Service and Standards Manager – Wilderness Safaris Botswana
Job Description
MAKE A DIFFERENCE TO CONSERVATION AND COMMUNITY EMPOWERMENT THROUGH HIGH-END ECOTOURISM
JOIN WILDERNESS SAFARIS NOW
Proudly established in Botswana over 38 years ago. Wilderness Safaris remains dedicated to pioneering authentic and sustainable conservation tourism in Africa, whilst making a positive impact on community empowerment. By doing this, the company helps to protect more than 2.3 million hectares of pristine wilderness areas.
Wilderness Safaris Botswana is inviting like-minded people who suit the below criteria to apply for this exciting career opportunities: Service and Standard Manager and to join this remarkable company to help drive positive change in Africa through high-end ecotourism.
SERVICE AND STANDARDS MANAGER
PURPOSE OF THE JOB
The Service and Standards Manager will collaborate with Camp General Managers to drive excellence in the company service culture by ensuring the Company Minimum standards are adhered to by all Wilderness and Associated Product camps. This position shall report directly to the Service Manager – Botswana Region.
BRIEF DESCRIPTION OF POSITION
- Set and maintain the standards for the region. Ensure camps are in line with the group and brand standards whilst still having their own individuality through style, service and appearance.
- Drive the Regional and Group Service Company Strategy into the camps in a clear and consistent manner.
- Create / update the minimum standards documents for the region. Ensure these are created so that a focussed and clear message is delivered into camps.
- Gauge compliance of the company standards through observation and regular reports and identify any needs / areas for improvement.
- Carry out service audits / reporting timeously and ensure the results are fed back appropriately to the correct audience.
- On-the-ground mentoring, motivation, guidance and support are essential and should form part of camp visits.
To Provide guidance on reading guests and delivering the best possible personalised guest experience, o Provide guidance on hosting with a focus on personalisation, as well as other areas such as the use and importance of the mood boards and the most efficient way to conduct morning management / head of department / guide meetings, o Provide guidance on the passing of detailed guest information between camps as well as internally with managers and guides.
- Liaise closely with the Training department on further training needs in the camps and what should be covered.
- Monitor and analyse guest feedback and industry trends and, through these, assist in improving and enhancing camp service delivery and guest experience.
- Innovate and develop signature experiences and magic moments for each camp – small effort for big impact philosophy.
- Innovate and develop fun and unique experiences for the family offering.
- Monitor and provide guidance to camps on the correct use of guest gifting.
- Provide guidance to camps on the correct use of
- Assist with the monitoring of softs and decor asset management if and when required.
- Creation of new, relevant and innovotive-ideas in all aspects of the job to keep guests engaged as well as ahead of the competition.
- Engage with the Food Experience in developing and implementation of new food
- Hosting of VIP visits in camps.
- Assist with photographic visits where and when required.
ESSENTIAL QUALIFICATIONS & EXPERIENCE
- A Diploma in Tourism & Hospitality / equivalent.
- A minimum of 5 years’ experience in the luxury travel industry, with 2 years having worked in a similar position
- Formal and thorough understanding of hospitality service and standards
- Management experience and skills.
- Mentoring/coaching skills and experience will be an added advantage
- Extensive interactions and an innate understanding of international luxury travel clientele and their expectations
- Knowledgeable in conducting audits on Services and Standards
- Experience on brand management
COMPETENCIES
- Provide motivational support – the ability to enhance others commitment to their work
- Excellent Communication & Interpersonal skills.
- Service excellence (Desire to enhance Guest Experience)
- Phenomenal computer skills
- Exceptional attention to detail.
- Managing Change – the ability to introduce new ways of ana helping others implement the change
- Flexibility – openness to different ways of doing things
- Leadership by example.
Only candidates who meet the above requirements need to apply by following the link below: https://wilderness.simplify.hr/vacancy/lzpi5d
