Camp Manager For Luxury Lodge In Eastern Cape - Grahamstown Verfied

R 9 500 per month Grahamstown, Eastern Cape Grahamstown, Eastern Cape more than 14 days ago 30-09-2016 4:01:41 PM
28-10-2016 4:01:41 PM
Kendrick Recruitment is looking for a Camp Manager for a world class game reserve in the Eastern Cape.The ideal candidate should have world class Courtesy (welcome & service), Charm (passion, personal commitment & creative vision), Cuisine, Character (unique style and character of management and staff; ambience) and Calm (respect for nature, Spa). Responsible for: Daily operations of the lodge, delivering a luxury safari experience to guests and management of staffStaff responsible for: Butlers, Housekeepers, Public Area & Pool and Gardeners Requirements:5 year experience in 5 star lodge experienceSpoken and written EnglishExcellent knowledge on hygieneExcellent knowledge on food and beverageGreat People skills (with basic HR knowledge)Excellent Computer skills (Windows Office – especially EXCEL)Valid Code 8 Driver’s licenseProviding a world class guest experience from welcome, explanation of activities and child activities on offer, to departureConduct site inspections with travel industry visitorsHosting guests at all times during mealsAttend to and resolve guest issues immediately. Perform daily camp walkabouts checking for tidiness, litter and maintenance issues and ensure issues reported had been resolved. GUESTSExtend a warm welcome and goodbye to all guests checking in at your lodge and anybody coming to see the lodge e.g. agents – meet them in the car park upon arrival and when they return from game drive; say goodbye to them in the car park as well.Child Management – explain the children’s program on arrival including the children’s menu. Pre organize child minders, use the Children’s BOPS as guideline to ensure children have the most unforgettable experience; plan daily activities with the parents, child minders and rangers; unpack games daily and invite them to play/participate. Follow up during their stay and check that child minders arrive on time. Site Inspections & Journalists – ensure you adhere to the Guest Delight Menu and expose them to as many guest delights as possible, whilst helping them gain a better understanding of the unique selling pointsSick guests – ensure you follow the emergency procedures if serious and inform the GM; if not feeling well and no need to see a doctor, ensure you follow up and show some care (eg send a tray to the room with tea and biscuits)Check meal venues, setups, ensuring bar is stocked, ambience created, etc.Maintain minimum standards – constantly referring to the lodge specific Styling Guide and BOPSDrive guest delight experiences using the guest delight menu; share new ideas in HOD meetingsEnsure guests receive amenities as per requirements (eg Andrew Harper, honeymooners etc)Ensuring that you meet and engage with every guest staying at the lodgeBe present during meal times and afternoon tea. Create the opportunity for guests to praise you for great effort as well as to give you constructive feedback. Attend to and resolve guest issues immediately. Check that the matter was resolved and feed back to the guest – report to the GM any serious issues that needs urgent attentionCheck all guest rooms prior to check ins; spot check stay over rooms – report any problems and double check that all issues had been resolved prior to guests checking in/returning to their room. Room checks include ensuring that all electrical appliances, the phone and wifi is in a good working order; check for hot water, that the safe is in a good working order and that the room setup is done as per the standards.Perform daily camp walkabouts checking for tidiness, litter and maintenance issues and ensure issues reported had been resolved. Follow up.Report any maintenance issues immediately to the Maintenance manager and follow up. Keep guests informed of the progress.Say good night to every guest.Lost and found – report items immediately to Heatherton and try return to guests ASAP. If the guest had already left the reserve, Heatherton will contact the guest and try return the lost items. Record all lost and found items in a book. Lost items are kept for three months. Finance & Stock ControlGratuities – follow gratuity BOPS – all gratuities to be counted by manager and staff member (as witness) and recorded in the gratuity book. Money to be sent to Heatherton.Manage your camp costs as you would your own moneyEnsure your team treat all equipment with care and are trained in their areas of responsibilityControl wastage within your camp and actively strive to minimize wasteKeep your team informed on their performance and find solutions through consultationAnalyze and interpret relevant financial information relating to the operations Management of breakages - ensure staff keep record of all breakages and follow up dailyEnsure guests do not use chipped or cracked crockery/glassware, or damaged linenComply with financial policies & procedures with regards to orders & stock controlEnsure your store rooms are clean and tidy at all times, packed according to the stock sheetDo handovers to a reliable person in your absence and sign off stock and equipment (eg ipod etc)Ensure that your team has the correct equipment to do their jobs effectively Staff ManagementLead by example and treat all with kindness and respect.Ensure team spirit is kept high – engage with them and make time to listen to themDo on the job training, so that the camp will run efficiently while you are awayCreate staff growth & development opportunitiesKeep the team focused on the guest experience , no place for ‘its not my guests’Manage performance daily – give feedback FAST (frequent, accurate, specific, timely)Organize regular staff training (service training, equipment training) & keep a record thereofRecognize & reward staff when needed (using recognition program)Ensure you keep accurate record of staff attendance as per policies & proceduresNotify the rest of the team, if you allow one of the team member, to take extra daysEnsure that all staff administration is up to date (eg time book and the server)Address staff misconduct & poor performance using Disciplinary Policy & ProceduresKnow the Disciplinary Policy and Procedures, as well as the SA Labour LawCo-ordinate all staffs’ leave cycles and off daysLeadership according to values of To be Kind, to Grow, to Serve ­Health & Safety Statutory Requirements Act as a central control point in any emergency situationWork safely at all times, complying with health and safety and other relevant regulations and guidelinesReport any hazards identified and any actions you have takenEnsure you know and understand the emergency evacuation procedure MONTHLYPerform monthly ops stock counts as per Financial policies & procedures Prepare a report on ops stock in terms of any damages, breakages or shortages ANNUALLYPrepare and participate in performance review for yourself, and for your staff reporting to youManaged your own and your team’s leave days so that there are no extra days leftRecommend and contribute towards the budgeting process NON NEGOTIABLE STANDARDS FOR MANAGERS:Meet every GuestsEvery manager is responsible for guests service and driving guest delightSay good-bye to every guest (even if you have to get up at 4am for an early check out)Ensure there is a morning meeting each dayBe Informed at all times; be curious and ask questions – not knowing is not an excuseExpect what you inspect – if you don’t check, you won’t know what issues require urgent attentionRemain flexible at all timesManage and create an active information flowNo smoking in front of guests and ensure your camp is free of cigarette butts/’stompies’. Enforce a zero tolerance for ‘stompies’ in the car park, at the back areas and anywhere else. Ensure you have a dustbin handy for smokers and ensure it is emptied regularlyMaintain all styling specs – report any breakages or damage immediately to the ops managerBe firm and fair consistently – do not turn a blind eye some days – reprimand in privateTreat staff and guests with respect – no screaming or shoutingBe open to training and developing your skills base Be a positive influence on your teamCommunicate openly when issues arise following the correct channels and procedures Purpose: Ensure smooth running operations and motivated staff to delivery extraordinary guest experiences by checking and double checking all areas of the job. To apply for this position, please forward your CV in word format, as well as the below requirements. Salary expectation (CTC)Current SalaryNotice periodLocation preference/areas open to relocating toSouth African Citizenship/work permit statusMarital status (single/married) also dependents and/or pets (if relevant)A recent professional head & shoulder’s photoWritten reference letters (a minimum of two written and/or contactable reference details from senior management)Copy of qualificationsReasons for leaving current position

Recruiter: HotelJobs