Primary Purpose: To set and maintain the standards for the region. Ensure camps are aligned with Wilderness Group and Brand Standards whilst still having their individuality through style, service and appearance. Conduct workshops where and when required.
Job Summary
- Type: full-time
- Location: Gaborone
- Category: Hospitality
- Closing Date: 2026-07-17
Key Responsibilities
- Drive the guest experience and ensure a personalized approach aligned with the Wilderness Way, consistently delivered to all guests
- create and update the brand standards and SOP documents for Front of House, Housekeeping, Guest experiences and the Family Offering
- gauge compliance with company standards through observation and regular reports, conduct service audits and communicate audit findings effectively to stakeholders
- provide on-the-ground mentoring, motivation, guidance and support during camp visits
- liaise closely with the Training department on further training needs
- innovate, monitor and analyze guest feedback and industry trends
- develop signature experiences and magic moments for each camp
- provide guidance to camps on correct use of branded material
- assist with monitoring soft furnishings and décor asset management.
Requirements
- Diploma in Tourism & Hospitality or equivalent.
- Minimum 5 years’ experience in the luxury travel industry, with 2 years in a similar position
- formal and thorough understanding of hospitality service and standards
- mentoring/coaching skills
- extensive interaction with international luxury travel clientele
- knowledgeable in conducting audits on Services and Standards
- experience in brand management.
- Outstanding people skills and ability to communicate
- an international perspective
- keen eye for detail and a sense of style
- high levels of energy and enthusiasm to drive the guest experience.
How to Apply
To apply, please visit: wilderness.simplify.hr
About the Company
Wilderness or wildlands are Earth's natural environments that have not been significantly modified by human activity, or any nonurbanized land not under extensive agricultural cultivation. The term has traditionally referred to terrestrial environments, though growing attention is being placed on marine wilderness. Recent maps of wilderness suggest it covers roughly one-quarter of Earth's terrestrial surface, but is being rapidly degraded by human activity. Even less wilderness remains in the ocean, with only 13.2% free from intense human activity.
Website: https://www.wildernessdestinations.com/africa/botswana
Frequently Asked Questions
What qualifications and experience are typically needed for a Service and Standards Manager in Botswana's wilderness hospitality sector?
Candidates usually require a degree or diploma in Hospitality Management or a related field, coupled with several years of progressive experience in luxury lodge or resort operations. Demonstrable experience in staff training, quality assurance, and guest relations in a remote setting is crucial. Practical leadership experience managing diverse teams in a multicultural environment is highly valued.
What are the common day-to-day responsibilities of a Service and Standards Manager, particularly in a remote lodge environment in Botswana?
Daily tasks involve overseeing guest service delivery, conducting regular quality checks across all departments, and ensuring adherence to brand standards. This role also includes staff training and mentoring, managing guest feedback, and collaborating with operational teams to continuously enhance the overall guest experience. Expect to be hands-on and proactive in maintaining high service levels in a unique wilderness setting.
How does the local work culture and guest expectation in Botswana influence this role?
The role requires an understanding and respect for Batswana culture, fostering a supportive environment for local staff while managing expectations of international guests seeking authentic safari experiences. Emphasis is placed on genuine warmth, attention to detail, and delivering service that reflects both international luxury standards and local hospitality. Adapting to the pace and resourcefulness often found in remote operations is also key.
What are the typical benefits offered for a Service and Standards Manager in Botswana's remote hospitality industry?
For remote wilderness roles, benefits often include on-site accommodation and meals, medical aid, and a pension scheme. Transport allowances or arrangements for travel to and from the lodge, as well as generous leave policies, are also common. Specifics can vary significantly between employers and based on the lodge's location and scale.
What are the realistic career progression paths for a Service and Standards Manager in Botswana's hospitality sector?
Successful Service and Standards Managers can progress into broader operational roles such as Lodge Manager, General Manager, or even regional management positions overseeing multiple properties. Opportunities may also arise in specialized areas like quality assurance consulting or training within larger hospitality groups. Developing strong leadership and strategic management skills is essential for advancement.
What do employers in Botswana specifically look for when hiring for a Service and Standards Manager, and how should one apply effectively?
Employers seek candidates with proven experience in maintaining high service standards, strong leadership capabilities, and excellent problem-solving skills, particularly in remote or challenging environments. Highlighting your ability to train and motivate diverse teams, adapt to local conditions, and manage complex guest relations in your application and interview is crucial. A well-structured CV demonstrating relevant hospitality experience and quantifiable achievements is essential.