Camp Manager

Reports to: Operations Manager

JOB PURPOSE

A camp manager is responsible for the day-to-day management of the camp and its staff. You have commercial accountability for budgeting and financial management, planning, organizing and directing all camp services, including pick up and drop off of guests, front of house(check-in), food and beverage operations, camp activities (game drives, sundowners) and housekeeping.

While taking a strategic overview and planning ahead to maximize profits, the manager must also pay attention to the details, setting the example for staff to deliver a standard of service and presentation that meets guests' needs and expectations. Business and people management are equally important elements.

A camp manager’s duties are in camp and they should therefore be in camp at all times except when on scheduled off days and leave and these need to be agreed with the Operations Manager. Any unauthorized absence will be treated as abscondment of one’s responsibilities.

Job Objective

To deliver friendly, efficient customer service and to create a warm and welcoming atmosphere for all of our guests. To supervise, train and motivate others, with the key aim of retaining and attracting new customers.

Main Responsibilities

• Deliver excellent customer service, at all times, ensuring guests’ comfort and safety
• Deal with all enquires in a professional and courteous manner, in person, on the telephone or via e-mail
• Assist in keeping the camp clean and tidy, at all times
• Deal with customer complaints in a professional manner
• Complete all daily administration tasks as required
• Ensure that all tents and areas under your responsibility are checked thoroughly at the end of every shift, confirming that they meet our standards
• Maintain the correct handling of all soiled linen and ensure that every tent has the correct bedding and relevant number of towels
• Report any faults or damage in any of the tents or camp facilities immediately to the operations manager and maintenance manager
• Monitor and oversee maintenance issues relevant to your area and liaise with third-party contractors as required
• Complete regular checks on portable electrical appliances
• Be accountable for all relevant product delivery and stock management (mainly, laundry, food items, cleaning materials and bedroom supplies), including setting stock levels, checking, counting, storage, reconciliation and loss investigation
• Manage and maintain effective and efficient use of all operations equipment in line with company policy
• Provide reports, as required, for senior management
• Maintain effective communication, at all times, among the team and head office
• Complete rotas for your team weekly; manage and maintain correct staffing levels in line with targets and business levels
• Ensure that the muster roll is kept up to date and manage absence and lateness, in line with company policy
• Complete all required health and safety/fire checks on time
• Be responsible for evacuation, in cases of emergency, acting as first point of contact for the team, guests and the emergency services
• Report any security issues to the operations manager immediately
• Always adhere to all company policies and procedures and licensing laws
• Be involved and contribute at team meetings
• Carry out instructions given by the management team and head office

Other Essential Duties and Responsibilities

• 
  Demonstrates and promotes a 100% commitment to providing the best possible experience for our guests and employees.
  
  Financial
  • Manages labor standards and property level expenses to achieve maximum flow through to the bottom line profit (unnecessary engagement of casuals et cetera).
  • Explains and manages financial activities.
• Participates and monitors monthly inventory of supplies and equipment.

Guest Satisfaction
• Promotes 100% guest satisfaction throughout property.

• Ensures that all guest related issues are resolved in a manner consistent with the company’s goals and objectives.

Employee Management
• Trains employees in accordance with company standards.
• Motivates and gives direction to all employees.
• Communicates all policies and procedures to entire staff. Conducts regular meetings to provide various information including company communications, policy reviews, local property activities, goals, etc.
• Adheres to all employment related laws and regulations.
• Manages employee personnel forms, including performance evaluations, attendance records, leave days and off days
• Conducts coaching/counseling sessions; performance evaluations; prepares performance improvement plans, disciplinary documentation; conducts terminations.
• Ensures that employee related issues are resolved in a manner consistent with company policies.
• Performs duties in all aspects of hotel operations whenever needed.

Property Appearance
• Inspects and documents repairs and cleanliness of property to ensure optimum upkeep and repair, room cleanliness and overall property appearance.

Miscellaneous
• Serves as “Manager on Duty”.
• Provides other relief or back-up duties as needed at the camp including front desk coverage, housekeeping, and other duties to ensure the optimum operation of the property.

Minimum Requirements

Degree/ Diploma in hospitality/ Tourism or a related course

At least 5 years experience in tours. Bush experience is highly preferred.