[Hiring] Duty Manager @Phoenix Recruitment

Role Description

The Duty Manager is responsible for the overall day-to-day operation of the lodge during assigned shifts, ensuring exceptional guest experiences, smooth interdepartmental coordination, and adherence to 5* service standards. This role acts as the senior operational representative on duty, handling guest relations, staff supervision, problem resolution, and emergency response in a remote safari environment.

• Guest Experience & Relations:
  • Act as the primary point of contact for guests during the shift.
  • Ensure a seamless guest journey from arrival to departure.
  • Proactively engage with guests to anticipate needs and personalise service.
  • Handle guest feedback, complaints, and special requests with professionalism and discretion.
  • Ensure guest safety and comfort at all times, particularly during safari-related activities.
• Operational Management:
  • Oversee daily lodge operations across all departments: Front Office, Housekeeping, Food & Beverage, Guiding, Maintenance.
  • Conduct shift handovers and daily briefings.
  • Monitor daily schedules, activity timings, and service delivery.
  • Ensure compliance with lodge SOPs, brand standards, and luxury service benchmarks.
  • Coordinate with Safari/Guiding teams to align guest movements and experiences.
• Staff Supervision & Leadership:
  • Supervise staff on duty and provide guidance, support, and motivation.
  • Ensure correct staff appearance, conduct, and service etiquette.
  • Address minor disciplinary matters in line with company policies.
  • Support training, mentoring, and development of junior team members.
  • Promote a positive team culture, aligned with lodge values and service excellence.
• Health, Safety & Security:
  • Ensure adherence to health, safety, and environmental standards, including wildlife safety protocols.
  • Act as the first responder during emergencies (medical, wildlife, fire, or security incidents).
  • Ensure incident reporting is completed accurately and timeously.
  • Enforce lodge safety procedures and guest briefings.
• Administrative Duties:
  • Complete daily operational reports and handover notes.
  • Monitor room status, arrivals, departures, and special guest notes.
  • Assist with stock control, cost awareness, and basic cash handling where applicable.
  • Liaise with Reservations and Head Office regarding guest movements and special requirements.

Qualifications

• Grade 12
• A formal hospitality qualification
• At least 3 – 5 years’ experience in a 5* lodge environment
• Exceptional guest service orientation with strong attention to detail
• Calm, professional, and solutions-driven under pressure
• Strong leadership and interpersonal skills
• Excellent communication skills (verbal and written)
• High level of organisational and time-management ability
• Problem-solving and decision-making capability
• Cultural sensitivity and emotional intelligence
• Ability to work long hours, weekends, and public holidays in a remote environment
• Outdoor activities in varying weather conditions
• Remote lodge environment requiring adaptability and resilience