Relief Concession Manager

Reporting to the GM – Lodges, the Relief Concession Manager is directly responsible for overseeing the smooth running of allocated Concession & Camps. They should ensure they have adequate staff and management within the camps, and constantly push for higher service and standard levels within the camp. They should also oversee and control any camp related expenditure, and be able to account for this on a monthly/yearly basis.

Key Responsibility Areas:

• Must be willing to travel between Concessions.
• Management and care of all company assets and property
• Overseeing Staff and management numbers to allow for optimal performance within the camp.
• Actively drive staff performance, development & mentorship within the set-out Wilderness HR processes and procedures.
• Constantly strive for increased service levels within the camp.
• Implement, maintain & improve Wilderness Environmental and health policies within camps.
• Adequately forecast and control Camp and Concession expenditure, keeping track of this on a monthly basis
• Manage short and long-term maintenance projects within camps
• Field any guest or agent feedback, ensuring adequate responses are returned
• Manage any relevant Wilderness business relationships, including relevant concession and community partnerships.
• Host & Educate Key agents & Journalists.

Management and care of all company Assets and property

• Implement necessary systems for asset management
• Ensure accountability within the relevant departments
• Ensure preventative maintenance of assets occurs

Overseeing Staff and management numbers to allow for optimal performance within the camp

• Set Lodge Organograms to ensure optimal productivity within Lodge Management
• Procure in conjunction with HR, required Camp Managers
• Drive Staff number optimization through relevant Camp General Managers.
• Oversee and authorize Staff hiring through HR and Staff Welfare departments.

Actively drive staff performance, development & mentorship within the set-out WS HR processes and procedures.

• Mentor & Task Camp management to assess, develop, and mentor individuals within camps, using current HR processes.
• Ensure Staff Appraisals are carried out in respective camps as per the company policies.
• Create performance Objectives for Departmental Heads & Managers.
• Oversee Corrective counseling and Disciplinary processes carried out within camps when necessary, ensuring this is done within a fair and objective manner and relevant framework as set out by Wilderness Human Resources Department.

Constantly strive for increased service levels within the camp.

• Regularly visit camps to monitor and assess standards and service levels.
• Counsel and train management and individuals to constantly improve their standards.
• Create new service ideas and standards in conjunction with feedback from all relevant and interested parties.
• Ensure necessary training & development of skills occurs through the training department, and if necessary, with third-party involvement.

Implement, Maintain & Improve WS Environmental and Health policies within camps

• Familiarise yourself with both the Environmental and Health policies of Wilderness Safaris
• Assist with the implementation of this in camps.
• Regularly visit camps to ensure continued practice of policies.
• Improve policies where possible by meeting with interested parties to receive input.

Adequately budget and control Lodge expenditures, accounting for this every month

• Overall responsibility for the cost management of the concession under management.
• Assess Camp expenditure, meeting with relevant General Managers to ensure accountability.
• Approve any relevant company purchases personally
• Forecast areas of potential expenditure, including this in any projected budgets.
• Attend financial feedback meetings on a monthly basis.

Manage short and long-term maintenance projects within camps

• Visit each camp, ensuring relevant assessment of the camp is completed. This should encompass any necessary projects for growth or preventative maintenance
• Engage, Task, and oversee the relevant Technical Service or maintenance manager on set-out projects.
• Offer any Operational support as required.

Field any guest or agent feedback, ensuring adequate responses are returned

• Be the point of contact in conjunction with Guest Operations Manager, for any feedback given by guests and agents.
• Engage with the relevant lodge management to receive feedback if required.
• Respond with well-researched information, on time.
• Ensure necessary remedial action is undertaken, should it be required.

Manage any relevant WS business relationships, including relevant concession and community partnerships.

• Maintain any business relationships as prescribed by WS COO.
• Meet with interested communities, creating relationships as needed.

Host & Educate Key Agents & Journalists.

• Meet with and host in camp, any prescribed Key agents and Journalists.
• Ensure Wilderness’s key marketing areas are relayed to the relevant agents or Journalists.
• Act as a Brand Ambassador at all times, ensuring that any trips happen as seamlessly as possible.

Qualifications:

• Bachelor’s degree or Diploma in Hospitality Management, Business Administration or related field
• Broad technical knowledge required.
• Minimum of 10 years of experience in a management role within the hospitality industry
• Lodge Management background and knowledge of the safari lodge business is essential.
• A guiding background at any level and added advantage.
• Senior operations experience in the Hospitality sector.
• Ability to work collaboratively with a diverse team of employees and stakeholders
• Flexibility to travel to various Camp locations as needed

Competencies

• Outstanding people skills and ability to communicate.
• Strong analytical and problem-solving skills
• Strong people management skills especially for people from diverse backgrounds.
• Strong verbal skills, both written and spoken.
• Keen eye for detail.
• Ability to manage financial budgets and meet set targets.