Lodge Anchor at MORE Family Collection

About the job

The Lodge Anchor is responsible for supporting and assisting the Lodge Manager and Camp Manager and filling HOD positions on a rotational basis during leave cycles. The Lodge Anchor should be readily available to deal with all guests queries and complaints while on duty. The core function of the lodge anchor is to host the guest and manage all aspects of their stay to maximize guest delight. The Lodge Anchor should communicate with lodge front of house and back of house staff, kitchen, ranger or tracker to ensure that guest needs are met and that the lodge runs smoothly.

KEY FOCUS AREAS

• Meet with the General Manager and Hotel/Lodge Manager as required and update on property operations.
• To maintain and ensure the good will of the MFC brand at property level.
• To be a key ambassador of MFC and its brands including hosting Site Inspections, communicating with the market and hosting journalists.
• To ensure the developed set of MFC and property standards are upheld and maintained.
• To ensure effective departmental meetings take place, accurate minutes are taken and follow ups completed.
• To assist if one of the HOD positions is vacant.
• To keep the property innovative in its guest experience and up to date with both competitor offerings and current trends in the hospitality industry.
• To be readily available to deal with all guest queries and complaints. Responding to complaints to be dealt with in a pleasant, constructive manner always, using the feedback as a learning experience and platform for constructive discussion.
• Ensure all guest information available is collected and communicated prior to arrival.
• Collect guest information while speaking to guests; inform the Management to record and act on guest preferences.
• Ensure all guest complaints are reported to your Head of Department/Management immediately.

REQUIREMENTS QUALIFICATIONS AND SKILLS

• Sound experience in Hospitality positions minimum 2 years.
• Sound knowledge of MS Office Suite.
• Sound experience and proven track record of having made targets.
• Sound knowledge of customer service in a luxury environment.
• Sound knowledge of product and supply.
• Valid Code 08 drivers license essential.
• Guest focus philosophy, living the MORE brand and driving the MORE experience.
• Excellent communication skills (written and verbal), practicing honest communication.
• Team player with positive attitude, enthusiasm, and emotional control.