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MALIBA LODGE QUALITY DOCUMENT

TABLE OF CONTENT

OBJECTIVE AND GENERAL POLICIES Preamble ..................................................................................................................................................................... Mission Statement ...................................................................................................................................................... Management Objectives.............................................................................................................................................. Social Objectives ........................................................................................................................................................ Ecological Objectives ..................................................................................................................................................

DURBAN OFFICE FUNCTION Office Manager Responsibilities and Finance............................................................................................................. Marketing and Operation............................................................................................................................................. Reservation Department..............................................................................................................................................

o Reservation Audit..................................................................................................................................o Work Instructions .................................................................................................................................o Terms and Conditions ..........................................................................................................................

LESOTHO LODGE OFFICE FUNCTION

1. GENERAL & FINANCIAL Management Report .................................................................................................................................. Department Meetings................................................................................................................................. Month end Report ...................................................................................................................................... Start Balance.............................................................................................................................................. Petty Cash ................................................................................................................................................. Cash on Site .............................................................................................................................................. Recording VAT .......................................................................................................................................... Electricity Purchases.................................................................................................................................. Fuel Allocation Report ............................................................................................................................... Purchase Limit ........................................................................................................................................... Separating Expenses ................................................................................................................................ Bar, Food and Activities ............................................................................................................................ Getting Receipt / Report to Head Office .................................................................................................... Border Custom Formalities ........................................................................................................................ Border Procedures and goods clearing ..................................................................................................... Telephone Usage (long distance call) ....................................................................................................... Office Cleanliness .....................................................................................................................................

2. GUESTS ACCOUNT & BOOKING PROCEDURES Guest Payment Details .............................................................................................................................. Payment Procedures Check List ............................................................................................................... EFT Payment Request and Payment Procedures .................................................................................... Walk In Accounts and Room Allocations ................................................................................................... Current Specials and Marketing ................................................................................................................

3. LODGE PROCEDURES Front of House Opening Procedures ......................................................................................................... Hot Beverage Training .............................................................................................................................. Room Orientation ...................................................................................................................................... Turndown Procedures ............................................................................................................................... Room Service Procedures ........................................................................................................................ Horse Riding Guidelines: Tack Care, Checking Village Tack, Rules for Guests and rules for Guides.....

Updated October 2014

4. EDUCATIONALS Confirmation and Voucher for Educational ................................................................................................ Bar Tab ...................................................................................................................................................... Freebies and Activities .............................................................................................................................. Visiting Drivers & Bodyguards ...................................................................................................................

5. OUTSIDE VISITORS Day Trippers .............................................................................................................................................. Our Guests ................................................................................................................................................ Room Hire ................................................................................................................................................. Activities ....................................................................................................................................................

DEPARTMENT POLICIES

1. FOH Guest Relation and Guest Delight ............................................................................................................. Guest Empathy Training ............................................................................................................................ Guide Training ........................................................................................................................................... Guest Activities .......................................................................................................................................... Guest Complaint & Check-Out Guide .......................................................................................................

MOUNTAIN LODGE POLICIES Check IN/OUT ........................................................................................................................................... Welcome Towel and Drink ........................................................................................................................ Invoices and Bar Bill .................................................................................................................................. Payment Options .......................................................................................................................................

RIVER LODGE POLICIES Check IN/OUT ........................................................................................................................................... Meals Reservations ................................................................................................................................... Invoices and Bar Bill .................................................................................................................................. Payment Options .......................................................................................................................................

2. KITCHEN AND BAR

GUEST On Arrival .................................................................................................................................................. Ordering .................................................................................................................................................... Meals ......................................................................................................................................................... Meal Time .................................................................................................................................................. Meal in the Room ...................................................................................................................................... Gourmet Lunches ...................................................................................................................................... Hot Food .................................................................................................................................................... Snack Menu .............................................................................................................................................. Special Meals ............................................................................................................................................ Bar Sales ................................................................................................................................................... Bar Tabs .................................................................................................................................................... Coffees ...................................................................................................................................................... Choices ..................................................................................................................................................... Seating ...................................................................................................................................................... Bush BBQ .................................................................................................................................................. Orientation .................................................................................................................................................

OPERATION


Stock Take ................................................................................................................................................ Record Keeping ......................................................................................................................................... Wastage ....................................................................................................................................................

3. HOUSE KEEPING

ROOM PREPARATION & INSPECTIONS Mountain Lodge Check List ....................................................................................................................... River Lodge Check List ............................................................................................................................. Room Inspections ...................................................................................................................................... Bed & Sleeping Arrangement ....................................................................................................................

HOUSEKEEPING & LAUNDRY Cleaning and Checking ............................................................................................................................. Laundry Policy ........................................................................................................................................... River Lodge Laundry ................................................................................................................................. Washing Load ........................................................................................................................................... Dryer .......................................................................................................................................................... Stock Control .............................................................................................................................................

4. SECURITY Security Review ......................................................................................................................................... Guards ....................................................................................................................................................... Security for Violent / Dangerous or Drunk Guests .................................................................................... Managing Drunk Guests ............................................................................................................................ Charging of 2 way Radio ...........................................................................................................................

5. MAINTENACE Maintenance Procedure ............................................................................................................................ Points to Consider .....................................................................................................................................

6. GARDENING To be discussed ........................................................................................................................................ To be advised ............................................................................................................................................

GENERAL STAFF POLICIES AND RULES

1. STAFF Leave, Sick Leave, Maternity and Owing Day Policy ................................................................................ Staff Training ............................................................................................................................................. Staff Relationship and Policies .................................................................................................................. Staff Uniform Policy ................................................................................................................................... Grooming ................................................................................................................................................... Duties and Tasks ....................................................................................................................................... Staff Food .................................................................................................................................................. Staff Tips ................................................................................................................................................... Paraffin Policy ........................................................................................................................................... Staff Accommodation Policy ...................................................................................................................... Managing Staff Village .............................................................................................................................. Drugs, Drinking and General Behaviour ....................................................................................................

2. DO’S AND DONT’S3. DISCLIPANARY POLIY

Preamble ................................................................................................................................................... Primary Objectives .................................................................................................................................... General Principles ..................................................................................................................................... Procedures for Issuing Written Warnings (all variation) and counselling Form of Letter ...........................


Validity of Warnings ................................................................................................................................... Procedures for Dismissal or Sanction Short of Dismissal ......................................................................... Disciplinary Code ...................................................................................................................................... Disciplinary Schedule ................................................................................................................................ Grievance Procedures ...............................................................................................................................

4. LODGE VEHICLES Company Vehicle Policy & Use ................................................................................................................ Quad Bike Policy ....................................................................................................................................... Manager Car ............................................................................................................................................. Lodge Truck .............................................................................................................................................. Travel Planning ......................................................................................................................................... Servicing of Vehicle ...................................................................................................................................

5. ELECTRICITY, GAS AND WOOD USAGE Monitoring .................................................................................................................................................. Gas Heaters .............................................................................................................................................. Staff Awareness ........................................................................................................................................ Heaters In Staff Rooms ............................................................................................................................. Ice Machine ............................................................................................................................................... Unnecessary Lighting ................................................................................................................................ Fire Wood ..................................................................................................................................................

6. WASTE & RENEWABLE RESOURCES Kitchen Waste ........................................................................................................................................... Rubbish Clearing ....................................................................................................................................... Burning Off ................................................................................................................................................ Feeding Animals ........................................................................................................................................ Alien Plants ............................................................................................................................................... Water Flow ................................................................................................................................................

7. CASUAL LABOUR Policy .........................................................................................................................................................

8. NATIONAL PARK RULES General Park Rules ................................................................................................................................... Calling For Assistance ...............................................................................................................................

9. EMERGENCY PROCEDURES Evacuation From The Lodge ..................................................................................................................... Evacuation From The National Park ......................................................................................................... Emergency Numbers ................................................................................................................................. Emergency Medical Evacuation – Assistant Service ............................................................................... First Aid and Procedures ...........................................................................................................................

10. MALIBA ORGANOGRAM

11. JOB DESCRIPTIONS

HEAD OFFICE DURBAN Office Manager .......................................................................................................................................... Finance Manager ...................................................................................................................................... Marketing Manager.................................................................................................................................... Reservation Department ...........................................................................................................................

LESOTHO LODGE General Manager ...................................................................................................................................... Assistance Manager................................................................................................................................... Head of Department – Mountain Lodge ....................................................................................................


Head of Department – River Lodge ........................................................................................................... Head Chef ................................................................................................................................................. Head of Maintenance ................................................................................................................................ Food & Beverage Manager / Assistant Manager ...................................................................................... Waitress / Waiter........................................................................................................................................ Guest Relation Manager / Bar man ........................................................................................................... Security Guard .......................................................................................................................................... Garden Staff .............................................................................................................................................. Room Division Cleaner .............................................................................................................................. Washing Lady ............................................................................................................................................


OBEJECTIVES AND GENERAL POLICIES

Preamble

Hosting guests is your business and “hosting” them means making them feel at home. Create an atmosphere and an ambience in the lodge that makes your guests feel as though they are in their host’s home. A lodge manager must be able to educate and entertain his guests as well as run a professional operation. Your staff team has to enjoy interacting with guests and understand that your future depends on how well they look after your guests and how much they enjoy their stay with you.

Mission Statement

Maliba Lodge is dedicated to entrench the philosophy of conservation, partnerships and ecotourism within its operations, in order to contribute to the protection and conservation of Tsehlanyane National Park. The Lodge will strive to achieve the correct balance between ecological sensitivity requirements, the profitable and efficient operation of the business, as a result of service excellence.

Management Objectives

Hosting guests is the management’s teams business and “hosting” them means making them feel at home. Create an atmosphere and an ambience in the lodge that makes your guests feel as though they are in their hosts’ home. Employees have to enjoy interacting with guests and understand that your future depends on how well they look after your guests and how much they enjoy their stay with you.

The business has to be run as the management team would run their own business when it comes to controlling overheads, expenses and running costs. It is essential the business is profitable

Always live by the principle of “under promising and over delivering” and always act in all dealings with integrity! By being happy with these core values and guiding principles, will ensure find the life at Maliba Lodge is rewarding, enriching, educational and fun!

The Lodge will be managed in a manner, which will provide the highest quality photographic, leisure, wildlife and lodge experience in Lesotho. In order to achieve this, the Lodge will adopt a complete focus on the guest experience.

The Lodge will empower their staff so that they can develop to their full potential. The management objectives of the Lodge will be achieved within the parameters of the directors Wildlife’s

social and environmental goals. Every major decision taken, relative to the guest experience, should be evaluated in terms of how the guest

will be affected and how the implementation of the decision will enhance their overall enjoyment of the experience.

Management will ensure that the Lodge operations measures up to and exceeds the quality of service and the overall experience offered at competitor destinations. This is important in order to create a lasting impression with guests, to acquire repeat bookings and that most valuable of marketing exposure - positive word of mouth promotion by guests who have already visited the lodge. In order to achieve this, every aspect of service delivery in the Lodge will be critically evaluated, on an on-going basis, in order to assess the guest's perception, rather than management’s perceptions of service delivery.

In order to establish our management philosophy, management will constantly examine the guest's perception of the experience from the moment they arrive until they depart.

Ability to confidently deal with and communicate with guests and staff from different backgrounds and cultures.

