DEPUTY GENERAL MANAGER – Chobe Holdings Limited

WE ARE HIRING

DEPUTY GENERAL MANAGER

LOCATION: CHOBE GAME LODGE

REPORTING TO: GENERAL MANAGER

JOB PURPOSE

The Deputy General Manager (DGM) is responsible for overseeing daily operations at Chobe Game Lodge while providing strategic and operational support to the General Manager (GM). The role ensures compliance with operational standards, leads team development, enforces service excellence, and contributes to the overall success of the lodge

KEY DUTIES & RESPONSIBILITIES

OPERATIONAL MANAGEMENT

• Assist the General Manager in overseeing day-to-day lodge operations.
• Delegate and assign duties to Heads of Departments (HODs), ensuring adherence to operational policies and procedures.
• Enforce compliance with lodge operating controls, service standards, and company policies.
• Monitor maintenance progress and FF&E (Fumiture, Fixtures & Equipment) conditions, providing status reports to the GM.
• Coordinate with the GM to ensure proper staffing and operational continuity at all times.

LEADERSHIP & TEAM DEVELOPMENT

• Provide leadership and guidance to the lodge team to ensure operational excellence
• Conduct in-house training for employees and HODs, fostering skill development and performance improvement.
• Assist HR in reviewing employee performance, coaching, and handling disciplinary procedures when necessary.
• Identify developmental needs within the team and provide mentoring to enhance skills and knowledge.

GUEST RELATIONS & SERVICE EXCELLENCE

• Serve as the lodge’s public relations representative, promoting the property within the hospitality industry and local community.
• Monitor guest feedback on platforms like TripAdvisor and guest questionnaires, addressing concerns to enhance guest satisfaction.
• Handle and resolve guest complaints, ensuring prompt service recovery.
• Oversee educational guest handling and site inspections to maintain a high level of service.

STRATEGIC & BUSINESS PLANNING

• Assist the GM with business planning, capital projects, customer service initiatives, and property refurbishments.
• Support and participate in financial management, budgeting, and business performance reviews
• Respond to audits and implement continuous improvement strategies.

STRATEGIC & BUSINESS PLANNING

• Assist the GM with business planning, capital projects, customer service initiatives, and property refurbishments.
• Support and participate in financial management, budgeting, and business performance reviews
• Respond to audits and implement continuous improvement strategies.

COMPLIANCE & QUALITY ASSURANCE

• Ensure adherence to company policies, operational procedures, and service excellence standards.
• Perform surprise audits on rooms and operational areas to maintain quality control.
• Ensure property, grounds, and all work areas meet established standards.
• Ensure timely and effective internal communication regarding lodge policies and procedures.

CRISIS & EMERGENCY RESPONSE

• Be available 24/7 to respond to guest or employee emergencies as needed.
• Ensure the lodge team is trained in emergency response and crisis management.

STAFF MANAGEMENT

• Effectively utilise skills required for work delivery, in line with policy. This entails planning for the required skills, procuring them, and ensuring their effective and prudent employment. It also entails managing the work environment in a way that promotes skills retention, worker motivation and productivity.
• Proactively resolve issues/conflicts within the team or between the team and other departments. Always maintaining a professional, un-biased, position.
• Provide leadership and direction to staff. Lead by example in terms of professional conduct and appearance and carrying out duties and responsibilities.

QUALIFICATIONS AND EXPERIENCE

• Bachelor’s degree in hospitality, Tourism, or related field
• Minimum of five (5) years’ experience in similar capacity.

OTHER REQUIREMENTS FOR THIS ROLE

• Must have run a Lodge/Camp, with proven grasp of camp management principles.
• Must have a good working knowledge of the Microsoft Productivity Tools, inter alia Outlook, Word, Excel, PowerPoint, and Planner.

SKILLS & KEY COMPETENCIES REQUIRED FOR THIS ROLE

• Strong writing and verbal communication abilities.
• Leadership and adept team management capabilities
• Strategic thinking.
• Planning and organizing skills.