General Manager / Lodge Manager

Job Description – General Manager / Lodge Manager

Job Title

General Manager / Lodge Manager

Reports To

Managing Director

Job Overview

Our client in the travel and tourism industry is looking for an experienced and dynamic General Manager / Lodge Manager to lead the overall operations of a luxury safari lodge. The successful candidate will be responsible for delivering exceptional guest experiences, driving operational excellence, ensuring financial sustainability, leading and developing a high-performing team, and maintaining the highest standards of hospitality, safety, and environmental stewardship. This role requires a hands-on leader with strong commercial acumen, outstanding people management skills, and a passion for hospitality, wildlife, and sustainable tourism.

Key Responsibilities

Operational Management

• Oversee the day-to-day operations of the lodge, including guest services, housekeeping, food and beverage, maintenance, and general administration.
• Ensure exceptional guest experiences by maintaining consistently high standards of hospitality and service delivery.
• Ensure compliance with health, safety, environmental, and operational regulations, policies, and procedures.
• Coordinate departmental activities to ensure efficient and seamless operations.
• Prepare, review, and submit operational and administrative reports as required.
• Ensure facilities, equipment, and infrastructure are properly maintained and operating efficiently.

Financial Management

• Develop, implement, and manage annual operating budgets.
• Monitor financial performance and implement strategies to achieve revenue, profitability, and cost-control objectives.
• Oversee procurement activities, supplier relationships, and inventory management.
• Ensure accurate guest billing and timely collection of payments.
• Prepare and present regular financial and operational performance reports to senior management.

Leadership and People Management

• Recruit, train, mentor, and develop employees across all operational departments.
• Foster a positive, collaborative, and high-performing workplace culture.
• Delegate responsibilities effectively while holding departmental managers accountable for key performance indicators (KPIs) and operational deliverables.
• Conduct regular performance reviews, coaching sessions, and development planning.
• Promote employee engagement, continuous learning, and succession planning.
• Ensure compliance with employment legislation and organisational policies.

Guest Experience

• Build strong relationships with guests to ensure exceptional and memorable experiences.
• Address guest concerns, complaints, and service recovery matters promptly and professionally.
• Coordinate VIP services and accommodate special guest requests.
• Monitor guest feedback and implement continuous service improvements.
• Maintain consistently high guest satisfaction and loyalty levels.

Sales, Marketing and Business Development

• Support the development and execution of sales and marketing strategies to drive occupancy and revenue growth.
• Build and maintain relationships with travel partners, tour operators, corporate clients, and other key stakeholders.
• Promote the property through digital marketing initiatives and social media platforms.
• Identify opportunities to enhance the guest experience and grow market presence.
• Oversee the effective management, merchandising, and stock control of retail outlets where applicable.

Sustainability and Community Engagement

• Champion environmentally responsible operational practices.
• Support sustainable tourism initiatives and conservation programmes.
• Build positive relationships with surrounding communities and relevant stakeholders.
• Encourage responsible environmental practices among employees and guests.
• Promote initiatives that contribute to conservation and community development.

Compliance and Risk Management

• Ensure compliance with all applicable health, safety, environmental, and hospitality regulations.
• Identify operational risks and implement effective mitigation strategies.
• Maintain accurate operational records, policies, and documentation.
• Uphold organisational standards, policies, and service expectations.

General Responsibilities

• Carry out any other duties assigned by the Managing Director.
• Represent the organisation professionally with clients, business partners, and industry stakeholders.
• Continuously identify opportunities to improve operational efficiency, financial performance, and guest satisfaction.

Qualifications & Experience

• Bachelor's degree in Hospitality Management, Tourism Management, Business Administration, or a related discipline is preferred.
• Minimum of 5–7 years' experience in a senior management position within the hospitality or tourism industry.
• Demonstrated experience managing multi-department hospitality operations.
• Strong financial management skills, including budgeting, forecasting, and cost control.
• Proven experience delivering exceptional guest service.
• Knowledge of digital marketing, social media management, and business development.
• Experience supporting sustainability, conservation, or community engagement initiatives is an advantage.
• Knowledge of local cultures and languages is considered beneficial.

Key Competencies

• Strategic leadership and decision-making
• Operational and commercial management
• Financial planning and analytical skills
• Guest service excellence
• Team leadership and people development
• Excellent communication and interpersonal skills
• Problem-solving and conflict resolution
• Planning and organisational skills
• Business development and stakeholder relationship management
• Attention to detail
• Adaptability and resilience
• Commitment to sustainability and responsible tourism
• Passion for hospitality and delivering exceptional guest experiences

Key Performance Indicators (KPIs)

• Guest satisfaction and service quality ratings
• Revenue growth and profitability
• Budget adherence and cost management
• Occupancy and operational performance
• Employee engagement and staff retention
• Compliance with health, safety, and environmental standards
• Operational efficiency and service excellence
• Successful implementation of sustainability initiatives
• Growth in strategic partnerships and repeat business

How to Apply

Apply using the following link: https://www.recruitmentmattersafrica.com/careers/?job_id=z5G7h3l6a1kMvyS65NP3czVhEwkssPnYm7PShYQw5gM=