General Manager at andBeyond

KEY OUTPUTS:

• Overall responsibility for the effective management and operations of Phinda Forest Lodge, Phinda Vlei Lodge, Phinda Homestead and Phinda Bayete Camp (Phinda North Lodges).
• To ensure high levels of service excellence in accordance to &Beyond standards are not only maintained, but further developed and entrenched.  
• Drive community development projects in conjunction with the Wild Impact and provide requisite skills and support to ensure effective effort.
• Develop strategic relationships with local stakeholders including governmental organizations, wildlife organisations and communities, surrounding and involved with Phinda Private Game Reserve.
• Create and maintain a detailed skills development plan for all staff.
• Responsible for creating an environment where the &Beyond Golden Thread is continuously met and visible throughout the daily functioning of the lodges.
• Create an overall strategy and prepare annual business plans for all Phinda North Lodges for each financial year and then oversee implementation thereof within specified time frames and budgets.
• Overall Day to Day Management of the Phinda North Lodges and related infrastructure within the reserve.
• Overall Responsibility for budget creation and management, CAPEX structuring, planning and implementation.
• Ensure all group internal financial controls and systems are in place and strictly adhered to.
• Overall responsibility for all human resources in the lodge, ensuring all labour relations, leave and medical funds are managed correctly.
• Create annual and monthly training plans for all departments and structure external training and exchanges with other lodges/ regions where possible.
• Monitor all lodge operational stock orders and oversee procurement function between the BuyDesign team and the Phinda North Lodges.  
• Create individualised lodge strategies to enhance guest delight, staff development and welfare, health and safety and associated training programmes. Ensure plan is implemented and managed throughout the year.
• Work with Executive chef to ensure menu and food are aligned to lodge quality standards and requisite guest food scores and food budgets are being met and monitored.
• Work directly with the Lodge Managers, Assistant Managers, Head Ranger, camp managers and respective Departmental Managers to ensure &Beyond Lodge and service standards are maintained at all times and ensure costs and budgets are managed and not exceeded in order to meet regional goals.
• Daily meeting with the management team and Heads of Department to discuss the daily plan, including arrivals, departures, maintenance, food, special requests, bush banqueting.
• Over and above daily hosting of guests ensure you host all Agents, Media and VIP Groups.
• Oversee the maintenance and development of all Phinda North Lodge related infrastructure.
• Co-operation and collaboration with Phinda Game Reserve Conservation management teams.
• Co-operation and collaboration with Inkwazi Ranger Training Team.
• Ensure effective co-operation, collaboration and support with Phinda South Lodge teams.
• Manage collaboration efforts with Phinda Airwing, Ground-Handling and Adventures team. Oversee the management of the reserve within parameters of the game reserves operational manual.
• Ensure all health and safety compliance standards are met and/or exceeded and that all necessary functions in this regard are realised.
• Oversee safety and security of all guests, lodge staff and company assets.
• Oversee lodge conservation and sustainability efforts.
• Risk Assessment – ensure lodge is risk assessment compliant
• Safari shop – manage the safari shop manager in conjunction with the regional trainer and group safari shop management team
• Massage – Ensure that Massage business unit are well managed and that the business is operating optimally
• Lodge Marketing – management of the lodge social media platforms, including Facebook, Instagram, etc. Ensure regular stories to the andBeyond team are distributed and that the Phinda North lodges maintain a strong presence in internal and external communications (Bateleur Blog, etc.)

KNOWLEDGE REQUIRED (QUALIFICATIONS OR TRAINING PROGRAMS)

• 3 - 5 years minimum of &Beyond Management Experience in operation of similar size and complexity.
• Management degree and/or hospitality and service training.

SKILLS REQUIRED:

• Energetic, proactive person with well-developed concept of the importance of providing a world-class guest experience and the ability to provide that experience.
• Aware, evolved, energetic, compassionate, respectable, good communication.
• Demonstrate a strong leadership skillset and mentorship abilities. Ability to showcase strong emotional intelligence skills an advantage.
• Passionate about sustainable tourism and conservation.
• Unrelenting attention to detail and high standards.
• Diligence and ability to effectively close off projects and meet deadlines.
• Structured manager with experience of leading diverse teams.
• Practical with some experience of maintenance.
• Open minded and able to think outside of the box and to effectively problem solve.
• The ability to motivate and inspire yourself and others
• Excellent interpersonal and communication skills
• Highly Competent financial skills
• Fluent in English essential. Other European languages are beneficial as is Zulu.  
• Willingness/ability to share information and teach and inspire others.
• Competent computer skillset.

PREVIOUS WORK EXPERIENCE THAT WOULD BE BENIFICAL BUT NOT ESSENTIAL:

• Previous experience in running a luxury operation within a wildlife setting.
• Previous experience in managing a large Lodge management team.
• Previous experience in working closely with rural communities.
• Energetic, proactive person with well-developed concept of the importance of providing a world-class guest experience and ability to demonstrate this.
• Driven, energetic, compassionate and ambitious, with strong leadership and mentoring skills.