Assistant Lodge Services Manager – Chobe Game Lodge

Job Description

Job Purpose

The primary responsibility of an Assistant Lodge Services Manager is to assist the Lodge Services Manager in ensuring and maintaining a high standard of guest satisfaction during their stay in the lodge. The role ensures guests have an experience that exceeds their expectations.

Key Duties & Responsibilities

Communication with Guests

• Communicate with all guests on a regular basis during their stay.
• Conduct daily feedback meetings with the General Manager and Deputy General Manager.
• Ensure guests are well informed about services and amenities on offer.

Safety and Compliance

• Ensure allocated guests are properly briefed on health and safety measures prior to embarking on their safari experience.

Guest Services Management

• Oversee guest experience to ensure all guests receive high-quality service and have a memorable stay.
• Address any issues or concerns promptly and professionally.

Quality Assurance

• Implement feedback systems such as guest surveys and reviews to gather insights for continuous improvement.
• Gather feedback on staff attitude and service levels.
• Monitor guest satisfaction and act proactively if there is a problem.

Qualifications and Requirements

• Formal qualifications in Hotel and Tourism Management or Hospitality Management (Certificate, Diploma, Degree, or equivalent).
• At least three (3) years in a similar role, preferably within the safari industry.
• Attention to detail, product and operational knowledge, and local insight.
• Strong communication and good listening skills.
• Ability to multitask under pressure.
• Thorough problem-solving, organizational, and leadership skills.
• Hosting skills, people skills, and computer literacy.