Lodge Manager at Tanganyika Wilderness Camps

THE PURPOSE

The main purpose of the Lodge Manager is to manage the lodge and thereby create a profound guest experience, in the line with the service vision and creative concepts of the Lodge.

It is the responsibility of the Lodge Manager to monitor hospitality service, maintenance, gardening and housekeeping standards within the lodge. The role is additionally strategic in nature and the lodge manager must drive the appropriate service directives for the lodges, and move the department towards achieving broader goals.

In this capacity, guest expectations regarding the standard of service should be exceeded. In addition, the lodges need to be monitored so that they run in a cost- effective manner, within the agreed budget, in a manner which is conducive to positive inter-personal relationships between staff, and at a superior level of efficiency.

The lodge manager is also responsible for ensuring that the morale of the lodge staff is kept at a high level and that staff are developed on an ongoing basis.

KEY PERFOMANCE AREAS AND ACTIONS

1. Drive the goals of the company; provide high standards of personalized service & customer care to ensure exceptional customer experience during stay;

• To formulate plans for lodge, according to the goals and guidelines provided
• Liaise actively & continuously with all members of the department, other Strategic Managers and Head of Departments and management before completing the plans.
• Ensure that the lodge staff are aware of the plans and relevant objectives and ensure that they feel part of the process.

2. Responsibility and training of the lodge staff in line with delivering high standards of personalized service;

• Daily meetings with team to discuss daily plain, arrivals, departures, maintenance, food, special requests, guest & staff etc.
• To issue daily tasks and ensure that tasks are executed timeously and to the required standard
• To ensure that all staff have a clear understanding of the Standard required of them.
  • Maintain an eagle eye on guest feedback and take action, where necessary.
  • Provide and plan for adequate staff on the ground through:
    • recruitment
    • appropriate management of staff leave

• Ensure all staff are correctly dressed to enhance the image of the establishment.
• To check buffets and bush function set up to see that standards have been attained.
• Check that back-house areas are clean and tidy.
• Complete the staff register on a daily basis.
• Conduct staff performance reviews on an annual basis to provide feedback to staff on their performance; to identify training needs; and encourage input from individuals in terms of the department processes and their individual performance.
• Take charge in any emergency that occurs within the lodge and follow the emergency procedures as laid out.
• Fulfill general management functions as requested

3.Ensure ultimate guest relations in the lodge and that the “at home” personal attention levels are maintained

• Meet and greet each guest in camp during their stay.
• Relay “guest in camp” information in the morning meeting.
• Co-ordinate emails relating to guest info from reservations office and file in a day file for easy reference.
• Manage the Assistant Lodge Managers who keep a guest database (history) updated with the assistance of the Company.
• Ensure that management staff are present at all guest meals.

• Ensure that staff meet guests in the car park on arrival and walk guests departing to their car on departure.
• Ensure that staff complete the following key tasks:
  • Appropriate Guest information is sent to other properties on the night before their departure
  • Indemnity forms are completed for each guest
  • Guests fill in the visitors’ book
  • Guests complete feedback cards
  • Proper guest check in & check out procedures arr followed

4.Maintain the highest standards of housekeeping and maintenance and ensure that style and design is not eroded

• Ensure that the lodge is maintained in line with the style and décor.
• Ensure that the style and design of the lodge is not eroded,moved or changed without senior approval.
• Track all maintenance issues and ensure that follow up is swift and effective.
• Ensure that every room is perfect & clean for a guest arrival and ready for their arrival on time.
• Conduct “Walk Through’s” in the lodge with the maintenance and housekeeping managers.
• Ensure that preventative maintenance is continuous.
• Co-ordinate with relevant department about the refurbishment of furniture.
• Conserve the furniture and fittings (oil, polish, paint).
• Ensure furniture and fittings are ordered and replaced.
• Keep a suppliers and stock list to facilitate perpetuation

5.Effective financial management through the administration of orders and effective stock control

• Stores are to be kept clean & locked at all times.
• Place orders timeously and correctly.
• Ensure that the lodge has sufficient crockery, cutlery, glassware.
• Ensure that stock received is checked against the invoice and original order form.
• Return any stock that is below standard.
• Make sure that stock is packed by a rotation system in storage areas, using the 'F.I.F. O' standard. (First In First Out).
• Ensure that prices on stock sheets are up-dated monthly, so that the financial performance is measured as accurately as possible.
• Ensure that stock takes of cutlery and crockery and bar items are completed on the last day of the month and that stock sheets are handed to the lodge administrator timeously.
• Manage the assistant lodge manager who ensures that the bar stock, wine cellar, cigars and private bar stocks are correctly controlled.
• Do spot checks every month on the stock sheets to ensure that stock takes are recorded accurately.
• Manage allocated budget lines being ultimately responsible for the Lodge performance and all discretionary expenses.
• Control the waste disposal, wood, crockery and cutlery, furniture and fittings, wine and bar, room snacks and guest complimentary budget lines on a weekly basis.
• Ensure that all guests bills are accurate and guests are charged for drinks to one account.

• Requests for Payment must be submitted with correct banking details where payment is required for suppliers.
• Keep a fixed asset register and manuals, product information and guarantees on file.
• Source new items via the Style and Décor Department at Head Office.
• Contact suppliers and contractors for any repairs that need to be carried out.
• Ensure that all capex purchases are planned in advance and then follow the required capex procedure.

6.Effective communication and maintenance of lodge relations

• Communicate continuously with kitchen staff and front of house staff to ensure that things run smoothly in the lodge.
• Complete a written handover for the assistant lodge manager when going on leave and conduct a formal handover on your return.
• Ensure that a good relationship is maintained with the other lodges.
• Ensure that the relationship between the kitchen and service staff is maintained.
• Daily meetings:
• Attend the Morning Meeting and Kitchen Meeting. Conduct the morning meeting in the absence of the general manager.
• Conduct a Front of House meeting for staff (review day sheet and allocate special requirements and tasks).
• Weekly meetings:
  • Attend the weekly meeting with the team.
  • Conduct weekly meetings with housekeeping and maintenance mangers.
• Monthly meetings:
  • Attend open house meetings (and ensure that your staff attend).
  • Attend monthly management meetings and present the month end report

7.General

• From time to time, you may be asked to carry out a task given to you by your superior, even though it may fall out of your general job description. It is expected that these tasks are part of the successful day-to-day operation of company and will be conducted as such.

MINIMUM QUALIFICATIONS/ EXPERIENCE/TECHNICAL SKILLS /KNOWLEDGE

1. Bachelor Degree/Diploma in Business Administration, Public Relations, Hotel Management or any other related field of study;
2. At least 3-5 Years Working Experience in management/administration / Service Industry (dealing with guests & staff) in East Africa.
3. Tourism Industry Experience is an added advantage; experience in an operation with
4. Advanced user in excel & strong MS Office skills (Word & PowerPoint. Bonus ResRequest);
5. Strong organization and analytical skills;
6. Ability to handle and manage multiple tasks;
7. Fluent in English and Swahili;
8. Foreign language if any i.e French, Spanish is an added advantage;
9. Exceptional attention to detail;
10. Outstanding problem-solving skills.
11. Tourism coarse/business or management coarse
12. Hospitality management / coarse
13. Customer service coarse
14. First Aid training / coarse
15. Management/Leadership skills
16. MUST BE Hands-on / Adaptable to every level entry and top entry work as the Lodge Manager

KEY INFORMATION TO TAKE NOTE

1. Lodge/Camp Manager | Hospitality
2. Location: Northern Tanzania
3. 3-month business visa for probation period and then Work and Residence permits upon employment.