Love of lifestyle –must love living and working in the mountains and be driven by the love of the outdoors and not just the financial rewards that comes with the job. You must be able to handle the isolation of being cut off from comforts of modern town living.


Broad education either formal or informal – you should try be knowledgeable in all topics including Lesotho land marks & fauna and flora.

Ability to deal with staff i.e. leadership qualities. Must be able to accept and delegate responsibilities. Motivate your staff and be trusted and respected by them.

Organizational Skills – Organize office, staff, time, workshop, catering, accommodation, maintenance and all other aspects of managing the lodge in a professional and profitable manner.

Must be presentable – neat, clean and pleasing to the eye. Initiative –must be able to handle all types of emergencies and crises calmly and efficiently and constantly

plan ahead. Self motivated – Be positive and have the right attitude, remain motivated, caring and level headed through

all situations – this requires strong work ethic, loyalty and honesty. Cannot afford to be moody or take personal problems to work or discuss these with the guests. Be prepared to work long hours – seven days a week and only take leave when appropriate. People pleasing –must enjoy working with and pleasing people and be outgoing. Service orientated – must know what guests want, what pleases them and disappoints them. Strive to meet the expectations of the directors and be proactive not reactive to them. If there is an issue

you are not sure how to handle or are vague on a procedure or directive please contact them for clarity. Recognise that one of the primary resources is staff. They are in every respect the interface between your

products, the environment, your guests and your clients. Put the environments in which you work above everything else. Ethics should rely on saying “no” to guests’

requests if that request compromises principles (i.e. is harmful to the environment, their safety or the safety of employees).

At the end of guests stay at Maliba they should become the new ambassadors for the Lodge and for Africa and take Africa’s messages of hope and conservation around the globe.

Social Objectives

The Lodge’s social objectives can be broadly stated as follows:

As one of our most valuable resources, our staff will be developed to a level where they can achieve to their full potential. Maliba should provide an environment where they will be able to develop their life skills.

In all dealings with local communities the Lodge will seek to uphold a principled stance of honesty and integrity.

The Lodge will add strength to the regional and provincial tourism economy of Lesotho by providing quality recreational activities for our guests. The success of these activities will in turn provide direct and in-direct employment, thereby benefiting local communities.

Ecological Objectives

The Lodge will at all times strive to attain the following ecological objectives and responsible operating procedures:

To protect all environmental and ecological processes in the operating environment. To conserve and protect all forms of bio-diversity. To limit pollution, be it visual, noise or waste, of the operating environment. To disseminate knowledge of the ecology and the natural environment by utilising nature education projects

for staff and visitors. To promote knowledge, by encouraging and supporting scientific research programs on plants, vegetation,

animals and natural ecosystems within the operating environment. To limit impacts on the environment to an absolute minimum by adhering to the provisions of the

Management Plan and the Environmental Impact Study relative to the Lodge environment.


DURBAN OFFICE FUNCTION 1.2.

Office Manager Responsibilities

Management of Pinetown Office Recording and reconciliation of all accounts including Preschem, Maliba and any other future companies Preschem Stock Control , invoicing to customers and arranging dispatch Preparing of Preschem monthly/yearly sales figures and preparing stock flow charts and sales reports Update Preschem customer purchase records Attending to Maliba Border formalities occasionally for goods purchased in Durban Account management of Creditors, Suppliers relating to Maliba ,Preschem Keeping of asset register (both companies) Payment of all staff salaries (both companies) Staff Leave Management and recording Preparing of end of year figures for Preschem and Maliba accountants Buyer- Special research projects for services or items to be purchased Liaison between Preschem and Contractors Monthly Preschem stock takes Calculating and processing all SARS & Lesotho Taxes for both companies monthly Occasional special projects research as requested by Directors Once a year visit to the lodge to liaise with the Maliba Managers

Finance Manager

Reconcile Stock - Preschem Complete Stock Balances & Costing for Bookkeeping- Preschem Update Yearly & Monthly Sales Figures- Preschem Update Stock Flow Chart- Preschem Update Customer Purchase Record- Preschem E-mail Australia Stock Flow Chart - Preschem Preschem / Maliba PAYE South Africa - Deadline 7th of following Month Maliba PAYE Lesotho - Deadline 15th of following Month Complete Pastel Bookkeeping for Preschem Preschem VAT Bi-Monthly - Deadline last day of following Month E-Filing Complete Pastel Bookkeeping for Mountainside Retreat Maliba Prepay Journals Maliba Credit Card Journals Maliba VAT Monthly - Deadline 20th of next Month Maliba Cost of Sales Journals

Marketing Manager and Operation

Marketing

a) Liaise and update South African ground handlers and tour operators as well as international tour operators on all aspects of the lodge. Ie. Specials, rates, new activities, training and site visits

b) Conduct product training for tour operators


c) Form marketing strategies that develop the brand and increase exposure in South Africa and internationally.

d) Update online booking systems with new specials and prices Update all social media on new events, specials, rates and activities such as facebook, twitter and the

Blanket wrap Increase and manage exposure in all forms of media such as print, television, radio and internet Attend relevant trade shows and exhibitions

Operations

Oversee lodge and office operations with the management team which includes directors, lodge manager and office manager

Assist in training and staff development at the lodge Assist and oversee training of reservations consultant Assist reservations manager with particular bookings where necessary Assist in special product and activities development

Reservation Department

Reservation Audit

This will be performed by Reservation Manager on a daily basis. All outgoing and incoming emails will be scanned through. Should there be any mistakes, this will get circulated to the Directors for discussion and comments. Follow through will be required and each mistakes will be recorded for measuring performances.

Reservation Consultant Work Instructions

A. TAKING ENQUIRIES Remember to take down guests details such as full name, cell phone or home number, email address or

any information that relates in making a reservation To ask their check-in and check-out dates To ask number of people and children (ages are important) To ask any special request Ask guest where they hear about maliba lodge?? If they say via the Internet ask them to be more

specifics

Please get back to your guest and send them appropriate quotes.

B. SENDING QUOTES Please quote your guests an appropriate rates as per their request (Maliba Lodge or River Lodge) Allow maximum 1-2 days for your guest to get back to you. Should you receive no feedback from them,

please do follow up emails or by calling your guests. Offer them a better rate if the rates you’ve quoted him were too high or over their budget BUT please

discuss this first with Lodge Directors before you quoting your guests a discounted rate.

Discounted rates or Specials only apply when:


Midweek (between Sunday – Thursday) and away from High season, public holidays, long weekends, and school holidays

The Lodge is still empty and low request on those dates Last minute booking (booking made within 1-2 days prior to arrival) Repeated guests (usually entitle for 5% discount) or more by approval from Directors

C. BOOKINGS Issue an Invoice only when you received a confirmation OR a go ahead from your guest Notify your guests that a minimum of 50% Deposit is required to be made within:

3 Days after receipt of Invoice – arriving in 1 week time 5 -7 Days after receipt of Invoice – arriving in 1 month time

100% Full payment is required to be made within: Immediately after receipt of Invoice – arriving in 1 or 2 days time

30% Deposit is required to be made within: 7-14 Days after receipt of Invoice – arriving in 10 to 12 months time

D. DEALING WITH GUESTS REQUEST AND SPECIAL OCCASION You will be informed by your guests or Tour Operators if they are celebrating special occasion while they

are at the Lodge. This needs to be mentioned in Nightsbridge for the lodge to know. You must discuss with the lodge Manager about special arrangements that guests would like to include

in their booking such as: engagement surprise, anniversary, birthday, etc.. Please Note we do not cater for Halaal and Kosher meals Confirm with the lodge if there’s any additional cost involves for special arrangements

E. PAYMENTS & REFUNDS Please request a proof of payment for all the payments and deposits Direct payment from Direct guests : Record all payments in Nightsbridge with the Reference both in

Accounts and Note so then the lodge is also aware Refund: Please refer to Maliba cancellation policy and discuss with us here before you make any

decision on this. Request banking details from guest and inform Finance manager to make the transfer Nightsbridge Payments – Online Booking :

Credit Card : Check if the credit card was successfully done (you should have this email notification). Enter this payment in Nightsbridge and don’t forget to use the Payment ID as the payment Reference. Don’t forget to also make a note on this payment in “NOTE field” in Nightsbridge so then the lodge knows what’s happening with the booking. Make sure you write each payment separately and show how the payment was done and the date.

EFT : Send your guests an acknowledge email that you’ve received their online booking. Please inform them that a deposit must be made immediately to confirm their reservation and send us the proof of payment. Please do not send the confirmation until you receive the payment from your guests.

F. SENDING CONFIRMATION Once a deposit or full payment has been received from your guests, booking confirmation must be

issued directly from Nightsbridge Double check with Finance manager that all payments have been cleared in Maliba FNB or Lesotho

Nedbank Accounts


Request from finance manager to forward all the payment notification received via email and cross check

Do not forget to also send out the Check list and Terms & Conditions along with the booking confirmation

Booking confirmation is very IMPORTANT as it summaries their booking details, to inform them about the additional cost such as Park Entrance Fees and Drinks & Activities, to show them Maliba Lodge cancellation policy

In conjunction of sending the confirmation, you may also want to ask your guests about their ETA, ETD, and special dietary requirements, where they are travelling from, and next destination after Maliba, special occasion, etc...

G. HANDLING CONFERENCE BOOKING Please note we can only accommodate maximum of 44 adults sharing in Double and Twin rooms (this

includes Maliba Mountain Lodge and Maliba River Lodge) Or 32 sharing/single in separate bed Get the correct sleeping arrangements Refer to Maliba Conference package for different types of packages Make sure your guests know that the dining room will be converted to be a conference area Make sure you inform your guests that maliba lodge doesn’t provide projector, projector screen & audio

visual. They would need to bring their own should they need those equipments Please inform your guests about park entrance fee and vehicle fee and if they would like us to collect

this cost up front Please make sure to inform your guests that drinks are not included in the conference package unless

they request to have BAR TAB (bar allowance) Make sure you ask 50% deposit or Purchase order to secure the reservation ASAP Make sure you also need to send out confirmation once you received form of payment to show them our

Cancellation Policy (very important) To ask if anyone in the party has special dietary requirements or allergies Make sure you inform your guests about tea break weather the package includes 1 or 2 tea breaks To request programme so then the lodge know what time the conference starts and lodge can plan the

meals timing

H. UPDATING NIGHTSBRIDGE You must update Nightsbridge regularly if there are any new info given by your guests All confirm bookings need to be entered in Nightsbridge with all your guests relevant details Make note in Nightsbridge about the packages: DB&B, Valentine’s special, B&B, Easter Special, Ski

package etc.. Always ask ETA (estimated time of arrival) and special dietary requirements or allergies from your

guests and make a note on these info in Nightsbridge for the lodge to know All payments must be recorded in Nightsbridge, both in “Notes field” for the lodge to see and in “view

accounts “ Full names from each guests must be collected and make note on Nightsbridge

I. UPDATING LODGE OF BOOKING CHANGES Lodge usually informs you when they update their booking system up until … date of the Month Any new updates on existing bookings for the same week must be entered into Nightsbridge and email

the lodge


Example of updates: ETA (estimated time of arrival), Payment updates, Special dietary requirements or allergies, Special to arrange, changes of dates, cancellations

Double check your Nightsbridge especially booking over the weekends in the case that you left important information for the lodge to know as weekend is our busiest time. This very important!!!

