Beyond is built, almost entirely, on the strength of remarkable people who give passionately to their roles, work tirelessly, and have the guest experience at the core of their focus daily and care of the sustainability of our communities and environment. Every single ‘&Beyonder’ makes a huge difference to our success and our contribution to the world, regardless of their role or function. For this reason we choose ‘&Beyonders’ very carefully – they are the strength and the future of this company.

KEY OUTPUTS

• Overall management of Phinda Forest Lodge operations and staff.
• Responsible for ensuring high standards of service excellence and guest delight is maintained.
• Support to General Manager – Phinda North Lodges in setting and executing all operational plans and strategies to be determined for the lodge.
• Provide disciplined and inspirational leadership to the Phinda Forest Lodge team as well as effective management to ensure the highest levels of productivity and service excellence.
• Ensure daily interaction and communications with in-house guests so to lead and develop a guest centric hospitality culture.
• Identify staff talent and create plans and opportunities for staff retention, development and growth.
• Ensure &Beyond values are actively engaged and nurtured within staff teams.
• Assist General Manager to draft annual business plans for Phinda Forest Lodge for each financial year and then oversee implementation thereof within specified time frames and budgets.
• Assist General Manager to draft annual business budgets for Phinda Forest Lodge for each financial year and then oversee implementation thereof within specified time frames and budgets.
• Ensure all group internal financial controls and systems are in place and strictly adhered to within Forest Lodge.
• Overall responsibility for all human resources in the lodge.
• Create annual and monthly training plans for all departments and structure external training and exchanges with other lodges/ regions where possible.
• Place and monitor of all lodge operational stock orders and oversee procurement function between the BuyDesign team and Forest Lodge.
• Create strategies to enhance guest delight and service excellence. Ensure plan is implemented and managed throughout the year.
• Work with Executive chef to ensure menu and food are aligned to lodge quality standards and requisite guest food scores and food budgets are being met and monitored.
• Work directly with the Assistant Managers, Head Ranger, camp managers and respective Departmental Managers to ensure &Beyond Lodge and service standards are always maintained and ensure costs and budgets are managed and not exceeded in order to meet regional goals.
• Daily meeting with the management team and Heads of Department to discuss the daily plan, including arrivals, departures, maintenance, food, special requests, bush banqueting.
• Over and above daily hosting of guests ensure you host all Agents, Media and VIP Groups.
• Oversee the maintenance and development of Forest Lodge related infrastructure.
• Co-operation and collaboration with Phinda Game Reserve Conservation management teams.
• Co-operation and collaboration with Inkwazi Ranger Training Team.
• Ensure effective co-operation, collaboration and support with/to Phinda South Lodge teams.
• Manage collaboration efforts with Phinda Airwing, Ground-Handling and Adventures team.
• Ensure all health and safety compliance standards, including management of &Beyond Covid 19 Protocols, are met and/or exceeded and that all necessary functions in this regard are realised.
• Oversee safety and security of all guests, lodge staff and company assets.
• Oversee Forest Lodge conservation and sustainability efforts.
• Ensure all health and safety and risk protocols are met and maintained.

KNOWLEDGE REQUIRED

• At least 3 years relevant experience in a 5 star operation
• Some form of managerial training
• Company Knowledge (&BEYOND as well as Wild Impact)
• Valid unendorsed SA driver’s license essential.

SKILLS REQUIRED

• Communication skills - with guests and fellow staff members
• Lateral thinking ability
• Initiative
• Professional, courteous, hospitable to guests
• Must be able to cope under pressure to meet guests needs
• Leadership
• Honest, have good integrity, proactive and driven person who has career ambitions
• Good interpersonal skills
• Passion for guest delight
• Attention to detail

PREVIOUS WORK EXPERIENCE REQUIRED

• Experience in the service industry especially in dealing with guests and staff
• Lodge Management and previous camp manger experience an advantage
• Previous experience in working with kids an advantage

This is a permanent live-in position, based at Phinda Private Game Reserve.  Transport to/from leave cycles is the successful candidate’s own responsibility. 

We reserve the right to not make an appointment

Contact information

Caitlin Royal