PURPOSE OF THE JOB

The General Management couple is responsible for maintaining the smooth operation of a luxury safari camp. To provide leadership and development for staff, maintain camp facilities, assist in implementing and maintaining the Group Environmental Minimum Standards (GEMS) and provide a level of hospitality that meets the company’s minimum standards.

Creating a personalized safari experience for every guest. Ensuring the comfort and needs of guests are met in camp as well as striving to exceed all expectations. Practicing seamless communication of guests' needs and ensuring all personnel in camp understand and deliver accordingly.

KEY RESPONSIBILITIES:

Guests & Hosting

• All Agents/Site Inspections /Journalists are to be hosted by the General Manager.
• Act as a brand ambassador at all times, ensuring that any trips happen as seamlessly as possible.
• Meet and host all guests visiting camp, gathering as much information. All guests should be asked about their stay, including their guide, room, and food.
• Ensure all guests receive a safety and camp orientation debrief, signing the Indemnity & Waiver form in full.

Management Teams

• Empower departmental managers by constant communication and meetings in which areas of focus are discussed.
• Set quarterly objectives with each manager, ensuring they do the same for their teams.
• Assist in any shortfalls in team numbers and respective work as required.
• Ensure accountability of managers for respective departments or work done.
• Constantly drive inter-departmental co-operation
• Create team spirit by leading by example, listening, being emphatic, and motivating your team.

Staff Management

• To ensure that you work with the staff committee to effectively solve and assist in any staff issues that may arise.
• Time management to be implemented in conjunction with departmental managers, in all departments of camp operations with necessary shift rosters being utilised.
• Record all ANSAR for staff timeously and submit to town by month end.
• Plan all staff leave and subsequent movements in and out of camp on time.
• Evaluate and implement optimum staff numbers in all departments, to effectively streamline work in the lodge.
• Ensure succession plans are managed for all departments.
• Drive staff training through departmental managers, constantly evaluating and re-assessing staff with potential, or in need of assistance, mentoring, and development.
• Familiarise yourself with company procedures, ensuring that any corrective or disciplinary procedures are utilized as per company standards, in necessary situations.
• General Staff meetings to be held monthly, with minutes to be submitted to HR, Concession, and OPS management.
• Bi-annual appraisals must be followed for all camp staff.
• Motivate staff to utilize training platforms and attend in-house training courses, monitoring their performance.

Administration

• Delegate and assist with all camp administration effectively throughout departments, ensuring deadlines are adhered to
• Personally check WISH and rooming allocations in advance, ensuring WISH queries are submitted every Sunday to the relevant Travel shop consultant in town.
• Ensure all Guest information is captured on the Wilderness Window timeously, making sure that in-depth information is inputted, and if applicable, sent on to the subsequent camps guests are visiting.
• Monitor and maintain constant input of guest information on the MOOD boards, ensuring all interesting and relevant information is discussed in every morning meeting.
• All guest and staff medical incidents to be reported to Wilderness24

Camp Operations

• Manage by Walking Around. Ensure you walk through the camp daily, making sure all areas are kept to the highest possible standard. This includes visiting the staff village regularly.
• Ensure adherence to Minimum standards at all times.
• Constantly evaluate areas that may need attention within the concession and camp, submitting necessary feedback to the Maun office to allow for planning.
• Continuously drive Service standards, monitoring work ethic, neatness and skill sets.
• Support the Curio Shop & Spa Managers in their daily operations.
• Curb any excessive expenditure or wastage in all departments.
• Ensure all company assets are maintained and cared for in an appropriate manner.
• Communicate with your direct Manager (Concession or OPS Manager) regularly or as required.
• Drive personalized guest experience as much as possible, with a minimum of one signature activity per guest per stay and a magic moment per day.
• Familiarise yourself with the rules and regulations about operations within National Parks and/or your concessions Technical Proposal, ensuring adherence to these where applicable.

Impact Awareness and Communication

The General Manager is responsible for embodying and communicating Wilderness' core impact strategy to both guests and staff, fostering a shared understanding and commitment to the company's conservation and community goals.

MINIMUM REQUIREMENTS:

• A National Diploma in Tourism Management or equivalent.
• A minimum of 5 years’ experience at Lodge management level within the hospitality industry.
• Experience in handling international guests and seasoned travellers will give an added advantage.
• Lodge Management background and knowledge of the Safari lodge business is preferable.
• Computer skills (MS Office suite).

COMPETENCIES:

• Outstanding communication skills.
• Service excellence (Desire to enhance Guest Experience).
• Integrity.
• Problem solving.
• Empathy.
• Organizational Skills.
• Ability to work flexible hours