Employer: Wilderness PURPOSE OF THE JOB The General Management couple is responsible for maintaining the smooth operation of a luxury safari camp. To provide leadership and development for staff, maintain camp facilities, assist in implementing and maintaining the Group Environmental Minimum Standards (GEMS) and provide a level of hospitality that meets the company’s minimum standards. Creating a personalized safari experience for every guest. Ensuring the comfort and needs of guests are met in camp as well as striving to exceed all expectations. Practicing seamless communication of guests' needs and ensuring all personnel in camp understand and deliver accordingly. KEY RESPONSIBILITIES: Guests & Hosting * All Agents/Site Inspections /Journalists are to be hosted by the General Manager. * Act as a brand ambassador at all times, ensuring that any trips happen as seamlessly as possible. * Meet and host all guests visiting camp, gathering as much information. All guests should be asked about their stay, including their guide, room, and food. * Ensure all guests receive a safety and camp orientation debrief, signing the Indemnity & Waiver form in full. Management Teams * Empower departmental managers by constant communication and meetings in which areas of focus are discussed. * Set quarterly objectives with each manager, ensuring they do the same for their teams. * Assist in any shortfalls in team numbers and respective work as required. * Ensure accountability of managers for respective departments or work done. * Constantly drive inter-departmental co-operation * Create team spirit by leading by example, listening, being emphatic, and motivating your team. Staff Management * To ensure that you work with the staff committee to effectively solve and assist in any staff issues that may arise. * Time management to be implemented in conjunction with departmental managers, in all departments of camp operations with necessary shift rosters being utilised. * Record all ANSAR for staff timeously and submit to town by month end. * Plan all staff leave and subsequent movements in and out of camp on time. * Evaluate and implement optimum staff numbers in all departments, to effectively streamline work in the lodge. * Ensure succession plans are managed for all departments. * Drive staff training through departmental managers, constantly evaluating and re-assessing staff with potential, or in need of assistance, mentoring, and development. * Familiarise yourself with company procedures, ensuring that any corrective or disciplinary procedures are utilized as per company standards, in necessary situations. * General Staff meetings to be held monthly, with minutes to be submitted to HR, Concession, and OPS management. * Bi-annual appraisals must be followed for all camp staff. * Motivate staff to utilize training platforms and attend in-house training courses, monitoring their performance. Administration * Familiarize yourself with all aspects of camp administration, contracts & emergency procedures. * Delegate and assist with all camp administration effectively throughout departments, ensuring deadlines are adhered to * Personally check WISH and rooming allocations in advance, ensuring WISH queries are submitted every Sunday to the relevant Travel shop consultant in town. * Ensure all Guest information is captured on the Wilderness Window timeously, making sure that in-depth information is inputted, and if applicable, sent on to the subsequent camps guests are visiting. * Monitor and maintain constant input of guest information on the MOOD boards, ensuring all interesting and relevant information is discussed in every morning meeting. * Allguest and staff medical incidents to be reported to Wilderness24 * WS24 forms to be filled in by yourself for any larger staff medical incidents, as well as any damage or destruction to assets and company property. * Oversee Month-end stocktakes and sheets, personally checking for any large discrepancies or mistakes. * Submit Wage Memos for both Senior and Junior staff to the relevant payroll person as per the time frame stipulated by them. You should ensure that any necessary charges or deductions are captured on this, as per company standards. * Write a newsletter for your camp at the end of each month, as per the prescribed format. * Double-check all bulk orders before they are sent to town on the 28thof each Month, utilizing the stock takes, par stock, and projected occupancies to ensure that all orders are within prescribed levels. * Ensure All Medical Kits (including guides) are stocked adequately, with all items being checked monthly for expiration dates. Any medical orders are to be placed on the 15thof each month. * Monitor stationary usage, and place orders on the 15thof each month. * Make sure all Departmental Heads and Managers, including yourself, leave detailed handover notes before going on leave. These are to be submitted to relevant Concession and OPS managers. * Timeously respond, or ensure response to any queries submitted by Operational support. * Ensure the required monthly environmental data is captured, correct and submitted by the 10thof the following month. Camp Operations * Manage by Walking Around. Ensure you walk through the camp daily, making sure all areas are kept to the highest possible standard. This includes visiting the staff village regularly. * Ensure adherence to Minimum standards at all times. * Constantly evaluate areas that may need attention within the concession and camp, submitting necessary feedback to the Maun office to allow for planning. * Continuously drive Service standards, monitoring work ethic, neatness and skill sets. * Support the Curio Shop & Spa Managers in their daily operations. * Curb any excessive expenditure or wastage in all departments. * Ensure all company assets are maintained and cared for in an appropriate manner. * Communicate with your direct Manager (Concession or OPS Manager) regularly or as required. * Drive personalized guest experience as much as possible, with a minimum of one signature activity per guest per stay and a magic moment per day. * Familiarise yourself with the rules and regulations about operations within National Parks and/or your concessions Technical Proposal, ensuring adherence to these where applicable. * Take responsibility and ownership of the entire camp operation. * Work closely with 3rdparties like the BDF and Parks by reporting problem animal and guest/staff safety-related incidents promptly. * Be actively involved in the Environmental Management Systems (EMS) of the camp by assisting in the formulation of improvement timelines and ensuring the provided timelines are met. Impact Awareness and Communication The General Manager is responsible for embodying and communicating Wilderness' core impact strategy to both guests and staff, fostering a shared understanding and commitment to the company's conservation and community goals. * Understand and articulate Wilderness' Impact Strategy, including the mission, 2030 goals, and three Impact Pillars. * Communicate Impact to guests by linking their visit to local projects and in-camp products. * Explain the “why” behind sustainable practices and direct guests toward supporting Impact through repeat travel or donations. * Educate and engage staff on their role in Impact, conservation efforts, and adherence to sustainability policies. * Facilitate back-of-house tours showcasing sustainable technologies, ensuring staff can answer guest questions confidently. Environmental - GEMS * Ensure GEMS adherence across all camp operations, using the latest standards as the baseline for compliance. * Oversee operational implementation of GEMS in water, waste, energy, and field systems to minimise environmental impact. * Ensure EMS Improvement Timelines are adhered to and met. * Conduct regular inspections of camp and staff village, checking waste systems, fuel storage, water reticulation, power supply, hot water, and chemical use. * Maintain reporting and documentation of all environmental data and critical maintenance, submitting timely reports to sustainability teams. * Train and hold staff accountable for GEMS compliance, including firefighting, waste separation, and eco-friendly product use. * Identify and resolve problems by addressing leaks, contamination, invasive species, and waste disposal issues, while liaising with the Regional Environmental Manager. * Integrate GEMS into daily management using the EMS checklist and incorporating environmental updates into team meetings. * Ensure STP inspections are regularly carried out and coordinate closely with TSM and responsible personnel. Other * Ensure your own legal, medical, and other insurance documents are kept valid. * Complete any other task as delegated to you by the Concession / Operations or Senior management within the company. MINIMUM REQUIREMENTS: * A National Diploma in Tourism Management or equivalent. * A minimum of 5 years’ experience within the hospitality industry. * Experience in handling international guests and seasoned travelers will give an added advantage. * Lodge Management background and knowledge of the Safari lodge business is preferable. * Computer skills (MS Office suite). COMPETENCIES: * Outstanding communication skills. * Service excellence (Desire to enhance Guest Experience). * Integrity. * Problem solving. * Empathy. * Organizational Skills. * Ability to work flexible hours