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 personalised 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 divisiongoals.
• 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 maximise 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 maximise 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 five-star guest experience.
•  Ensure and provide flawless, professional, and high-class guest service experiences.
•  Liaise closely with the head guide with regards to activity needs and areas of improvement.
•  Use strong organisational skills with a keen eye for detail.
• Ensure excellent customer service and conflict resolution abilities, maintaining composure in a fast-paced 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.

•  Bachelor's degree in hospitality management, marketing or relevant field.
•  Must have in-depth 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.

 Experience and Skills:

•  Minimum of five to seven (5-7) 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.

 Personal Attributes:

•  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 fast-paced environment.
•  A passion for luxury hospitality, attention to detail, and a commitment to sustainability.