Please communicate with the lodge regularly for conference booking as this type of booking tends to get many changes as it goes along. Get as much information regarding this specific booking from your guests such as: programme, special dietary requirements, etc.

J. CANCELLATIONS Maliba cancellation policy is as follows:

Cancellation more than 30 days prior to date of travel - No Charge Cancellation less than 30 days prior to arrival - 25% Cancellation Fee Cancellation less than 14 days prior to arrival - 50% Cancellation Fee Cancellation less than 7 days prior to arrival -100% Cancellation Fee

Please quote your guests appropriate cancellation fees as per above rules Discuss with Lodge Directors if you are dealing with difficult guests or not wanting to pay the fee Make sure you double check your booking confirmation if it does mention about our cancellation policy

K. SPECIALS AND UPLOADING You must familiarise yourselves with all Maliba Specials or have them right where they can be referred

to easily Know which specials that are for Tour Operators & guests OR for Direct Guests ONLY Make sure you inform the lodge and make a note in Nightsbridge about special package that your guests

book. Double check with the lodge if they know the specials and what the special includes Once the special is finalised, you would need to inform the TOP 5 Tour Operators (discuss this with

Marketing department) You need to upload specials in Nightsbridge, Safarinow, Sleep-out and other online websites Offer Specials only WHEN its last minute booking, for budget people, low occupancy

L. DEALING WITH THE TRADE Know which Tour Operators or Travel Agents you are dealing with Know their background and how much business they’ve given us LIST of Tour Operators commission structures are saved in Main doc. Should you not sure regarding

commission, please look up this worksheet or contact Marketing team directly Always quote Tour Operators the STO rates unless they ask you for RACK Rates Once the confirmation is received, you may now issue the invoice and quote them STO in the Invoice Some Tour Operator may need to add their details or VAT number in the invoice. Complete this

accordingly

M. TRADE TERMS AND CONDITIONS When you have received a request from an Agent on Maliba Rates please send them STO rates for both

Mountain Lodge and River Lodge Also send Rate agreements along with the STO rates and request to complete the form to send it back

to you Should you received a new request from new tour operator, please record this in commission structure

worksheet


N. TRADE DISCOUNTS Trade get 10% discount for personal visit to Maliba Lodge However we do offer 30% discount for the 3rd night during educational visit (please confirm again with

Directors when giving out specials) 30% off meals at the main lodge when guests for site visits are staying at River lodge (apart from the

complimentary meals already offered to trade) Sometimes more by consent of directors

O. EDUCATIONAL, WHO DECIDES, WHO GOES AND WHEN Please consult about Educational with Lodge Directors before you get back to the agents Know the agents background and how much business they’ve given us Educational can only be done Midweek, outside public holidays, peak season, school holidays as this is

part of their work, they should be able to travel midweek We generally offer 2 adults for maximum 2 nights stay. If they wish to stay longer than we would need to

charge them usually a discounted rate. Discuss the rate Lodge Directors Complimentary accommodation, meals & one free activity Full price drinks and other extras Send them booking confirmation and check list (STANDARD TO ALL MALIBA GUESTS)

P. LAST MINUTE BOOKINGS AT DISCOUNTED RATES Generally we offer between 10% - 30% discounted rates to last minute bookings Only if there are still a lot of empty rooms to be filled Offer only discounted price when you know that you might not be able to fill those room on that specific

period Offer Specials WHEN its last minute booking, for budget people, low occupancy

MOUNTAIN LODGE AGENT : 40% off Rack rate for Midweek (outside of School/Holiday season or public

holiday at all time) AGENT : 20% - 30% off Rack rate to all agent at other time with those that regularly

book or have a lot of promise getting 30% commission DIRECT GUESTS : booking 14 days before get 20% off Rack rate for Weekends or Public

Holidays if our bookings look light on and 40% if Midweek. RIVER LODGE DIRECT & AGENT : booking 7 days before arrival gets 20% discount for Weekends and Public

holidays and 40% Midweek

Q. DEALING WITH COMPLAINTS To forward the complaint email to Lodge Directors, Lodge manager, Durban office manager and

Marketing Manager Make sure to receive all comments from Lodge Directors & Lodge manager You would need to find out from Lodge Manager what really happened at the Lodge The response email might be coming from Lodge Manager or Maliba Director or Reservation after all

details have been discussed among each other and a decision has been made


R. FOLLOW UP EMAIL AND PHONE CALLS Generally once every 2 weeks, you would required to complete the follow up sheet to send out email

follow ups with 5% discount voucher for their next visit Beside the email follow ups, you would also required to do verbal follow up via telephone (selective

guests only) and email the follow up spreadsheet to Lodge Directors, Lodge manager, Durban office manager and Marketing Manager

All telephonic comments received from your guests need to be entered in excel spreadsheet and email it to Directors, Lodge Manager, Durban Office Manager, Marketing Manager

S. FREQUENTLY ASK Q&A’s How far is Maliba Lodge from Joburg ? 4.5 hours How far is Maliba Lodge from Durban ? 6 hours How far is Maliba Lodge from Maseru ? 2 hours How far is Maliba Lodge from Sani Pass (TOP) ? 5 hours How far is Maliba Lodge from Clarens ? 1 hour How far is Maliba Lodge from Caledonspoort Border Post ? 45 minutes How far is Maliba Lodge from Afriski ? 2-3 hours How far is Maliba Lodge from Katse Dam ? 3 hours Can River Lodge guests have meals at the mountain lodge restaurant ? YES, provided that they make

the booking at Durban Booking Office or 24 hours notice to the Lodge (subject to availability) How much food & beverages can one bring through the Border ? Food & beverages are allowed

provided that they are not in a large quantity. The border officers don’t generally search your car Can one travel to the lodge with a normal car ? YES, a normal car is fine however they will be travelling

on a gravel road for about 1.5 km once they are inside the park and they just need to take it slowly. NOTE: During rainy season the road can get tricky to pass, please double check with the lodge about it before you inform your guest

Can one ride a bike or quad bike at the lodge ? NO, it isn’t allowed at the National Park and surrounding it. However if guests are travelling with a motorbike, its fine but they are not allowed to ride it on the hiking trail and etc..

Does Maliba Lodge offer transfers services ? NO, however we can help guests to arrange pick up from Maseru Airport etc and this at an additional cost

Does Maliba Lodge cater for Halaal and Kosher ? NO, but we do cater for Vegetarian Is Rand useable in Lesotho ? Yes, Rand is widely useable in Lesotho

T. WEBSITE UPDATES You will be required to update online websites such as Safarinow, Sleep-out, Solomon’s Guide,

WhereToStay, Country Roads, MT beds etc… The login details is saved in Maliba Lodge main document You will be required to update those sites with a current specials, new rates and others You will be required to update the specials in Nightsbridge “Set Up”. Here you can set minimum stay,

latest specials, new rates, company details, etc..

U. FRIENDS AND FAMILY RATES AT THE LODGE Maliba staff member will get a discounted rates when they would like to bring their family to the Lodge

both for Mountain Lodge and River Lodge Rates:


Accommodation : 30% discount Weekend booking 2-3 months or more prior to arrival 40% discount Midweek booking 2-3 months or more prior to arrival

Accommodation : 40% discount Weekend if booking 2 weeks or Last Minute prior arrival 50% discount weekend if booking 2 weeks or Last Minute prior arrival

Meals : 30% discount – for River Lodge Guests Activities : 30% discount

Restrictions: Strictly outside peak season, long weekend, school holidays Exception: If only there’s low occupancy for those dates (peak season, long weekend, and school

holiday) we can give 72 hours notice or 3 days and further arrangement must be discussed first with Lodge Directors.

Always discuss any complimentary or discounted rates with Lodge Directors Once you received a confirmation you may then enter the booking in Nightsbridge and mark it as

complimentary or waiting for deposit or etc.. Inform the lodge about your booking Maximum bednight allocation per staff member is 5 bookings per annum. This should be recorded in

booking allocation spreadsheet. Should you have more bookings, this should be discussed first with Lodge Directors for approval.

V. WEEKLY & MONTHLY REPORT To send out weekly Enquiry Log to Lodge Directors, Lodge Manager, Durban office manager, and

Marketing manager Always mark “confirmed booking” on the week that you are currently working at Explain in the enquiry log how your guests know about Maliba Lodge ie: recommendation from friends &

families, internet search, reading an article, etc.. You would need to take down an average phone calls you receive daily and record this too in the enquiry

log Booking Flowchart must be sent out to Lodge Directors, Lodge Manager, Durban office manager, and

Marketing manager on monthly basis (last day of the month) Calculate the monthly booking percentage and this needs to be shown in the flowchart You may also send feedback spreadsheet once every 2 weeks together with your enquiry log and email

it to Lodge Directors, Lodge Manager, Durban office manager, and Marketing manager

W. DIRECTOR FEEDBACK Reservation department is required report their work check list to Lodge Directors on a regular basis to

make sure that work instructions have been met

X. NIGHTSBRIGDE COLOURS REPRESENTATIVE

Outstanding Account Mark booking in Nightsbridge in this colour once you’ve received a deposit/payment from your guests.

Outstanding Account Mark booking in Nightsbridge in this colour once you’ve received a deposit/payment from your guests.

Paid Mark booking in Nightsbridge in this colour once you received a full payment and no outstanding payment.


Provisional with auto expires

Mark booking in Nightsbridge in this colour when your guest isn’t sure about the confirmation. In this case you need to give your guest a deadline as to when they need to confirm by, if not then their booking will definitely get released automatically from the system.

Confirmed (Educational & Complimentary)

Mark booking in Nightsbridge in this colour for all educational visit, complimentary etc

Provisional with auto reminder

Mark booking in Nightsbridge in this colour for provisional booking and to remind yourselves to follow up with the guests

Unavailable Mark booking in Nightsbridge in this colour when the room is unavailable “out of order”

Y. BORDER POST Caledonspoort (most convenient) 06:00 – 22:00 Sani Pass 08:00 – 16:00 Maputsoe 06:00 – 22:00 Maseru 24 hours Van Rooyen’s Gate 06:00 – 22:00 Sephapos Gate 08:00 – 16:00 Makhaleng Bridge 08:00 – 18:00 Tele Bridge 08:00 – 18:00 Qacha’s Nek 08:00 – 18:00 Ramatseliso’s Gate 08:00 – 16:00

DIRECT BOOKINS

A. PHONE & EMAIL Enquiry received via phone or email Quotations to send through Don’t forget to ask how they heard about Maliba Lodge and if they would like to subscribe to monthly

newsletter Once you received a confirmation then you may Issue the Invoice either ML or RL Payment proofs need to be requested from your guests for all payments made to our accounts Once a deposit has been received either via EFT or Cash Deposit you need to record this on

Nightsbridge Booking confirmation must be issued as a proof of payment received from your guests Email the confirmation, check list, terms & conditions *** If you received another payments on the same booking, all payments must get recorded in

Nightsbridge and issue an updated confirmation but no need to send check list and T&S***

B. ONLINE BOOKING via NIGHTSBRIDGE You will be notified by email for all confirm booking made online via Nightsbridge Synchronise your Nightsbridge and the new booking will automatically be inserted for you Double check payment options, if your guests have made a deposit either via Credit Card or Choose to

pay EFT If it was made by Credit Card, you must check the amount that was paid and weather it was successfully

processed


If Credit Card payment was successfully deducted, must remember to record the payment in Nightsbridge and send confirmation, check list, terms & conditions, and credit card mandate. You need to explain to your guests that they will not get debited again as the mandate is for accounting & security purpose or as a proof of an authorisation

If it was an EFT payment, please double check if you’ve received a proof or payment has been reflected in the banking accounts. Only when the deposit is received, you then may issue a confirmation, check list, terms & conditions. If no payment is received, you would need to email your guests back and request the payment to be done immediately.

