Company Name: Wilderness
Area: Maun, Botswana
Job description:
General Manager Hospitality will have to be collaborates closely with all Managers Lodges as a member of the Operations Management Team to plan, create, and put into action strategies to protect the Wilderness brand and ensure quality and effectiveness in hospitality at all lodges and camps in accordance with the Wilderness Way.
Function:
General Manager Hospitality must be a participate in the OWS Strategic Plan’s creation.
To direct the service and standards across OWS, cascade the OWS strategy and plan throughout the department.
Create routine Board reports.
For a distinctive customer experience, include the Wilderness values and principles into the operational policies and procedures.
General Manager Hospitality must be a encourage the OWS to follow the procedures of a guest-centric organisation.
In all of the lodges and camps, keep an eye on and assess adherence to internal policies and standards for service quality.
Follow up on customer feedback and make sure the appropriate corrective action is taken.
General Manager Hospitality must be a To keep the hospitality and service personnel motivated and engaged, provide leadership, oversight, and direction.
To meet business requirements in line, identify skills and competency gaps within the hospitality department and plan, coordinate, and supervise on-the-job skill and competency development.
Create and foster high-performing teams, collaboration, and a Wilderness Way-supporting culture.
Take the lead in putting plans into action to ingrain and preserve the Wilderness ecotourism values, culture, and experience in the regular delivery of hospitality services to staff and visitors.
Develop, implement, and review customer service standards with concession managers so they are in line with OWS standards.
Communicate with the sales and marketing team to offer suggestions for marketing campaigns for the company.
Determine what the guest’s expectations are before they arrive and while they are there to make sure they are met in order to provide the best possible experience.
Keep track of and assess the effectiveness and calibre of the spas’ offerings.
Observe and assess the company’s goods to make sure they
Analyse and assess customer feedback to spot trends and make sure the appropriate steps are done to satisfy consumer needs.
Engage with concession and lodge management to guarantee ongoing improvements and monitor trends in the turnaround time for customer requests to ensure standards are met.
Drive the business’ operational delivery (including systems) in a proactive and preventive manner to exceed customer expectations and corporate objectives.
Forecasted performance of the hospitality service using the current budget
Together with the Service and Standards Managers, establish annual service goals and assist in their fulfilment.
Based on consumer feedback and research on current trends in the hospitality sector, contribute to the design and development of OWS offers to ensure sustainability.
Work closely with the marketing division to offer suggestions on marketing campaigns and content to increase OWS’s commercial potential.
Establish and continually broaden the dress and etiquette guidelines for each camp.
Create a creative process to improve service at each camp in relation to the corporate structure.
Each camp should undergo monthly service audits, and any findings should be followed up with corrective actions.
Ensure that new projects adhere to business standards by collaborating with regional project managers.
Track and assess regional brand adherence for the company.
Create programmes that entice and keep clients.
Manage the programme for thanking and recognising guests, repeat visitor tracking, and gifting and acknowledging thereof.
Manage the food and beverage delivery while collaborating with the culinary experience manager.
Qualification:
Postgraduate qualification diploma in business administration and a degree in tourism, hospitality, business, or another similar discipline.
CPD in management, finance, and governance.
Experience:
General Manager Hospitality solid background in the upscale, luxury safari hotel industry. Minimum of ten (10) years of experience, at least five (5) of which must be at a senior management level.
Experience working with trade partners in the travel industry, in-depth knowledge of dealing with them, and comfort working with visitors from all over the world.
Competencies:
Skills in mathematics, analysis, and strategy.
abilities in managing others and in leadership.
both written and verbal communication abilities.
powerful; able to inspire and lead teams to excellence.
high morals.
the capacity to handle gender and culturally diversity.
Analytical and numerical abilities: comprehension of financial models and corporate numbers.
focus on results.
a commitment to people (staff and community partners), the environment/conservation, and collaboration with partners (shareholders, community partners, and government).
knowledge with the Microsoft Office Suite or comparable programmes.
project administration.
abilities in planning and paying attention to details.
talents in making decisions and solving problems.
emotional awareness.