of our communities and environment. Every single employee makes a huge difference to our success and our contribution to the world, regardless of their role or function. For this reason, we choose individuals very carefully – they are the strength and the future of this business.
The ideal person/couple would be held in high regard within the tourism industry, they would have a lot of experience in running a 5-star property in a remote area independently, with a good general understanding of lodge operations, finance, and staff management. The couple or individuals should be passionate about hospitality, and have a keen interest in sustainability, conservation and community development.
KEY RESPONSIBILITIES
Relationship building – with – staff, guests, governmental departments, the community, the industry (agents and other lodges)
Corporate Social Responsibility – working with the Africa Foundation in community development
Business efficiencies – cost control, local produce, quality of product
HR structure – maintaining and enhancing – understanding and adherence
Product development on guest experience – lodge, food, game experience, all guest touch points
Engaging – with the people, the culture, the work style, the expectation
Regular assessment of the functionality, efficiency and strength of all operational equipment, vehicles, generators and buildings
Sustainability – Analyzing the impact Sustainability has on our business and improving it
Reducing our Carbon Footprint
Management of Resources
Financial Management – Providing an oversight role of the lodge finance
Forecasting – Budget forecasting and ensuring the finance aspect of the lodge keep up with the ever changing business environment
Training Development – Providing the needed to the team to ensure they are up to speed with the desired service standards
New concepts and Creative Ideas – Keep abreast with the latest trends of service delivery
Health and Safety at the workplace
Development of a superior workforce
Plan staffing levels
Work with Human Resources staff to recruit, interview, select, hire, and employ an appropriate, right number and quality of employees
Provide oversight and direction to the employees in your business unit in accordance with the organization’s policies and procedures
Coach, mentor and develop staff, including overseeing new employee onboarding and providing career development planning and opportunities
Empower employees to take responsibility for their jobs and goals. Delegate responsibility and expect accountability and regular feedback
Foster a spirit of teamwork and unity among the lodge team that allows for disagreement over ideas, conflict and expeditious conflict resolution, and the appreciation of diversity as well as cohesiveness, supportiveness, and working effectively together to enable each employee and the department to succeed
Consciously create a workplace culture that is consistent with the overall organizations and that emphasizes the identified mission, vision, guiding principles, and values of the organization
Lead employees using a performance management and development process that provides an overall context and framework to encourage employee contribution and includes goal setting, feedback, and performance development planning
Lead employees to meet the organization’s expectations for productivity, quality, and goal accomplishment
Provide effective performance feedback through employee recognition, rewards, and disciplinary action, with the assistance of Human Resources, when necessary
Maintain employee work schedules including assignments, job rotation, training, leave and paid time off, cover for absenteeism, and overtime scheduling
Maintain transparent communication. Appropriately communicate organization information through department meetings, one-on-one meetings, and appropriate email and regular interpersonal communication
Perform Department Management
Manage the overall operational, budgetary, and financial responsibilities and activities of the lodge
Plan and implement systems that perform the work and fulfil the mission and the goals of the lodge efficiently and effectively
Plan and allocate resources to effectively staff and accomplish the work to meet departmental productivity and quality goals
Plan, evaluate, and improve the efficiency of business processes and procedures to enhance speed, quality, efficiency, and output
Make business decisions that are financially responsible, accountable, justifiable, and defensible in accordance with organization policies and procedures
Establish and maintain relevant controls and feedback systems to monitor the operation of the lodge
Review performance data that includes financial, sales, and activity reports and spreadsheets, to monitor and measure your business productivity, goal achievement, and overall effectiveness
Manage the preparation and maintenance of reports necessary to carry out the functions of the lodge. Prepares periodic reports for management, as necessary or requested, to track strategic goal accomplishment
Communicate regularly with other managers, with the regional manager, the director and other designated contacts within the organization
Perform other duties and responsibilities, as assigned
OUTPUTS
Overall responsibility for the effective management and running of the Lodge. To ensure the lodge and brand are taken to the next level of service standards
Overall Responsibility for budget creation and management
CAPEX structuring and planning responsibility
Overall Day to Day Management of the Lodge and Back of House
Daily meeting with Assistant Lodge Manager and Heads of Department to discuss the daily plan, including arrivals, departures, maintenance, food, special requests, bush banqueting etc.
Create strategy for guest delight, staff welfare, health and safety and training. Ensure plan is implemented and managed throughout the year
Create annual and monthly training plan for all departments and structure external training and exchanges with other lodges where possible
Create and maintain skills development plan
Creating an environment where the Company’s Golden Thread is continuously met and visible throughout the daily functioning of the lodge
Overall responsibility for all human resources in the lodge, ensuring all labour relations, leave and medical funds are managed correctly
Work with Executive chef to ensure menu and food are aligned to lodge quality standards and food budgets are being met and monitored
Structure and equipment – assessing, planning, budgeting and repairing of all buildings and equipment
Work directly with head of housekeeping, head butler and Guest Relations Managers to ensure the Lodge and Service standards are maintained at all times and ensure costs and budgets are managed and not exceeded
Hosting all Agents and Media and VIP Groups
KNOWLEDGE & SKILLS REQUIRED
Energetic, proactive person with well-developed concept of the importance of providing a world-class guest experience and the ability to provide that experience
Aware, evolved, energetic, compassionate, respectable, good communication and a strong leader
Lateral thinking ability
Initiative
Must be able to cope under pressure to meet guests needs
Good interpersonal skills and communication with staff and guests
Attention to detail
Diligence and self-motivation to meet deadlines
Willingness/ability to share information and teach and inspire others
Computer and financial skills
Knowledge and experience in business, supervision, and management
Knowledge of the functions, operation, and mission of the specific department
Better than average written and spoken communication skills
Outstanding interpersonal relationship building and employee coaching and development skills
Management experience in a team-oriented workplace preferred
Demonstrated ability to lead and develop a department and lodge staff members
Demonstrated knowledge of basic economics, budgeting, and accounting principles and practices
Demonstrated ability to serve as a knowledgeable resource to the organization’s management team that provides leadership and direction
Excellent computer skills in a Microsoft Windows environment. Must include knowledge of Excel and skills in Access
General knowledge of various employment laws and practices and employee relations
Evidence of the ability to practice a high level of confidentiality
Excellent organizational management skills
Education and Experience Required of the Manager
A minimum of three years of responsible leadership experiences in management or supervisory positions
Specialized training in managing human resources, preferred
PREVIOUS WORK EXPERIENCE REQUIRED
Experience in the service industry especially in dealing with guests and staff
Previous experience in running a five-star operation
PERSONAL CHARACTERISTICS
Good command of the English language
An outgoing, warm, friendly personality
Confident and comfortable around affluent people
Well presented, Honest, Diligent and self-motivator
Have the ability to work under pressure and meet deadlines
High energy levels
Good staff motivator skills
Passionate about creating memorable experiences for individuals
Good interpersonal skills
Sense of urgency
Passionate about guest delight
Attention to detail
Diligence and self-motivation to meet deadlines
Willingness and ability to share information, teach and inspire others
This is a permanent live-in position, based in the Okavango Delta.
ABC Worldwide
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