Junior Management Couple

Duties

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 of international standards, culture and operating procedures. Demonstrate practical knowledge, including the recognition and servicing of Elite members. Be highly proficient in Guest 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

Be highly proficient in Opera PMS and 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.

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