Lodge Manager - Wilderness Resort

The Lodge Manager's role is to control and oversee the overall guest experience, be the communication link between site and administration, keep records and various administration tasks required to operate, coordinate and champion the community atmosphere, and schedule and oversee the site staff team’s performance and job duties. It is your responsibility to execute all programming and oversee all site operations to the standards and policies outlined by Arctic Kingdom and Blachford Lake Lodge.

Duties will be focused all around the site but will focus primarily on the day-to-day functions that affect both the guest and staff experience at Blachford Lake Lodge. Opportunity to participate in activities outside the site can be participated in at your discretion when possible.

Please note that this is a general job description that is different in summer/fall than winter/spring. Some responsibilities may not be applicable to every season.

Working in an off-grid community environment requires flexibility, communication and the expectation that no day is the same. There are job requirements that may not be listed here. Days and work can be challenging and sometimes unexpected in this off-grid environment, and are not always regular hours. No day is the same, but you have the opportunity to work in one of the most magical locations on earth.

Reports To:

Blachford Project Management Team

Leadership

• The Lodge Manager is a senior management position. It is important to always lead by example and maintain a positive attitude, despite possible challenges.
• Always support the Management team to ensure success of the property by providing expertise and assisting with decisions when needed.
• Relieve other staff members on their days off.
• Adhere to community living and have a respect and awareness of general lodge practices and functions.
• Use your expertise to provide advice and guidance on life in the environment around you.
• Diplomatically meet with all stakeholders; clients, suppliers, local guides, staff; and ensure needs are being met to their satisfaction and Arctic Kingdom’s standards.
• Be aware of and communicate the various available programming of both Blachford Lake Lodge and Arctic Kingdom to guests, visitors, and staff. Ensure you are very familiar with all products and services that Blachford Lake Lodge offers.

Communication

• Clear and timely communication for guests, staff, head office, and supervisors.
• Facilitate all daily guest briefings, including but not limited to outlining the day’s events, weather updates, wildlife expectation, activities, safety, and transportation.
• Facilitate daily staff briefings in order to direct plans, provide status updates, run smooth and safe site operations, identify and resolve issues, provide daily client feedback to staff, outline each staff member's daily priorities and review timelines of the daily activities/departure and mealtimes.
• Keep rotating signage up to date.
• Communicate with kitchen and ensure that all incoming dietary requests and special events are taken care of and prepared for.
• Keep a detailed log of all activities, issues, timelines, equipment status (i.e., maintenance issues), weather, client feedback/comments, staff observations, etc., and maintain all required Blachford Lake Lodge documentation.
• Provide guests with interpretation, cultural and/or wildlife presentations, developed and dependent on your expertise.
• Maintain regular written communication with the management team and administration (you are expected to check your emails multiple times each day).
• Participate in a weekly update meeting with the management team that are located off site.

Safety

• Put safety of guests and staff under your responsibility first and foremost for every activity planning session and during activity execution.
• Ensure that all activities such as wildlife viewing, snowmobiling, skiing, boating, canoeing, kayaking etc. are facilitated with safety always top of mind.
• Plan for contingencies and be well prepared in the event of an emergency.
• Ensure all staff and clients have been given a comprehensive welcome orientation and site tour upon arrival on site.
• Practice emergency preparedness with staff and guests.
• Ensure all safety, medical and firearms equipment are properly stored, handled and maintained, and that proper use and location of equipment is known by staff and clients (if applicable).
• Ensure all health and/or medical issues are addressed promptly, according to recognized standards of care, and Incident Reports are completed (at time of incident) and filed (post trip).
• Provide pre-plane weather reports to expediting team and flight operator. Keep all records.

