Hospitality Manager

KEY RESULT AREAS / ESSENTIAL FUNCTIONS

• Monitor and maintain a high standard of quality throughout the hospitality offering ensuring an unparalleled guest experience.
  
• Be the link between the commercial teams and operations teams to ensure the correct information is relayed to the teams for guest requirements
  
• Host guests and agents and ensure their comfort satisfaction and personalized attention.
  
• Address guest complaints professionally and promptly resolving issues to their utmost satisfaction working in conjunction with the Client Handling team..
  
• Find solutions and train teams with regards to complaints how to improve the service and how to deal with difficult situations which may arise.
  
• Collaborate with the sales and marketing team to identify market trends and contribute to future division goals.
  
• Be familiar with the Company operational standards draft and update relevant SOPs and work closely with the Lodge and Camp Manager to train staff on SOPs and Food and Beverage.
  
• Develop and motivate safari experience proposals and ideas and ensure implementation and assessment once approved.
  
• As custodian of guest feedback monitor customer satisfaction for all Company units and work on resolving issues in order to maximize customer satisfaction.
  
• Support the Executive Chef / culinary team with a strategy to drive hospitality excellence.
  
• Provide regular feedback to all relevant departments on how to improve overall guest experience and maximize profits.
  
• Create new guest experiences with a focus on children s activities. Create the relevant SOPs and train staff accordingly.
  
• Maintain interaction with guests to ensure a professional fivestar guest experience.
  
• Ensure and provide flawless professional and highclass guest service experiences.
  
• Liaise closely with the head guide with regards to activity needs and areas of improvement.
  
• Use strong organizational skills with a keen eye for detail.
  
• Ensure excellent customer service and conflict resolution abilities maintaining composure in a fastpaced environment.
  
• Have a understanding and the ability to adapt to and respect all different cultures specifically Tanzanian culture
  
• Assist where necessary in the operation of camps or lodges as needed.
  

Requirements

PERSONAL ATTRIBUTES:

• Bachelors degree in hospitality management marketing or relevant field.
  
• Must have indepth knowledge and experience of Food and Beverage housekeeping hosting and hospitality administration.
  
• A competent level of computer skills basic Google Suite training and knowledge of POS and Xero accounting systems are an added advantage.
  

• Minimum of five to seven (57) years of experience in the high end hospitality industry with a strong understanding of standard practices and procedures.
  
• Experience in safari operations or remote locations.
  
• Proficiency in English is required and additional foreign language skills are beneficial.
  
• Exceptional problem solving skills ability to communicate operational challenges with recommended solutions.
  
• Exceptional Leadership skills with the ability to lead motivate and communicate effectively with staff members.
  

• Be humble and kind and through their track record with proven integrity.
  
• Passion knowledge and appreciation of culinary arts food dining in luxury hospitality.
  
• Adapt adopt and embed the company culture vision and mission and then grow with it and with the team (we are a bespoke brand and different to all high end luxury mainstream competitors)
  
• Excellent customer service and conflict resolution abilities maintaining composure in a fastpaced environment.
  
• A passion for luxury hospitality attention to detail and a commitment to sustainability.