About the role
The General Manager is responsible for the whole of Wild Bush Lodge & Camping: accommodation, campsite, restaurant, bar and conference facilities. The GM leads the team, runs daily operations, brings in business, controls costs and makes sure guests have an excellent experience, turning the owners' plans into a profitable, well-reviewed lodge.
Position details
- Reports to: Managing Director
- Direct reports: Head Chef, Bartender / Barista, Waitresses/Waiters, Receptionists, Room Attendants/Housekeepers, maintenance and grounds staff
- Indirect reports: Line Chef and Scullery Attendants (through the Head Chef)
- Employment type: Full-time, on-site; available for weekends, peak periods and emergencies
Key responsibilities
1. Operations and guest experience
- Run daily operations across accommodation, campsite, restaurant, bar and conference.
- Set and enforce service standards and standard operating procedures (SOPs) for every department.
- Handle guest complaints and special requests, and manage and reply to online reviews.
- Make sure rooms, campsite, ablutions, grounds and public areas are clean, safe and in good repair.
2. Sales, marketing and revenue
- Build and run the sales and marketing plan, targeting tour operators, overland and self-drive travellers, government, NGOs and corporate clients.
- Set rates for rooms, camping, conference and packages, and manage online travel agents (OTAs) and direct bookings to grow occupancy.
- Sell conference packages and private functions.
- Plan restaurant and bar promotions to bring in more trade.
- Build relationships with the local community, authorities and tourism bodies.
3. Finance, purchasing and cost control
- Prepare the budget and forecasts with the Managing Director, and track results against them.
- Control payroll, food and beverage costs, utilities and maintenance spend.
- Set up purchasing procedures, approval limits and approved suppliers.
- Oversee stock takes, cash-ups, banking and point-of-sale (POS) controls, keeping ordering, receiving and payment duties separate.
- Produce monthly management reports.
4. People and leadership
- Recruit, induct, train, roster and appraise staff.
- Make sure the lodge complies with the Botswana Employment Act and HR procedures.
- Promote a culture of honesty, hygiene, safety and excellent service.
5. Compliance, safety and assets
- Keep tourism, liquor, trading and health licences current, and meet Botswana Tourism Organisation grading requirements.
- Own health and safety, fire, security and emergency procedures.
- Plan preventive maintenance for buildings, vehicles, equipment and utilities.
- Make sure the lodge is run responsibly and sustainably.
Key performance indicators (KPIs)
- Total revenue against budget, by business unit
- Occupancy, average daily rate (ADR) and revenue per available room (RevPAR)
- Campsite, conference and function revenue
- Restaurant and bar revenue and average spend per guest
- Food and beverage cost % against target
- Payroll cost as % of revenue
- Gross operating profit (GOP) against budget
- Stock variance and wastage within limits
- Guest satisfaction and online review ratings
- Growth in direct bookings and new corporate, agent and NGO accounts
- Staff retention and training completed
- Licences current and health and safety compliance
- Monthly management reports delivered on time
Qualifications and experience
- A degree or diploma in hospitality management, tourism, business administration or a related field.
- 5+ years in hospitality, including management experience in a lodge, hotel or camp with restaurant, bar and conference operations.
- Proven results in growing revenue and controlling costs.
- Confident with Excel, a property management system (PMS), POS and inventory systems, and budgeting.
- Knowledge of the Botswana tourism market is an advantage.
- A valid driver's licence.
Skills and attributes
- A hands-on, visible leader
- Commercially sharp, with good attention to numbers and controls
- Excellent guest relations and conflict-handling skills
- Organised and calm when solving problems
- Good communication in English and Setswana
- Honest, with integrity, and leads by example