Operations

• Ensure strong familiarization with all site equipment in order to be able to facilitate or assist in setup and breakdown as well as in daily maintenance and/or repair activities.
• Lead or direct inventory control of all camp assets and parts in coordination with the Systems Manager.
• Be accountable for the proper handling, maintenance, repair and storage of equipment by overseeing the camp manager. In the absence of a Systems Manager, this is a Lodge Manager’s direct responsibility.
• Ensure that camp facilities (washrooms, guest quarters, common areas, etc.) are adequately maintained, safe for use and clean following Arctic Kingdom and Blachford Lake Lodge’s standard operating procedures.
• Be responsible for the ordering, purchasing and receipt of local goods in coordination with the expediting team and the Systems Manager.
• Track all bar inventory and complete orders as required.
• Ensure all signage and guest communications throughout the site are up to date and properly branded as per the management team’s requests.
• Follow all existing procedures for lodge and site operations.
• Any changes to procedures and expectations must be brought to and approved by the management team.
• Coordinate all housekeeping for both front of and back of house. Assist with housekeeping and dishes as needed. Outdoors and trails are coordinated by the Systems Manager.
• Perform quality check on all guest accommodations and front of house spaces during changeover days.
• Oversee and do guest check out/cash handling and cash tip disbursement and all required reporting.
• Act as the on-site event manager when required (for weddings, conferences, etc.).
• Oversee kitchen operations and ensure that food is being properly used (not over ordered, and that leftovers are going to good use) and all health and safety standards are being met.
• Ensure that in-lodge music playlists are kept at a respectful volume and meet the needs of each guest group from approved channels.
• Organize and execute special events for staff and guests (i.e., birthdays, proposals, broadcasting opportunities for events such as Canada in the Hockey World Juniors, etc.).
• Organize evening lectures from guides, trivia nights to engage guests, etc.
• Lead programming as necessary.

Human Resources

• Supervise, discipline and terminate all site staff as required.
• Assign hours of work and tasks for site staff and guides to ensure camps are operational at Arctic Kingdom and Blachford Lake Lodge standards at all times.
• Provide training to the site team for their roles and responsibilities.
• Provide regular job reviews and job related feedback to staff.
• Ensure all staff accommodation is kept tidy and reputable.
• Ensure staff members adhere to smoking, drug and alcohol policies as well as community living policies.
• Provide the management team with updates on staffing and HR issues if it is felt that replacement staff will be needed for positions.

Guest Experience

• Champion warm welcomes and fond farewells with all guests and visitors whenever arriving/departing site.
• Deliver promised programming to the Arctic Kingdom and Blachford Lake Lodge standards.
• “Make it right” as necessary, within reason, on site when guests have negative experiences.
• Respectfully and honestly receive all feedback from guests and visitors to site.
• Report all feedback and notable experiences with management team.
• Provide management team with guest recaps upon each plane departure.
• Upsell tours, bar, merchandise to all guests and visitors.

Kitchen Cleaning / Food Service Assistance

• Doing regular dishes. Full camp dishes procedure at scheduled intervals.
• Food service as needed (serving, clearing plates, putting food out).

Cultural Awareness

• Our relationship and reputations with our Indigenous guides and international guests are important relationships that Arctic Kingdom and Blachford Lake Lodge constantly foster and work to develop. It is important that our Lodge Manager works to foster these relationships, showing respect, equality, and cultural awareness and sensitivity to all persons and cultural diversity involved in all aspects of the operation.

Health & Medical

• Be in good physical condition and capable of lifting heavy loads.
• Working long hours and being available for work extended periods in challenging conditions is common.

Required Qualifications

• First Aid (Wilderness First Aid Preferred) Certification
• Valid PAL
• Valid Class 5 Drivers License
• Criminal Record Check (must be within the last 3 months) - please note, if you would like to apply and do not have an up to date one, we will accept knowing that yours is in progress.
• Minimum of 5 years management experience (Tourism background preferred)
• Must be legally entitled to work in Canada.

Please include in your application:

• Cover Letter
• CV

We thank all candidates for their interest, however only those selected for an interview will be contacted.

Blachford Lake Lodge is located on Chief Drygeese territory, the traditional land of Yellowknives Dene First Nation Akaitcho, Treaty 8 territory.