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Our client is seeking a dynamic Service & Standards Manager to champion excellence across a portfolio of safari camps. In this role, you’ll set and uphold regional standards, ensuring every camp reflects the group’s brand values while celebrating its own unique character through style, service, and guest experience.
You’ll work closely with camp teams to elevate consistency, refine operational touchpoints, and inspire a culture of continuous improvement. This includes leading targeted workshops, coaching teams, and guiding managers to deliver hospitality that feels both impeccably aligned and beautifully individual.
This is an opportunity for a passionate hospitality professional who thrives on shaping standards, nurturing talent, and bringing out the best in diverse, high‑end safari environments.
RESPONSIBILITIES:
- Drive the guest experience, ensure a personalized approach aligned with the company standards, and ensure this is consistently delivered to all guests.
- Create and update the brand standards and SOP documents. Ensure these are created so that a focused and clear message is delivered into camps. These areas include but are not limited to the Front of House, Housekeeping, Guest experiences, and the Family Offering.
- Gauge compliance with the company standards through observation and regular reports and identify any needs/areas for improvement. Conduct service audits, report timeously, and ensure the results are fed back appropriately to the correct audience.
- On-the-ground mentoring, motivation, guidance, and support are essential and should form part of camp visits.
- Liaise closely with the Training department on further training needs in the camps and what should be covered, this to include support tools for camps. Be present for training trips, both internal and external, when required.
- Innovate, monitor and analyze guest feedback and industry trends and through these, assist in improving and enhancing camp service delivery and guest experience. Compile reports when required.
- Innovate and develop signature experiences and magic moments for each camp – small effort for big impact philosophy. This is a collaborative effort with the teams in camp, concession managers, food experience team, and procurement.
- Innovate and develop fun and unique experiences for the family offering.
- Monitoring and guidance to camps on the correct use of guest gifting.
- Monitoring and guidance to camps on the correct use of branded material.
- Assist with monitoring softs and décor asset management if and when required.
- Assist in the creation of new, relevant, and innovative ideas in all aspects of the job to keep guests engaged and ahead of the competition.
- Engage with the Food Experience team to assist in the implementation of new food concepts.
- Assist in VIP visits where and when required.
- Assist with photographic visits where and when required.
REQUIREMENTS:
Qualification:
- Diploma in Tourism & Hospitality / equivalent.
Experience:
- Minimum of 5 years’ experience in the luxury travel industry, with 2 years having worked in a similar position
- Formal and thorough understanding of hospitality service and standards
- Management experience and skills
- Mentoring/coaching skills and experience will be an added advantage
- Extensive interactions and an innate understanding of international luxury travel clientele and their expectations
- Knowledgeable in conducting audits on Services and Standards
- Experience in brand management
Competencies:
- Outstanding people skills and ability to communicate.
- An international perspective to understand the needs of guests from all over the world.
- Strong verbal skills, both written and spoken.
- Keen eye for detail and a sense of style.
- High levels of energy and enthusiasm to drive the guest experience.
- A desire to improve the skills of staff and to constantly motivate them.
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