Junior Management Couple

Guest Experience & Hosting:

• Be a highly visible and engaging host throughout the guest journey.
• Personally welcome, engage with and farewell guests.
• Build genuine relationships with guests and create memorable, personalised experiences.
• Recognise and acknowledge members, particularly Elite members, and ensure that their benefits and preferences are appropriately delivered.
• Anticipate guest needs and proactively identify opportunities to exceed expectations.
• Handle guest requests, concerns and complaints professionally, efficiently and with a genuine desire to resolve the situation.
• Create "wow" moments and unique safari-lodge experiences that go beyond standard hotel service.
• Monitor guest feedback and take immediate action where improvements are required.
• Ensure that special occasions, preferences, celebrations and VIP requirements are communicated and delivered seamlessly.

Brand & Systems:

• Have a strong working knowledge ofinternational standards, culture and operating procedures.
• Demonstrate practical knowledge, including the recognition and servicing of Elite members.
• Be highly proficient inGuest Services and related systems.
• Ensure guest recognition, service standards and operational requirements are consistently followed.
• Maintain a strong understanding of brand positioning and the importance of individuality, storytelling and authentic local experiences.
• Be comfortable working within standards while ensuring the property maintains its own unique safari identity.

Opera PMS:

• Behighly proficient in Opera PMSand confident managing front-office operations.
• Monitor arrivals, departures, room status, guest profiles, traces, billing and reservations.
• Ensure accurate guest information and preferences are captured and communicated.
• Manage room allocations and operational requirements effectively.
• Assist with check-ins, check-outs and guest account queries when required.
• Ensure accurate handling of VIP, repeat and special-interest guests.
• Support the Front Office team with Opera-related queries and operational challenges.

Operational Leadership:

• Take responsibility for the property during assigned shifts and ensure smooth day-to-day operations.
• Coordinate and supervise Front Office and relevant operational departments during the shift.
• Conduct regular property inspections and ensure that guest-facing areas consistently meet luxury standards.
• Monitor service delivery across the lodge and intervene where necessary.
• Ensure effective communication between Front Office, Housekeeping, Food & Beverage, Safari Operations, Maintenance and other departments.
• Conduct shift handovers and ensure all important operational and guest information is communicated.
• Manage incidents, emergencies and operational challenges calmly and professionally.
• Ensure all company and property policies and procedures are adhered to.

Team Leadership:

• Lead by example and inspire the team to deliver exceptional hospitality.
• Coach, mentor and support colleagues during daily operations.
• Maintain high standards of grooming, professionalism, communication and service.
• Conduct effective pre-shift briefings and communicate guest requirements and operational priorities.
• Address performance or service issues professionally and promptly.
• Foster a positive, collaborative and guest-focused working environment.

Working Hours & Flexibility:

• This is ahands-on hospitality leadership roleand requires a flexible approach to working hours.
• The successful candidate must be prepared to:
• Work shifts, including early mornings, evenings, weekends and public holidays.
• Work normal hotel/lodge operational hours as required by the business.
• Be available during peak guest periods and operationally critical times.
• Remain calm, professional and energetic during busy periods.
• Lead from the front rather than manage exclusively from an office.

Requirements:

• Relevant hospitality qualification preferred.
• Minimum3–5 years' experiencein hotel/lodge operations, with supervisory or management experience.
• Previous experience in a luxury hotel, lodge or 5-star environment advantageous.
• Strong working knowledge ofOpera PMS – essential.
• Excellent verbal and written communication skills.
• Strong computer literacy.
• Valid driver's licence advantageous.
• South African citizenship or valid right to work in South Africa.
• Proven experience in a Duty Manager, Assistant Front Office Manager, Front Office Manager or similar hotel leadership role.
• Experience within an international hotel brand
• Exceptional communicator and natural host.
• Genuine passion for luxury hospitality and guest engagement.
• Confident dealing with international and high-profile guests.
• Make sound decisions independently and under pressure.
• Strong attention to detail without losing sight of the bigger guest experience.
• Energetic, approachable, polished and professionally presented.
• Understands that exceptional hospitality is about creating emotions and memories, not simply completing tasks.
• Passionate about safari, nature, South Africa and creating authentic experiences for international travellers.

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