Assistant Lodge Manager-Hotel- Masaai Mara

Role Objective

The Assistant Lodge Manager will be responsible for the daily operational flow of the lodge while meeting guest satisfaction, managing staff, overseeing maintenance, and maintaining the lodge's financial best interests.

Core Duties and Responsibilities

• Welcome and brief guests upon arrival and act as the primary point of contact during their stay
• Monitor and maintain the highest levels of service in food and beverage, housekeeping, and safari activities
• Handle guest complaints or special requests with discreet efficiency, ensuring a personalized experience
• Coordinate bush dinners, sundowners, celebrations, and other special occasions
• Conduct daily room checks and walkthroughs of common areas to ensure impeccable cleanliness and functionality
• Work with the maintenance team to oversee repairs for furniture, fittings, and infrastructure including solar power systems and water filtration
• Oversee check-ins, check-outs, and management of the safari boutique or curio shop
• Manage duty rosters and supervise teams across departments including waiters, housekeepers, guides, and porters
• Conduct ongoing coaching and service excellence training in line with company culture
• Foster a positive work environment
• Prepare daily and monthly operational reports for the Lodge Manager
• Ensure the lodge adheres to Kenyan health and safety regulations (NEMA, public health) and liquor licensing requirements
• Perform any other reasonable duties and responsibilities as allocated

Required Qualifications

• Degree or Diploma in Hospitality Management or Tourism
• At least 3 years of work experience in a lodge in a supervisory position
• Microsoft Office proficiency
• Knowledge of hotel management systems

Key Competencies

• Financial acumen
• Leadership skills
• High emotional intelligence
• Customer-centric approach and communication skills
• Attention to detail
• Adaptability