No confirmation is necessary if you haven’t received payment from your guests ***NOTE: Please notify Jennifer @ Nightsbridge by forwarding cc payment email notification to hold the

transfer until your received credit card mandate from your guests!!! Once the card mandate is received then you may inform Jennifer to go ahead with the transfer. Its best to forward the card transaction notification so then Jennifer know which transaction it is

C. OVERSEAS GUESTS REQUESTING TO PAY BY CREDIT CARD Once the invoice is sent to your guests and they would like to pay by Credit Card Send your guests a credit card mandate and make sure to inform your guests that this method attracts a

3% charge depending on card type Once your received a go ahead, you may process the card and make sure to record the payment in

Nightsbridge You may now send booking confirmation, check list, and terms & conditions

TOUR OPERATOR / TRAVEL AGENT

A. BOOKING PROCEDURES FOR ALL GUESTS Received booking request via email or telephone Send invoice once you are notified that the booking is now confirmed Always invoice Tour Operator or Travel Agent STO rates With Tour Operator, you don’t generally send the date limits to when the payment should be made by.

Payment in full from Tour Operators generally done around 2/3 weeks prior arrival Same thing as other bookings, you would need to send out confirmation, check list, and terms &

conditions once your received the payment Record payments in Nightsbridge

B. AFTER GUEST CHECK OUTYou will receive an email from the lodge of any extras that guests consume while they are at the lodge or even some outstanding amount towards the accommodation.

Credit Card : Please process their credit card and mark the booking as PAID once you know that your guests don’t have any outstanding payment

Cash Payment : Please request all payments post check out from the lodge so then you can enter them in Nightsbridge. Cash payment usually done at the lodge. Once you know they don’t have any outstanding amount, you may now mark their booking as PAID

NB: Double check the details when you are processing credit card payment. Make sure you are processing correct guests before you do the actual transactions!!!

Mountain Lodge and River Lodge Terms & Conditions


MOUNTAIN LODGE

All bookings must be made in writing with our Central Reservations office and all guests should be in possession of a valid booking confirmation obtained from our reservations office. A 50% non refundable deposit is required on confirmation of booking and balance should be paid prior to arrival OR be paid at the lodge prior to departure.

A direct EFT deposit into our South African FNB account is preferred but payments can be made by Visa, MasterCard and Diners Club Card only or by electronic bank transfer. Cash can also be accepted to cover balance of payments and incidental costs. A 3% additional fee will be added for Credit Card transaction (Visa, MasterCard, and Diners Club Card only).

Room release time is at 18:00 hrs unless we are notified of a late arrival. Normal Check-in time is 14.00PM and Check-out time 10.00AM; however we are flexible depending on

our booking situation. Cancellation more than 30 days prior to date of travel No Charge, Cancellation less than 30 days prior to

arrival 25% Cancellation Fee, Cancellation less than 14 days prior to arrival 50% Cancellation Fee, Cancellation less than 7 days prior to arrival 100% Cancellation Fee

Children under 5 year stay for free. No person other than those quoted for, are permitted to share the accommodation. No pets allowed at the Maliba Lodge as we are situated within a National Park. Whilst every effort has been made with regards to your security and safety, Maliba Lodge and its owners

are not liable for any losses, damages or injury of any nature by guests or their property on the premises. The client who makes a booking thereby warrants his/her authority on behalf of all persons included in the

booking to agree that all such persons shall be bound by the terms and conditions of listed on this website.

Terms and Conditions are deemed as being accepted on receipt of the deposit.

RIVER LODGE

All bookings must be made in writing with our Central Reservations office and all guests should be in possession of a valid booking confirmation obtained from our reservations office. A 50% non refundable deposit is required on confirmation of booking and balance should be paid prior to arrival OR be paid at the lodge prior to departure.

When booking in please meet the manager at the main lodge for the key and an introduction to the park and Bill must also be finalized at the main lodge on day of departure.

Maximum occupancy (8) people per unit and must be adhere to. This including children of all ages. Exception to that can only be approved by Lodge Directors.

No person other than those quoted for, are permitted to share the accommodation. No pets allowed at the river lodges as we are situated within a National Park. No loud noise or excessive noise is allowed. Noise should be kept to a minimum between 9.00PM and

8.00AM Lodge management must do a check for River Lodge guests to make sure that total number of people is

correct as per reservation given by Durban Office. Lodge management must do a full house check to make sure that everything is in order, nothing has been

taken away from the house and things aren't broken. Damaged or missing items from the chalets will be charged to guest account No smoking is allowed in the unit A laundry service is provided at River Lodge at an extra cost (confirm current price with the lodge

manager) River Lodge guests are welcome to eat at the Mountain Lodge. Booking is essential with 24 hour notice NO refunds will be given after a firm booking has been made and a deposit has been paid. We will

however give the option of alternate dates should the guest not able to make it on the dates booked provided it was cancelled more than 5 days before arrival. The booking for the alternative dates must be


made within 2 months from the date of the original booking or the full deposit will be forfeited. Alternative booking dates may not be in high season unless guest is willing to pay the difference.

A minimum stay of 2 nights is required for all reservations during school holidays, long weekends, and normal weekend (unless it’s a quiet weekend).

Visitors are not allowed to ride quad bikes or motor bikes on site because we are located within a National Park.

Please book all Afriski activities through head office (winter period)


LESOTHO LODGE OFFICE FUNCTION

1.2.1. GENERAL AND FINANCIAL

Management Report The General Manager should provide the Directors with regular management reports highlighting areas of concern, work in progress and completed and a complete financial review. It may also be a good idea that the assistant manager, head chef, front of house manager and maintenance manager adds to the report of the GM

Meeting Regular meetings are a vital part of the company and its operations Meetings promote good communications skills and it gives us direction in our tasks on a daily, weekly

and monthly basis Meetings must also be used as a forum to do planning and to raise questions, comments and concerns Departmental meetings must be done on a weekly basis Meetings will take place on the following days

o Front of House : Mondayso ML Housekeeping : Monday o RL Housekeeping : Mondayo Maintenance : Tuesdayo Kitchen : Tuesdayo Security : Wednesday

The above meetings must be attended by the HOD and the Assistant Manager Should the HOD be not available the assistant HOD must attend the meeting The meetings must be to the point and notes must be taken Minutes will be taken by the Assistant Manager and placed on Dropbox A weekly HOD will take place on a Sunday. During this meeting all HOD’s must attend or their assistants At the end of each month there will also be a staff general meeting. This meeting will be made public via the notice boards All point to be raised by staff for this meeting agenda must reach the General Manager or his Assistant

by latest 25th of each month Minutes for the staff general meeting will be publish on the staff notice boards

Month End Reporting

All HOD’s must do a month end report The following departments will be responsible for a month end report

o General Managero Front of House o Kitcheno Maintenanceo HR

These reports must be mailed to the General Manager by no later than the 2nd of the new month


The General Manager will verify these reports and compile a lodge overview report with these departmental reports as attachments

The General Manager must send all monthly reports before the 5th of each month to the Durban office and all Directors

In addition all financial reports must be completed by the end of the month These financial reports will be :

o Daily bar cash and card takings – captured by the Front of House Manager or Assistant Managero Mountain Lodge cash and card takings – captured by the Front of House Manager or Assistant

Managero River Lodge cash and card takings – captured by the Front of House Manager or Assistant

Managero Bar stock report – captured by the Front of House Manager or Assistant Managero Kitchen stock report – captured by the Head Chefo Curios report – captured by the Front of House Manager or Assistant Managero Electricity report - captured by the Front of House Manager or Assistant Managero Diesel, Paraffin and Vehicle usage report - captured by the Front of House Manager or Assistant

Manager All stock takes must be concluded on the 1st of each month The General Manager Report will include the following :

o General Manager month end reporto Front of House month end reporto Kitchen month end reporto HR month end reporto Maintenance month end reporto Bar daily takings reporto Mountain Lodge takings reporto River Lodge takings reporto Electricity reporto Kitchen stock reporto Bar stock reporto Diesel, Paraffin and Vehicle usage reporto Curios report

Start Balance All petty cash expenditure must be entered into an approved excel spreadsheet template which will be provided to you. Your balance from the previous month must always be carried over in the next month credit column as your start balance

Petty CashAll Petty Cash expenditure should be entered on a weekly basis (or sooner) and be emailed to Accounts Manager at the end of a month. Slips should be courier posted. This money should be reconciled on a monthly basis

Cash On SiteA minimum amount of R50,000 petty cash needs to be kept on site. Please use petty cash for select items- keep withdrawals to a minimum due to bank charges. Surplus cash can also be deposited into bank account when necessary so the cheque card can be used if walking around with cash is a security issue.

Recording VAT


Kindly take note of vat on food item receipts, some food items are not Vatable & some are Vatable, please record the total vat value of food items in the vat column of petty cash sheet. In most cases you will find the vat value at the end of the receipt e.g. Guest Food- R50 / Vat Value R6.14.

Electricity PurchasesAll electricity/fuel purchases requests need to be sent to Accounts Manager within 24 hours of purchase so we can keep our good relationship with our Supplier.

Fuel Allocation ReportsFuel usage (Litre/Mileage/Driver/Reg) needs to be recorded on a monthly fuel sheet, scanned and sent with monthly Accounting Reports.

Purchase LimitsIndividual purchases over R1000 should be communicated to the Directors prior to any purchases

Separating ExpensesExpenses like Food for Guests & Staff meals must be separated in the petty cash sheet if they are bought on the same receipt e.g. total value of receipt – R100 / R40 staff meals / R60 guest food, these must be itemized separately

Bar, Food & Activities Sales Bar, food sales, horse rides and accommodation should be recorded weekly on separate spreadsheets. Money from these activities should be kept separate and reconciled on a weekly or monthly basis. Any authorised freebies will be documented and communicated to you

Getting Receipts / Report to Head OfficeTry to make sure the receipts for the previous month are posted to the Durban office by the 5th of the next month or handed to one of the Durban staff if they are visiting, as the office has Vat deadlines to meet. Accounting Reports must be emailed by the 1st of the next month. Stock / Cost of Sales report need to be emailed by the 10th of the next month

Border Custom FormalitiesPurchases need to be declared at the Border on the SAD500 forms so you need to make sure you are given an official tax invoice that breaks down the figures e.g. sub total- R500, Vat @ 14% - R70, Total R570.00 as the Border Officials are very fussy & will make you pay double vat on items you have already paid vat on. You will receive a copy from the border officials which you must send to the office with your petty cash so we can claim the VAT. We will supply you with step by step instructions on how to fill out the border forms & the procedure to follow

Border Procedures and Goods Clearing

Main things to follow are:

1 All Invoices must have the following on it A VAT registration number of your RSA supplier. It is a ten digit number starting with the number 4; e.g

4123456789 An Invoice Number


An Invoice Date –the validity of a tax-invoice on imports is ninety days from date of purchase. The Invoice must clearly state “Tax Invoice” on the document The VAT amount paid or an indication that VAT at a standard rate (14%) is included. (Original tax invoices

that merely state “VAT” is included, without showing the rate or the actual VAT paid, are not acceptable.) You are required to have 3 to 5 copies of these invoices AS WELL AS THE ORIGINAL

2 Is the vehicle RSA or Lesotho registered? Lesotho Border is currently only accepting Lesotho registered vehicles to export goods into Lesotho. RSA vehicles have to pay the double VAT at the border.

