Duty Manager (Lodge Operations)

About the role

The Duty Manager is responsible for the day‑to‑day operation of the lodge during assigned shifts, ensuring exceptional guest experiences, smooth inter‑departmental coordination, and adherence to five‑star service standards in a remote safari environment.

Key responsibilities

• Serve as the primary point of contact for guests, ensuring a seamless journey from arrival to departure and handling feedback, complaints and special requests.
• Oversee daily lodge operations across Front Office, Housekeeping, Food & Beverage, Guiding and Maintenance; conduct shift handovers and daily briefings.
• Monitor schedules, activity timings and service delivery, ensuring compliance with SOPs, brand standards and luxury benchmarks.
• Coordinate with safari/guiding teams to align guest movements and experiences.
• Supervise on‑duty staff, enforce appearance and service etiquette, address minor disciplinary matters and support training and development.
• Ensure health, safety and environmental standards, act as first responder to medical, wildlife, fire or security incidents and complete accurate incident reporting.
• Prepare operational reports, monitor room status, arrivals and departures, and assist with stock control, cost awareness and basic cash handling.
• Liaise with Reservations and Head Office regarding guest movements and special requirements.

Required profile

• Strong guest‑service orientation with meticulous attention to detail.
• Calm, professional and solutions‑driven under pressure.
• Excellent leadership, interpersonal and communication skills.
• High organisational and time‑management ability.
• Ability to work long hours, weekends and public holidays in a remote environment.
• Cultural sensitivity and emotional intelligence.

Required skills