Lodge Manager

PRIMARY PURPOSE

To assist the General Manager in managing all areas and aspects of the lodge to help ensure smooth daily lodge operations and to create and enhance the Wilderness Magashi guest experience. The lodge manager must be involved in all departments and should make an effort to get to know the team on an individual level. Moreover, the lodge manager should be actively involved in training, motivating and growing the team.

*This position is based in Magashi

Detailed Responsibilities

1. Enhancing the guest experience, hospitality & hosting

• Meet each and every guest, know them by name and spend time with each of them during their stay at Wilderness Magashi;
• Welcome all guests, new arrivals and stay-over guests returning to the lodge from an activity in the correct way;
• Host guests in the bar before meal times and during meal times – be an ambassador for Wilderness and Rwanda. Show a genuine interest in guests, their experiences and stories and be open to sharing personal experiences and stories with guests. Brush up on knowledge of geography, natural history, Wilderness as a company, different Wilderness camps and lodges, community and conservation projects and national park activities to be able to entertain guests and share much needed information with them;
• Plan and co-ordinate all guest activities and relay all necessary guest information to the correct staff or department to ensure these activities go smoothly;
• Try to receive feedback from all guests, both positive and negative. Share positive feedback and congratulate staff on their successes. Share negative feedback in a professional way and promote an understanding that negative feedback is a tool for improvement. If a guest gives you direct feedback, share it;
• Make yourself available to guests and staff as much as possible. They will value time spent with you. Ensure that management is always represented front of house when there are guests in the lodge and always show compassion for guests and staff alike.

2. The team

• Lead by example – wear correct uniform and name badge with pride, always exhibit a positive, friendly attitude and strive to create a positive working environment for others;
• Demonstrate a professional approach to challenges and display excellent communication and listening skills;
• Be creative and pro-active. Bring new ideas to further improve the lodge and guest experience;
• Always look for opportunities to enhance the guest experience and develop the team;
• Support, encourage and motivate the team and be open to hearing new ideas;
• Display confidence and humility and always stand by and support the management team. If you disagree with something within this team, it should be discussed in private;
• Ensure the punctuality and neatness of staff across the different departments. If someone is not adhering to the rules, it should be discussed in a fair and appropriate manner;
• Assist in the training of others with respect to guest services and relations, effective communication and appropriate etiquette, knowledge about the surroundings and administrative functions;

3. Administration

• Oversee daily admin – welcome cards, indemnity forms, camp safety forms, special notes and gifts;
• Ensure that the correct turndown gifts have been recorded for housekeeping;
• Compile a comprehensive guest information record and ensure the lodge day sheet is updated with all information pertaining to dietary requirements, special requests, events or celebrations such as birthdays, anniversaries, honeymoons etc., national park activities, turndown gifts, driver guide details and that the names are correct or updated if they are different from the booking sheet;
• Use the Wilderness Window, booking sheet, emails, driver guide list to gather all necessary guest information;
• Keep the bed night register and booking sheet up to date daily;
• Input any stocks received (curio, housekeeping, diesel, food, gas, spa and staff rations)
• Record guest sales accurately and check frequently that certain sheets are balancing;
• Print and complete weekly order forms and send to lodge manager/general manager for approval;
• Check invoices and orders received, request for payment of invoices and share POP with suppliers;
• Familiarize with additional administration as and when required. Additional admin includes but is not limited to, EMS records and inputs, the writing of newsletter content, recording of rainfall data, total species numbers, staff rosters and inventory;
• Attend and lead daily morning management meetings to share and discuss guest information for the day, management hosting schedule etc.

4. Communication

• Communicate clearly and on time to the General Manager, the management team and the junior staff;
• Always be honest and fair in communication;
• Ensure that through your communication, the complete management team can work in the most efficient way and can give the best possible service to the guests and other staff;
• Ensure effective communication – relay his/her message in a way that it can be understood clearly by others and has been received successfully and then concentrate on the message that is relayed back to him/her by listening carefully. Effective communication is a two-way street and cannot be achieved without effective listening;
• Being part of the management team means he/she will be exposed to confidential information. Keep this information to him/herself and have integrity;
• Do not partake in gossip and rumors with any of the other employees. Lead by example and be a team player.

CANDIDATE PROFILE

Qualification:

• Diploma/Degree in Hospitality management or related field

Experience:                    

• Proven work experience of at least 5 years in a reputable Hotel

Skills:           

• Very knowledgeable in hospitality and hosting, food and beverage service, housekeeping, maintenance and reforestation;
• Experience in guest activities;
• Familiar with administration and procurement;
• People management skills;
• Ability to lead by example and positively influence other employees;
• Ability to provide coaching and mentoring to assistant managers and transfer knowledge to them to do the same to junior staff.

Interests:                        

A passion for wildlife and a commitment to sustainability and conservation.

Apply for this position with us on WhatsApp. Simply send the word ‘Hi’ to +260761166303