3 We use the following clearing agent to clear our goods for Maliba:Herman Tel: 076 934 1519Address: 37 Reitz Street, Shop 5, FouriesburgLiaise with Herman for the clearing of documents and meet with him to collect the paperwork before crossing the border.

4 Hand forms to SARS office, after the officials clear you, then you head to LRA Lesotho side.

If something or one of the items is flagged Goods need to be shown to SARS, they then photograph the goods and write a report that is sent off to

the hub. Once the hub clears you are off to the LRA - Lesotho side

5 LRA checks the permitted items, the 5 requirements for invoices and then clears them. Once both sides have cleared the items successfully and handed you back copies for our file you can pass through.

Dealing with Non Vat Registered suppliers: Kindly query with suppliers prior to purchasing goods if they are VAT registered? IF they are NOT VAT REGISTERED then please proceed to do the following: (Same applies for 2 nd hand Items)

Ask the supplier if they can & will accept an EFT payment Contact Durban Office Manager Tel: 031 702 8726 so she can do an EFT from Preschem Desiree will then pay for the goods from Preschem and supply you with a VAT registered invoice for the

goods from Preschem. If the supplier can’t or won’t accept an EFT payment then kindly request that the supplier provides you

with a lower value invoice for the goods, if you not sure what to value the item at then contact Desiree Tel: 031 702 8726 to assist with a value.

Taking goods for repair across the Border

Goods need to be accompanied by a basic Invoice from the lodge, a base value as we have to pay Vat on. SARS can declare the goods taken through and if goods are brought back within 3 months SARS refunds with a cheque.

These goods can also be declared with clearing agents, before going to the border to speed up the process but it will cost more.

Remember to always keep a clear mind, stay friendly, otherwise you won’t get anywhere. The above process takes at least 2 hours minimum.

a. If any of the 5 requirements are NOT on the Invoice we will be liable to pay the double VAT.


b. Kindly DO NOT attempt to smuggle goods across the border, should any staff member smuggle goods & get caught then the fine incurred will be paid by personally that staff member and Maliba will not be held liable unless exceptional circumstances are brought to the Directors attention.

c. All employees bringing goods across the border should check what has been supplied is correct in quantity and description

d. Only authorised and trained persons should be bringing our goods across the border and be fully aware of the consequences if things aren't declared properly

e. We should give prior notice to the clearing agent by giving him 24 hours warning, he only works Mon to Fri.

Telephone Usage and Long Distance CallsOnly the Managers shall use the phone unless permission is given by them for staff to use the phone in emergencies only. No long distance calls shall be made from the office or cell phone without seeking prior permission from the Directors. If you are making international calls to family or friends these will be for your own account. The Telephone bill will be audited by Accounts Manager on a monthly basis.

Office CleanlinessThe office should be kept in an orderly manner at all times.

2. GUEST ACCOUNTS AND BOOKING PROCEDURES

Guest Payment DetailsAll payment details/receipts for Mountain Lodge and River Lodge need to be sent to Durban Booking Office. This includes accommodation, activities, meals and beverages. Payment details can be sent via email and this should be done immediately after guests have checked out with no delay from the Lodge side.

Payment Procedures Check-List

DURBAN TICK LESOTHO – LODGE TICK

50% Deposit to confirm the booking If guests still have outstanding on their accommodation, please collect/process payment when Check-IN (especially when they pay by CC, this has to be done when Check-in process, so then Durban office can process the card before they leave the premises

Balance of accommodation must be paid prior to arrival

If EFT payment is done on site, please take a copy of payment proof as well as a copy of CC details in the case that payment doesn’t reflect in Maliba banking account

100% accommodation payment is received for all bookings before arrival

Get every guest to fill and sign CC mandate when making payment by credit card

Find out guests payment method when settling final bill at the lodge

Always inform guests with 3% credit card charge when making payment by CC


(MasterCard, Visa, Diners Club)Receive EFT proof of payment or Credit card mandate for all payments made

American Express is accepted but there’s 5% card fee. If accepting this type of card, make sure to take 4 digit security number at the back of the card

Make sure guests are aware of non-negotiable cancellation policies and have state AGREE/ACCEPT the policies

Maliba Payment Procedures

Please note, Durban Booking office will make sure that all guests are aware of Maliba payment procedures and Cancellation Policies. All guests will inform Durban Office that they agree/accept our cancellation policy. This will protect us when dealing with last minute cancellations, or no show for few numbers of people in group booking, etc.

Details on how final balance of accommodation will be paid (e.g EFT, credit card, cash) must be discussed with Durban Office before arrival

Accommodation: accommodation bookings are to be paid IN FULL prior to arrival by EFT or Credit Card and proof faxed or emailed to Durban office

Extras (beverages, meals, activities): extras can be paid direct at the lodge prior to departure by cash or credit card. Maliba lodge only accept payment by EFT if only it is being done direct on site. Maliba however has the rights to take a copy of guest cc details before departure.

Maliba lodge will not allow their guests to leave the premises without completing their final payment/bill Credit card payment is accepted at the lodge; however this option attracts a 3% commission fee

(MasterCard, visa, and diners). Copy of ID/passport will be taken for security purposes If it was a LAST MINUTE BOOKING and Durban office isn’t able to collect full payment before guests

arrive at the lodge, payment for Accommodation HAS to be done during check in. If guest choose to pay by CC, details must be sent straight away to Durban office to be processed to see if it goes through or not Cancellation Policy:

Terms and conditions as well as cancellation policy are deemed as being accepted on receipt of the deposit (non-negotiable)

Cancellation more than 30 days prior to date of travel - No charge Cancellation less than 30 days prior to arrival - 25% cancellation fee Cancellation less than 14 days prior to arrival - 50% cancellation fee Cancellation less than 7 days prior to arrival - 100% cancellation fee

EFT Payment RequestEFT payment requests for goods from Suppliers must be emailed to Accounts Manager with a complete breakdown of the various department allocation and vat i.e A&S R1000 = (438.59-Food / 175.43 -Bar / 263.18 -Housekeeping Supplies/ 122.80 -VAT). Payment requests to pay unknown suppliers need to have an official invoice accompanying the payment request detailing purchase and supplier details. 24 hour notice is needed for FNB account holders and 72 hours for other banks so the payments are cleared prior to goods collection by lodge staff.


Walk Ins Account, Room Allocation, and Secure Walk In Bookings in NightsbridgeDurban Head Office must be informed on all walk-ins details and payments. Full guests details must be recorded and email through for the head office. Full paying guest must get the best room priority. Lodge is required to contact Durban Booking Office immediately about walk in guest in order to block the room in Nightsbridge. Should this happen over the weekend and out of office hour, Lodge is required to enter this booking online via Nightsbridge > Add Booking. This will prevent double booking should we get an online booking from other guests.

Current Special & Marketing

Ensure that lodge manager, assistant manager, front of house manager and head chef are fully aware of all specials and discounts that are offered to direct guests, bed nights, trade, embassy members and overseas travelers.

Be fully aware of the specials spreadsheet and the additional information for the package that is not stated on the actual flyer.

To educate guests on any specials that may be relevant Update marketing manager with any newsworthy events at the lodge i.e. eland, snow, community

information, special guest appearances. Take photos of any special interest events for The Blanket Wrap, Facebook and twitter and send to

marketing manager Send guest feedback and complaints to marketing manager, reservations, directors, and office manager Reservations must inform Marketing manager should booking/occupancy are looking low. Marketing

strategies need to be discussed among Reservations, Marketing manager, and also Lodge Directors.

3. LODGE PROCEDURES

Front o House Opening procedure

Bar tender and waitresses should open umbrellas and put ALL cushions outside immediately when they start the morning shift.

If tables and chairs need to be moved around we should all (bartenders and waitresses) help each other Waitresses should set the tables and bar tender should put out cups, milk and sugars Another waitress must set up the buffet All the front of house staff plus housekeeping should clean the front area while waiting for guests to come

up for breakfast ( lounge, outside beds, Restaurant and bar) Water features should be checked and refilled every morning After breakfast upstairs lounge and boma should be cleaned and wood should be refilled in the baskets

inside

Shifts Breakfast is 15 minutes and should be eaten either before guest arrived for their breakfast or after

depending on when you finish your morning routine 1hour lunch should also be eaten before or after guests come up for lunch and there should always be at

least one person in front during this time 15:00pm afternoon shift starts if you want to sit and have lunch you should come in before 15:00pm

Waitresses Sweep and tidy restaurant: dust lamps, paintings, cupboards, window frames etc Make sure you collect all dishes that were sent down for room service after serving breakfast and before

you go home at 16:00pm if there was a lunch room service. Steam your glasses


Clear tables immediately when guest finish especially when they leave a table It is everyone’s responsibility (early or late shift) to serve guests that they find at the main lodge, close and

cover umbrellas and remove cushions, or re-set the front area if it was re arranged Waitress who washes the glasses after breakfast must also clean the plate mats. EVERY DAY!

Kitchen No eating during service Refill and pack away all cereals into their containers and in their right places Clean and tidy your work station at all time. Pack everything clean and onto their right place Pack everything into the right fridge and section (e.g. butter: dairy fridge and jams at the top section of the

prep fridge)

Early and late end shift Wash and pack away everything you used during your shift (glasses and jars) Sort and Pack up cutlery for the next shift to use Make sure serviettes are being wash and ironed for the next shift by laundry staff or by you. Put out things for the buffet table before you leave at night

Bar tenders Every morning after serving breakfast make sure that enough welcome towels are packed and ready by

the bar Pack away all glasses that were washed and dried the previous night Pack up the refrigerators, wines, chips and chocolates etc Make sure you have the ingredients you need for cocktails ( please do not EAT the lemon and mint that is

put there for guests drinks. you can get your own from kitchen) Clean, wipe, wash and tidy bar ( floor, window frames, fridges, coffee machines, wine bottles) everything

should be cleaned Pack up the cupboards The person who comes in at 15:00 should always start steaming the glasses When you receive stock pack it away Storeroom should be clean once every week

Early and late end shift Pack away all glasses and cups that have dried up Wash everything that was use during your shift ( coffee machines, glasses etc) Refill all sugar pots Refill refrigerators and wines and chips and chocolates Dispose dust bin if full Do your cash ups Leave everything ready for the next person to use

When a guest leaves a table it is everyone’s responsibility to see that they clear, wipe and tidy up that area for the next guests to be able to use as well. When there are no guests the lodge should be spring cleaned.

None of the above procedures and duties are written in any particular order

Hot Beverage Training

Foam Use cold milk Let it merely touch the milk on top to make perfect Froth


Cappuccino Pour Coffee into a warmed up cup Add Warm milk to fill the cup Top it all with Froth

Hot Chocolate 3 Tsp Hot chocolate Mix it with a little hot milk first (without froth) Add boiling water Top it off with Froth Try to make froth one third of the cup

Café Mocha Combination of Coffee and Hot chocolate 3 Tsp Hot chocolate Then add strong coffee Add warm milk (a little bit) Top it all off with Froth

Irish coffee 1 tot Jameson Then add strong coffee until it reaches just above halfway in the cup Add 2 Tsp brown sugar and mix until all the sugar has dissolved. Tip: The sugar will help the cream stay afloat and not mix with the coffee. Top it off with whipped cream.


