Job Title: Lodge Operations Manager

Location: Ndola

Reports To,General Manager

Job Summary

The Lodge Manager is responsible for the overall management and successful operation of the lodge. This includes overseeing daily operations, supervising staff, managing guest services, handling financial and statutory obligations, and driving marketing efforts including social media management to enhance brand visibility and occupancy rates.

Key Responsibilities

1. Operations Management**

* Oversee day-to-day lodge operations to ensure smooth and efficient functioning.

* Maintain high standards of cleanliness, safety, and guest satisfaction.

* Ensure all departments (housekeeping, front desk, food & beverage, maintenance) operate effectively.

* Implement and monitor operational policies and procedures.

* Handle guest inquiries, complaints, and feedback professionally.

2. Staff Supervision & Human Resource Management**

* Recruit, train, schedule, and supervise lodge staff.

* Conduct performance evaluations and provide ongoing coaching and development.

* Ensure staff compliance with lodge policies, health and safety regulations.

* Foster a positive and productive work environment.

* Manage staff attendance, leave schedules, and payroll coordination.

3. Financial & Statutory Compliance**

* Oversee budgeting, expense control, and revenue management.

* Ensure timely processing of payroll and statutory deductions.

* Ensure compliance with all statutory payments including taxes, social security contributions, pension schemes, and any other regulatory obligations.

* Maintain accurate financial and operational records.

* Coordinate with accountants and auditors when necessary.

4. Social Media & Marketing Management**

* Develop and implement social media strategies to promote the lodge.

* Manage lodge accounts on platforms such as Facebook, Instagram, and TikTok.

* Create and schedule engaging content (photos, videos, promotions, events).

* Monitor online reviews and respond professionally to feedback.

* Track social media performance metrics and adjust strategies accordingly.

* Collaborate with travel agents, online booking platforms, and local partners to increase occupancy.

5. Guest Experience & Customer Service

* Ensure exceptional guest service standards are maintained at all times.

* Monitor guest satisfaction and implement improvements where necessary.

* Manage bookings, reservations, and occupancy planning.

* Build strong relationships with repeat and corporate clients.

6. Maintenance & Asset Management**

* Ensure property, equipment, and facilities are properly maintained.

* Coordinate repairs and preventive maintenance schedules.

* Monitor inventory and procurement of supplies.

Qualifications & Requirements

* Diploma or Degree in Hospitality Management, Business Administration, or related field.

* Proven experience in hospitality or lodge/hotel management.

* Strong leadership and team management skills.

* Knowledge of financial management and statutory compliance.

* Experience managing social media platforms and digital marketing.

* Excellent communication and interpersonal skills.

* Strong organizational and problem-solving abilities.

Key Competencies

* Leadership & Team Building

* Financial Acumen

* Customer Service Excellence

* Marketing & Brand Promotion

* Compliance & Risk Management

* Time Management & Multitasking