Duty Manager

Location: Pongola

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 five-star 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.

Duties and Responsibilities
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.

Core Competencies

· 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
Working Environment

· Flexible working hours including weekends, public holidays, and school holiday periods.

· Outdoor activities in varying weather conditions.

· Remote lodge environment requiring adaptability and resilience.