When using normal cream, hold a spoon upside down right above the coffee and pour the cream onto the spoon so it can softly pour onto the coffee.

Your end product should be coffee that’s not cloudy of mixed with cream, topped with 1cm of cream on top.

Café Latte Fill the cup with coffee, fill it up until just above the halfway mark. Add hot milk straight into the cup out of the machine… the machine will automatically create froth on top

as well.

Espresso Shot of coffee. Press the one cup button twice for normal strength. Press one cup button 3 times to make it strong. Served in an espresso cup.

Kahlua/Amarula or any liqueur coffee Make it exactly the same way as Irish coffee. Don’t add sugar, because the liqueur already has sugar inside of it


Room Orientation

Meet the guest at the parking lot Offer to carry their bags ( may I please help you with your bags) Lead the way to the room When you get to the door open the door and let them walk in first Put their bags down Ask to show them around the room. (Would you like me to go through your room with you?)

IF YES Start from the entrance: We have our wardrobe with extra blankets, mosquito and insect repellents and a laundry bag inside, by

the entrance. If you would like us to do your laundry please fill in the form on the laundry bag. It’s just to record your

items and how you want them washed All light switches for this area are here( pointing from door to lounge) are by the door as well as under floor

heating switch for this main area Then move to the information folder

o show them the brief history of the lodgeo show them the meal timeo show them our inter com numbers

If you would like someone to make fire for you please call bar and we will send someone down/up or may I make one for you now before I go

There are also two panel heaters on the sides of your bed and electric blankets. Show them the mini bar and mini bar pricelist Show the safe and the instructions Show them the torch Move to the activities folder Show them the trails, massages and community tour pamphlets (in this folder over here we have all the

details and maps for all hiking trails, information on massage treatments and the community tour. 4x4 Trail maps are in this folder over here (showing them the black folder).

The light switches to this central area and part of the bathroom are over here (pointing to them) Walk into the bathroom Show them the under floor heating switch behind the door Rail heating There is a sensor in the shower to take out steam while you shower. Bath packs (all the bath packs that we offer, are on the frame over there) Let them know that every evening between five and six, waitresses will go down to their room to take their

dinner orders And when they are in the dining room having dinner, housekeeping will be doing a turndown in their room. If there is anything you need, anything at all please don’t hesitate to call. Enjoy your stay


IF NO Point to them where the activities folder is Show them the information folder and let them know that if they need anything they will find all the internal

communication numbers in there and they can call us

Turndown Procedures

Part A Clean the bath tub and shower, if they have been used. Put in fresh towels, if they have been used. If the bathroom mats are dirty, replace them with clean ones. Remove extra pillows from the bed as well as the maroon bed cover and pack them away nicely. Turn on the electric blankets on 1. ( when it is cold) Turn on the panel heaters (when it is cold) Turn under floor heating to 30. ( when it is cold) On request of the guest start the fire in the fireplace. Put Room drops on the pillows. Close the curtains. Empty the dustbins. Refill tea, coffee milk and biscuits. Wash used glasses and cups. Leave only the lights above the bed on and dim them a little. Leave only the main light in the bathroom on. Leave only the light above the fire place and the front entrance on.

Part B When guest are checking out the next day remember to put trip advisors in their room with turn down. Put

it nicely on the bed. If there are children place chocolates with children’s turndown notes on their pillows

Part C – Romantic Turn down Complete part A of turn down first Light up all tea light candles in the candle stands in the room Line up six tea light candles from the entrance to where the wooden floor starts Do not place candles on the wooden floor as they are hard to remove if spilled over, damaging the floor. Put four candles around the bath mat by the bath tub Run the bath with only hot water and bubble bath and make a nice thick foam

When in season Mix the petal well to give good colour and use sparingly Scatter some flower petals on the floor in between the candles Make a path leading to the bath with the petals Scatter some petals between the candles by the bath tub Place one long red rose on the bed

Special Romantic turn down Place a bath pack of our choice by the bath tub Put an ice bucket filled with ice and a sparkling wine by the table in front of the fire place Place a folded serviette across the ice bucket Put two Champaign glasses on the table Place a card by the glasses if there is one given


Room Service Procedure:

Between 17:00hrs and 18:00hrs go down/up to the guests room to take their diner orders Knock and let them know who you are and what you are there for Ones they have let you in present the menu to them After taking their orders ask guests if they would like to dine in the main dining room or would they like to

have a private diner in their room. If they say yes, ask them if they would like a table in the room Ask them if they would like to order any drinks to come with their dinner Present them with a wine list Ask them if they would like their food to come all at once OR starter to come with main course OR all three

courses to come separately Ask what time would they like to have their diner Let them know that you will be back at their room 30min before their dinner time to set the table for them 30min before their diner go back to their room and set the table near the fire place in winter or on the

deck in summer if the weather permits Table must be set fully with cutlery, salt and pepper, wine glasses, plate mats(lunch)/table clothes (dinner)

and candles When it is now their dinner time take down their food as requested Ask the guest to please call the bar when they are done with their meal for you to go and clear.

Horse Riding Guidelines: Tack Care, Checking Village Tack, Rules for Guests and rules for Guides

Tack Care General

The quick release knot

This knot is used to tie up horses or to tie lead reins around the horses neck. By pulling the end it is released very easily.

Avoid having the bridle on when possible and avoid letting the reins hang on the ground.


Rather use a head collar if the horses are waiting to be ridden. The lead rein should be left on, tied around the horses neck with a quick release knot.

The bridle will be placed on top of the head collar when on a trail. Just before guests arrive to ride, put the bridle on, but wrap the reins twice around the horses neck to keep them safe until the rider is ready to mount.

When the saddle is not being used ring up the stirrups and place the girth over the saddle.

Bridles should be stored hanging up by the head piece.


Saddles should be stored placed on a pole which does not put strain on the tree (centre of the saddle). If they do need to be placed on the floor they should be placed with the pommel on the ground and the cantle in the air as in the image below right.

Daily cleaning:

Wipe the saddles and bridles with a damp (Not wet) cloth in the afternoon to remove dust from all areas. Pay special attention to leather that is on the horses skin (These areas take the most damage due to dirt and sweat).

Monthly cleaning:

Do not oil the leather before riding. The leather will be soft and may stretch. Always give at least 12 hours after oiling before using the tack. Avoid suede areas of the saddle when cleaning and oiling.

PVC/Fabric Tack Cleaning

This tack requires a good wipe with a wet cloth. No oil is required.

Cleaning Equipment:

Sunlight dishwashing liquid (or something similar), Leather oil/ conditioner, Sponge, Cloth

Bits


Soak the Bit in warm water with a bit of sunlight while cleaning other tack. By the time you have cleaned the other tack all the dirt from the bits should be soft and easy to wipe off with a damp cloth. Clean off all dirt and grime with a cloth. And rinse with fresh water.

Saddles

Remove the girth, stirrup leathers, stirrups from the stirrup leather and Numnah completely.

Use a damp cloth to wipe off excess dust. Ensure to get into every little area where dirt collects.

Brush suede sections with a soft brush.


Mix some sunlight into a bowl of water. Wet a cloth or sponge with it and wipe over the entire saddle paying special attention to dirty areas. Do not do this over suede parts.

When complete wipe the sunlight off completely with a cloth damp with plain water.

Use a sponge to coat the underside of the saddle flaps (and skirt) in oil. Do not soak it too heavily. Wipe over the top of the saddle with a thin coat of oil. Do not soak the stitching.

Remember to clean and oil the stirrup leathers and leather breast plates.


Use a wet brush to clean the grip on the stirrups and a damp cloth to wipe the stirrups.

Only re-attach the girth, stirrups and numnah the following day.

Bridles

Completely undo the entire bridle so that each part is separate. Even the bit is removed.

Use a damp cloth to wipe off excess dust. Ensure to get into every little area where dirt collects.

Mix some sunlight into a bowl of water. Wet a cloth or sponge with it and wipe over the entire bridle paying special attention to dirty areas and the parts that touch the horse.


When complete wipe the sunlight off completely with a cloth damp with plain water.

Use a sponge to coat the underside of the bridle in oil. Do not soak it too heavily. Apply a thin coat to the top of the bridle.

Only put the bridle together again the following day.

Horse Riding – Village Tack Checks

Horses

Ensure the horses are brushed and have no dirt marks on them.


Their manes and tails should be free from knots.

Tack

Ideally use our tack on the village horses and make sure to take it off the horse after use. If using the village tack, wipe it with a damp cloth before using it to remove any dust.

Checking the village tack – Where to check for damage:

When checking the tack wriggle it and be a bit firm with it. If you bend the leather it should not open cracks. Give a few slight tugs on the stitching. It should remain strong and not break. Always pay special attention to parts that are strained during the ride such as the girth and stirrups. Use a bit of force on these when checking them.

Repairs in the tack. Check the repairs done on the tack. Check that the repair is strong. Do not use tack with poor repairs similar to the below.

All the holes in the tack. Pay special attention to the girth straps and stirrup leathers. Daily wear and tear damages frequently used holes. Undo the buckles and check that the holes are not stretching, starting to crack, or are otherwise damaged. If the leather looks very weak use a hole higher up on the strap. Holes below will still be relying on the weak areas. On the bridle you may be able to move up or down because the bridle will not take as much strain as the girth and stirrups. Due to the strain on stirrups, if they are looking weak rather try use ours. Inexperienced riders will fall very easily if a stirrup breaks.


Check inside leather that is folded frequently/ permanently. This includes the stirrup leather which folds where it meets the saddle and again where the stirrup is. Also check the joints where buckles are connected as these become weak.

Check any sticking. Make sure it is not coming loose. This is especially important on the saddle where the girth straps are attached and on the stirrup leathers. Also check that keepers and runners are in place. If the keepers are broken off the reins especially are much more likely to undo themselves.


Horse Riding Rules - Guest

While all of the horses that we use are very accustomed to going on treks, guests ride our horses at their own risk and all riding guests are required to sign a standard indemnity form on arrival. International visitors are advised to obtain medical, travel etc. insurance before leaving their country of origin. All participation in activities is at the guest's own risk

Horseback riders - General

Please arrive for your ride 15 minutes before the ride is set to leave. Horseback riders must wear suitable attire. Horseback riders are required to wear a helmet which we will provide unless you wish to provide your

own. We have a strict weight limit of 100KG for horseback riders. You do not need advance horseback riding experience, but should be physically fit and be able to take

control of your own horse. We cannot take horseback riders with physical or mental disabilities. All horseback riders must attend the introductory tutorial before being taken out on the ride. All horseback riders must demonstrate the ability to stop, turn and move forward at will before being taken

out on the ride. Horseback riders must be at least 12 years old or older. Double riding on a horse is not allowed for safety reasons. Should you wish to go for a ride, we offer child care facilities at a fee to ensure your children are well taken

care of while you are out. No unaccompanied horseback riding is permitted. Unruly, unsafe or disrespectful behaviour will result in the immediate termination of a ride. If it's too wet or too cold, we don't ride. No smoking is allowed while riding.

