Job Summary

To deliver friendly, efficient customer service and to create a warm and welcoming atmosphere for all of our guests. To supervise, train and motivate others, with the key aim of retaining and attracting new customers.

  • Minimum Qualification: Diploma
  • Experience Level: Mid level
  • Experience Length: 5 years

Job Description

Department: Operations Department 

Reports to: Operations Director


PURPOSE 

A camp manager is responsible for the day-to-day management of the camp and its staff. You have commercial accountability for budgeting and financial management, planning, organizing and directing all camp services, including pick up and drop off of guests, front of house(check-in), food and beverage operations, camp activities(game drives, sundowners) and housekeeping.

While taking a strategic overview and planning ahead to maximize profits, the manager must also pay attention to the details, setting the example for staff to deliver a standard of service and presentation that meets guests' needs and expectations. Business and people management are equally important elements.

A camp manager’s duties are in camp and they should therefore be in camp at all times except when on scheduled off days and leave and these need to be agreed with the Operations Manager. Any unauthorized absence will be treated as abscondment of one’s responsibilities.


Main responsibilities

  1. Deliver excellent customer service, at all times, ensuring guests’ comfort and safety
  2. Deal with all enquires in a professional and courteous manner, in person, on the telephone or via e-mail
  3. Assist in keeping the camp clean and tidy, at all times
  4. Deal with customer complaints in a professional manner
  5. Complete all daily administration tasks as required
  6. Ensure that all tents and areas under your responsibility are checked thoroughly at the end of every shift, confirming that they meet our standards
  7. Maintain the correct handling of all soiled linen and ensure that every tent has the correct bedding and relevant number of towels
  8. Report any faults or damage in any of the tents or camp facilities immediately to the operations manager and maintenance manager
  9. Monitor and oversee maintenance issues relevant to your area and liaise with third-party contractors as required
  10. Complete regular checks on portable electrical appliances
  11. Be accountable for all relevant product delivery and stock management (mainly, laundry, food items, cleaning materials and bedroom supplies), including setting stock levels, checking, counting, storage, reconciliation and loss investigation
  12. Manage and maintain effective and efficient use of all operations equipment in line with company policy
  13. Provide reports, as required, for senior management
  14. Maintain effective communication, at all times, among the team and head office
  15. Complete rotas for your team weekly; manage and maintain correct staffing levels in line with targets and business levels
  16. Ensure that the muster roll is kept up to date and manage absence and lateness, in line with company policy
  17. Complete all required health and safety/fire checks on time
  18. Be responsible for evacuation, in cases of emergency, acting as first point of contact for the team, guests and the emergency services
  19. Report any security issues to the operations manager immediately
  20. Always adhere to all company policies and procedures and licensing laws
  21. Be involved and contribute at team meetings
  22. Carry out instructions given by the management team and head office

The manager needs to be hands-on and involved in the day-to-day running of the camp, which may include carrying out reception duties or serving meals if the need arises.


Academic and Trade Qualifications

  • Hotel Management degree\diploma from a reputable institution
  • Food and beverage qualifications is desirable though not a must
  • MS office suite


Working Experience

  • Over 5 years progressive hands on experience in a busy 3 to 5 star hotel or tented camp.


Personal Qualities and Behavioral Attributes

  • Customer focus with a warm friendly personality
  • Ability to work unsupervised in a busy environment
  • Ability to prioritize duties
  • Honest and reliable
  • Build and maintain good relationships with all team members
  • Be able to communicate well with people of all levels
  • Ability to develop self and others
  • Ability to welcome and embrace change, with a positive attitude
  • Good judgment skills with ability to plan ahead
  • Able to create and work within budgets

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