Horseback riders - What to wear & bring with you

Wear long pants and closed shoes (smooth-soled shoes with a heel are the safest). If you have a peak cap bring it along to wear underneath your helmet. Exposure to sun can be a concern, we recommend you apply sunscreen. Jewellery may be lost or damaged and should not be worn while riding.


Cameras should be safely secured in some type of waist bag.

Horseback riders – Riding tips

Ride with loose reins. The horses are familiar with the paths and this will be more comfortable for both you and the horse.

If you will feel more comfortable, hold on the saddle or the mane. To make the horse go, click your tongue and squeeze the horse on the sides with your heels. If a little

more motivation is required, give the horse a light tap with your heels on its sides. To steer the horse slowly pull on either your left or right rein based on the direction you would like the

horse to turn. To slow down the horse, slowly and gently pull on both the reins, releasing the pressure when the horse

has stopped. When riding uphill lean forward slightly and lean backward slightly when riding downhill. Be firm with your horse. Use as much pressure as you feel is necessary without hurting the horse. The longer trail routes do cross short sections of rocky path. If you don’t feel comfortable riding through

them, you may get off the horse and lead it through these patches. You must decide for yourself if you would like to do this.

Horses do occasionally put their heads down to eat grass. Just give them a squeeze with your heels to keep them going.

Horse Riding Guides Checks

Horses

The horses should be brushed with no dust visible or dirt caked. Their manes and tails should be free from knots. When waiting to be ridden the horses should be wearing head collars and saddles with no bridle. The

stirrups should be run up. The lead rein will be tied around the horses’ neck using a quick release knot. 20 minutes before the ride is set to leave, bridles may be put on the horses over the head collars. The

reins should be wrapped in a double loop around the horses head. The reins will be undone when the rider is about to mount.

The forelock should be placed neatly under the headpiece and facing forward. All straps should be neatly tucked in to keepers and runners. Nothing should be twisted, hooked or dangling.

Clients

Ensure that all guests have signed an indemnity form and are not carrying valuables which may be lost. Provide helmets to each guest and ensure they fit correctly. Introduce your client to their horse and give the horses’ name. Help guests mount from the horses left. When the guest is on the horse, check that the girth is still tight. Help adjust the guests’ stirrups. Show the guest how to hold the reins (explain that it is like holding 2 coffee cups). Show the guest that only their toes should be in the stirrup with their heels down and pointing forward.

Last checks


When all the guests are on ask them about their experience level. All riders will still be required to be demonstrated the following:

Teach / Demonstrate to guests how to: Hold the reins. Sit up straight, shoulders back, heels down, toes forward. Explain that this prevents feet getting stuck in

the stirrups. Turn Right (Pull the right rein back slowly). Turn Left (Pull the left rein back slowly). Make the horse go (Click, Squeeze with heels and if there is no response tap with heels). Stop the horse (Pull back slowly). Lean forward up a hill. Lean back down a hill. How to duck under trees by putting their weight in their heels and leaning forward. All levels of rider will also be asked to demonstrate a go command and then a halt command as well as

how to duck under trees and steer left and right. Confirm that all guests are comfortable and ready to go and we will be riding in single file.

For rides over rocky ground or narrow pathways:

Explain to guests that there are parts of the route that are very rocky. In some cases guests will be required to dismount double loop the reins over the horses head and lead the horse with the head collars’ lead rein (This is done to avoid the reins slipping out of the riders hand and the horse standing on them. This also protects the horse’s mouth as the rider may use this rein to balance themselves). For these groups demonstrate how a quick release knot is released (pulling the end). Once undone the guest may tie their own knot.

During the beginning ride watch the riders competency. If you see that they are not competent riders rather ensure that they dismount over rocky paths rather than ride.

During the ride

If the group is stopping for a break, the bridles should be removed and placed out of the way. The horses will have their head collars on, with their lead reins tied around their neck and allowed to graze. The girth should be loosened about 2-3 holes allowing the horses to relax a bit themselves. Ensure all the girths are re-tightened before continuing the ride.

After the ride

Help each rider dismount. Remove the horses bridle. Run up the stirrups of the saddle and remove the saddle. Place the saddle on a pole or on the pommel with the cantle up. Hang the bridles up after use and wipe the bit with a damp cloth if there is grass on it. If the horses were sweating on any leather be sure to wipe the leather clean as soon as possible with a damp cloth.

4. EDUCATIONAL

Confirmation and Voucher for Educational A voucher outlining what is covered for educational visits will be either be emailed or faxed to the lodge managers from the booking office.


Bar TabA bar tab for the visiting approved non paying guests shall be set up and offered which will be outlined on the voucher. The account should be settled before the guest leaves. Your own bar tab will be at cost price.

Freebie and ActivitiesNo one is to be given free bar service/ horse rides unless approved by the directors.Cost price trips shall be given to industry folk (driver, guides, and special interest groups) unless otherwise specified by the directors (This should be the horse hire rate applicable for the length of ride). Generally educational receives one free activity.

Visiting Drivers/BodyguardsFor visiting drivers/bodyguards a voucher outlining what is covered will be emailed to the lodge managers from the Durban booking office or if it’s short notice discussed over the phone. Anything outside of these guidelines should be discussed with directors

5. OUTSIDE VISITORS

Day Trippers Outside day trippers (deemed appropriate) should be allowed at the lodge for tours (with the assistant manager) and be able to purchase meals and beverages. Discretion from the guard also needs to be instilled. Taxis, drunks, people on foot deemed mischievous should not be allowed to enter

Our GuestsPaying guests are to take priority over everyone else during their stay and privacy should never be compromised by day visitors they are the priority at mealtime and should be given privacy if required (consider using the mezzanine area as a private dining room if necessary from time to time) This does not mean turning away paying day guests as it is important for profitability we can get any income we can

Room HireNo day hiring of rooms is allowed

ActivitiesOutside visitors are allowed to do activities around the National Park such as hiking, horse riding. Full cost must be charged to outside visitors


DEPARTMENT POLICIES

1. FOH (FRONT OF HOUSE)

Guest Relation & Guest Delight

Meet every guest on arrival as well as departure from the lodge Ensure every guest has a form of guest delight during their stay

o Romantic turndowno Private deck/boma lunch or dinnero Surprise picnic

Certain items for specials occasions and guest delight must be complimentary and not charged to guests account (to be confirmed by Nick and Chris)o Sparkling wine for romantic turndowno Sparkling wine for a celebration (Anniversary/birthday/honeymoon)o Birthday cakeo Decorations for special occasionso Snack platter if requested for special occasiono Candles/bath packs/petals

To check on the guests at every meal Host and socialise with guests in the evening in the lounge or the bar Join guests for meals if requested Ensure interviews are done with guests on educational visits when necessary To arrange staff dancing and singing to experience Lesotho culture. Make it nice and short (not too short

and not too long)

Guest delight categories

This is up to the lodge manager and FOH manager discretion these as guidelines and will be added to from time to time. The concept is that every Mountain lodge guest that comes to the lodge should get 1 form of guest delight. Standard guest delights that can be used for ALL guests:

Private lunch/dinner Mez dinner set up Boma lunch/dinner Staff entertainment

Category A- Full paying; 4 or more nights

Lodge chooses an additional 3 of the following 4 options;

Welcome drinks before dinner as a surprise Romantic turndown- candles and sparkling wine Chocolate fondue Lunchtime picnic by stream or in room Stop and Go- horse ride


Category B - Full paying: 2-3 nights

Lodge chooses additional 2 of 4 options;

Welcome drinks before dinner as a surprise Romantic turndown- candles and sparkling wine Chocolate fondue Lunchtime picnic by stream or in room Stop and Go- horse rideCategory C- Package deals, midweek special, slight discounts

Lodge chooses additional1 of 4 options;

Welcome drinks before dinner as a surprise Romantic turndown- candles and sparkling wine Chocolate fondue Lunchtime picnic by stream or in room Stop and Go- horse rideCategory D - Complimentary stay, large discounts

Standard guest delight for all guests, unless VIP agent/ site inspection or bednight:ie choose at least one of the following

Private lunch/dinner Mez dinner set up Boma lunch/dinner Staff entertainment

Waiters Training Manual

General Job Guidelines and Responsibilities:

Know the menu. Know the ingredients and cooking/preparation method of each dish and beverage. When taking an order, always make eye contact with the guest and stand erect. Never lean, write on your

hand, or write on the table. Never crouch down on your knees to go to the guest’s level. Always write the order down and repeat it to your guests after you have written it down. Never handle glassware by the rim with your hands where guests will drink. Never handle silverware with your hand on the eating surface. When handling plates, never let your hand touch the food or allow your hand touch the eating surface. Be educated on your surroundings to assist your guests as much as possible. Be aware of upcoming

events, directions to favourite places etc. Know your work schedule by heart. Know what the specials are and the price. Know the history of your establishment. Know the operational hours of your establishment and those of other departments within your

establishment as well. Know your management. Avoid any long conversations at tables. This will upset your other guests because you will be distracted

and not pay attention to those guests.


When you are at work clear your mind of everything but work. When you are at the table make sure your mind is at your guests. Guests can tell if you are not totally mentally present with them and it will have a negative impact on the guests’ experience and your tip.

If you get behind, ask for assistance. You will not get in trouble for asking but you will get in trouble for falling behind.

Always look busy. Never stand around, lean on anything or stand in groups chatting. There is always something that needs to be done.

Always make sure drinks are secure on your tray and that food is secure in your hands. Never attempt to carry too much. Two safe trips are better that one catastrophic trip.

Always be careful when entering the kitchen, look out for anyone coming out of the kitchen. This will prevent serious accidents and extra work for anyone.

If an order is delayed in the kitchen, inform your manager first and then your guests. The manager will take this up with the kitchen and explain it to your guests as well. Get your story straight before approaching your guests and never hide from your guests.

Use your time wisely. When in your station, check all the tables before going back to the kitchen. Don’t go to one table and then to the kitchen.

Always try to take the complete order to the table. If the main dish is ready except for the side order (for example a vegetable), take the main dish to the table and ask someone to follow you with the side order. Do not let the main dish get cold because of a side dish. EVERYTHING GOES OUT HOT!

Guests are a lot more patient if they just see you. Do not hide from your guests. Always stay in close range to make sure you know what is going on at your table at all times.

Always try to put yourself in the guests’ shoes and ask yourself if you would be happy with the service you provided to them. Remember be totally honest with yourself.

If one guest orders something at a table, ask everyone else at that table if they would like something as well. This will save you a lot of extra trips and better your service to your guests.

When serving coffee or tea, always place the cup on the table so the handle is facing to the guests right side and also place the cup on the right side of the guest.

Whenever you’re reaching across or serving in front of a guest, always excuse yourself. Use a phrase such as, “Excuse my reach.”

Punctuality is very important. It shows respect towards your fellow employees and your managements. If you are late for work you will start out behind.

Never insinuate to a guest that he/she has to give you a tip or confront a guest about a tip that is too small. No guest is required to tip. As a waiter, you will have good days and bad days.

Pay special attention to single diners, they are usually the best percentage tippers and are also usually in and out.

If a guest offers to buy you a drink, politely tell the guests that it is against company policy and that you are not allowed to drink whilst on duty.

The most neglected customers in a restaurant are the late customers. Guests who come in at the last few minutes before closing time are usually the best tippers. They do not care about how busy you were or about how tired you are. They are here to enjoy themselves. Do not rush them, but make sure you get their orders before the kitchen closes. Treat them as if they are the first guests of the day.

Never remove a tip while the guests are still seated at the table, unless the customer hands it to you or motions for you to come and collect it.

If you have a problem with another employee, go directly to management. If you need to go to the restroom during your shift, inform your manager and ask a fellow employee to

keep an eye on your section while you are gone. No waiter/waitress is allowed to change his/her station or pick up extra tables without consulting the

manager. Always check your glassware, cutlery and crockery (plates, coffee cups etc.) for stains, cracks and dried

food particles. Do not eat in the front of house during operating hours. Do not chew gum while on duty either. Always server ladies, children and elderly first. Serve food from the right of guests.


Serve beverages from the right of guests. Clear everything from the left of guests. Anticipate condiment needs. Provide guests with condiments before you serve the food. Whenever you serve courses, remove dirty cutlery and crockery after each course. And remember to

replace cutlery if there aren’t any on the table. Keep an extra eye on beverages. Offer guest’s refills or another beverage before their glass is empty. Always SMILE and have a positive attitude. Never assume the change is your tip!

1. Getting YOURSELF ready and non-offensive for service

Groom yourself appropriately No wild hair styles or long loose hairs and no pedicures and Manicures Minimal jewelry and make-up Avoid provocative appearances Well-polished shoes and ironed clothing No body-hugging or too loose clothing

2. Getting the service areas ready for Guests

Sweep, mop & polish all floors accordingly Windows, tables & wall are free of dirt Prepare the restaurant & set tables

Table Setting Guide

Before service, make sure that each table in the restaurant is set correctly.

i. Check that all tables are stable and do not wobble.ii. Wipe the chairs and be sure they are clean and set at an appropriate length from the tables.iii. Check that the tables are clean on the top and edges. If plants or ledges are nearby, they should also be

free of dust and dirt.iv. Examine the salt and pepper shakers, sugar bowl and any table tents/promotions/Umbrellas. The shakers

and bowl should be full and clean; sugar and sugar substitute should be stocked. Position these items at the centers of tables according to restaurant’s procedures.

v. Inspect the table settings. Be sure everything is clean and aligned properly.vi. Be sure the floor is clean around and under the tables. Pick up trash. vii. Whenever you have extra time, perform extra duties to make sure our guests are taken care of. Side work

duties are assigned and are expected to be carried out at the end of a shift to the expectations set forth.viii. Check all lighting ix. Make sure you have the correct music for the meal timex. Get familiar with the menu & some of the ingredients for that dish(s) for the dayxi. Check what is out-of-stock & what’s new

3. Service Time


A large part of excellent customer service is “suggestive selling.” Suggestive selling is suggesting beverages or food items along the course of the guests’ dining experience. Your job is to guide their dining experience and make it as enjoyable as possible. Suggesting and describing items along the way gives your guests an idea of what to order, which can save you time and extra effort.

“Planting a seed” is the suggestion of an item and “assuming the sale” is the assumption that your suggestion will be taken. In the following script, note the language the server uses to plant the seed and then to assume the sale. It doesn’t work all the time. Whether or not your guests take every suggestion you offer is irrelevant. You are displaying your knowledge of the menu and offering the best possible experience for our guests.

The very generic script that follows can be modeled into any style of service. It’s an ideal script and by no means does it imply exactly what will happen at every table just because you are suggestive selling. Also, this script suggests a more formal atmosphere; you can change the language to fit your style and your restaurant’s style. Just keep the basics in place!

Greeting and Offering of Beverages

You: Good evening, my name is _____ and I’ll be your server this evening. May I bring you a cocktail, glass of wine, perhaps a gin and tonic?He: Yes, she’ll have a glass of red wine and I’ll have a vodka tonic.You: Do you like a lighter red or something a little fuller-bodied?She: Something fuller-bodied.You: I have a very nice Zinfandel – XYZ is one of my favorites. Another good wine is the ABC Cabernet Sauvignon – very tasty! (Points them out on the wine list)She: The Zinfandel sounds great!You: Very good…Sir, for vodkas, I have Absolut, Chopin…?He: Do you have Ketel One?

Be at the door or service area before guests to ensure that the set-up is right and all the condiments are well cleaned and ready for use.

See all the guests to their tables and get them sited. ensures that each guest has been explained the menu as you leave the menus with them to place their

orders Take drinks orders so long and make sure they reach the tables within 5 minutes from when you take

orders. Make sure you know before you bring the drinks order which glass goes with which drink and how each of the drinks is served. Make sure you have adequate information about the drinks particularly wines, mixed drinks, teas and coffees.

Take orders from the guests and put through orders to the kitchen and bar accordingly. Remember to always have orders written on the order pad and repeated to guests for confirmation before putting them through for preparation.

Collects orders when prepared and serve to guests. Never take an order from the kitchen or bar unless you know where and to whom that order is going. Must know all items on the menu and the basic ingredients and methods of preparation for each.

Ensure that all items received by the guest are charged for. Always serve and clear from the right using the right hand at all times. Collect all dirty cutlery and crockery

from the tables once guests have completed their meal.

Suggestive selling


This is the most popular form of selling in hospitality establishments. It involves recommending that extra glass or bottle of wine to the customer to make his/her dining experience more pleasurable. It also means that you need to have a very good knowledge of the wines that compliment certain dishes.

Some examples of suggestive selling are:

A customer is looking at the drink list and cannot decide what to have: “Today we have a special cocktail available, made from fresh strawberries, strawberry liqueur and white rum – it has been made especially to refresh you on such a hot summer day.”

Drinks are promoted to customers at appropriate times

You should use every opportunity possible to promote any types of drinks.

The first opportunity to promote drinks is when customers arrive. This gives you the chance to tell them about the house specials, possibly the cocktail of the month.

Presenting the customers with the drink list is also a form of promotion. When customers have finished a drink, recommend another. If customers have not been drinking alcohol at all, then you should suggest a non-alcoholic cocktail or fruit

juice, which may be freshly squeezed. If customers appear to have had enough alcohol to drink, do not suggest more alcohol. You might suggest

coffee, or some food or a non- alcoholic drink. If you know that a customer has to drive, this gives you the opportunity to promote low alcohol drinks. If the occasion appears to be a special one, you may wish to promote champagne to celebrate the

occasion. Promoting drinks to customers will increase the amount they are spending, so will increase the revenue

for the business, and also, if customers tip a certain percentage, you may get a higher tip. If promotional material, such as tent cards, drinks lists and posters, is used, it must be accurate and up to

date. Sometimes drinks are promoted by way of specials such as “two for the price of one”, or prizes that can be

won depending on how many drinks you buy.

It is still important to know what wines should be drunk with what kind of food:

Cold entrées light dry fruity white wine

Seafood riesling, white burgundy

Soup generally no wine

Fish soup dry white wine

Warm entrees heavy white wines

Pastry dishes light red wine

Fish dry or fruity white wine

Vegetables light white wine

Mushrooms heavy red wine

Chicken white wine


Duck light red wine

Wild duck light dry red wine

Offal light to medium red wine

Veal white wine

Beef heavy full bodied red wine

Pork light to medium red wines

Lamb Medium red wine

Venison heavy red wine

Dessert dessert wine

Chocolate dessert medium dry champagne

Cheese light red wine

Fruit medium sweet dessert wine

If customers have started with a white wine for their starter, you may suggest a red wine to accompany their main course.

Don’t forget to recommend a dessert wine for the dessert. Recommend a port or sherry during the coffee. You will generally not sell bottles of these, just glasses. If customers have not been drinking alcohol during the meal, it is not recommended that you suggest they

have a dessert wine with their dessert. If customers appear to have had enough alcohol to drink, do not suggest more wine. If you know that a customer has to drive, this gives you the opportunity to promote low alcohol wine, if your

establishment offers this type of wine.

Increasing Sale of Spirits and Liqueurs, continued

GuidelinesDrinks are promoted to customers at appropriate times.

Use every opportunity possible to promote any type of drink. Follow the guidelines below:

No1. The first opportunity to promote drinks is when customers arrive. This gives you the

chance to tell them about the house specials, possibly the cocktail of the month2. Presenting the customers with the drinks list is also a form of promotion

3. When customers have finished a drink, recommend another

4. If customers have not been drinking alcohol at all, then you should suggest a non-alcoholic cocktail or fruit juice, that may be freshly squeezed

5.


alcohol. You might suggest coffee, or some food or a non- alcoholic drink

6. If you know that a customer has to drive, this gives you the opportunity to promote low alcohol drinks

7. If the occasion appears to be a special one, you may wish to promote champagne to celebrate the occasion

8. Promoting drinks to customers will increase the amount they are spending, so will increase the revenue for the business, and also, if customers tip a certain percentage, you may get a higher tip

9. If promotional material, such as tent cards, drinks lists and posters, is used, it must be accurate and up to date

10. Sometimes drinks are promoted by way of specials such as “two for the price of one”, or prizes that can be won depending on how many drinks you buy

Provide a Table Service

The 9 steps to success at table serviceFirst impressions are very important. The customers overall dining experience will be greatly improved if the first person who greets them is friendly, polite and helpful. Your appearance should give the impression that you are clean, smart and organised. A sincere smile puts your customer at ease from the outset. Usually when guests come up for dinner, they have pre-dinner drinks. Always make sure when going to sit them down that you have a tray with you to take their drinks to the table or clear them if they are empty.

Step 1:

Customers should be acknowledged within thirty seconds of arrival and fully greeted within one minute. Attention should be given to factors such as:

reservations preference for smoking or non-smoking customers with small children customers with special physical or dietary needs customers with communication difficulties.

Step 2

Once the party has been shown to their seats, assistance should be offered in seating customers. Clean, well-presented menus should be given to guests and you should explain any items on special or any promotions.

Step 3

When the guests are ready, you should take their order, making sure to offer advice when necessary. At this stage, you will have the chance to promote food and drink items and to make suggestions regarding the menu.


Step 4

Once the order has been relayed to the kitchen, it is your job to adjust the place settings making sure that each guest has the correct cutlery and service equipment.

Step 5

When the kitchen indicates that the food is ready, there are several things that must be checked:

food must be well presented food must be served at the correct temperature food items must be exactly what the customer ordered.

Step 6

When carrying the food to the table, be sure that your hands do not come into contact with the food or the upper rim of the service dish. This would increase the chances of bacteria transferring from your hands to the food.

Step 7

When all the guests have finished their meal, you must aim to clear their table quietly and efficiently. In some establishments, this may include “crumbing down” which is the method of removing crumbs from the table either by using a folded napkin or a small brush. Soiled linen should also be removed from the table.

Step 8

At all times during service, it is important to keep the dining area clean, tidy and organised. This must be done with minimum disturbance to customers.

Step 9

Be proud of your profession and always strive to be the best!

Clearing and re-setting tables

When clearing a table, have a tray with you for entire removal of all items. Take care not to put your fingers inside of glasses, used or clean. When wiping the table down, brush excess and large crumbs into your hand or onto a plate or napkin so they aren’t just thrown onto the floor for clean-up at the end of the shift. Move salt and pepper shakers and sugar container and any other items off to the side while you clean the entire table. Brush off chairs and booths so guests do not have to brush crumbs off their seats before sitting down.

i. If using a large tray, come prepared with as much as possible for the clean set-up of the table. The setup of all tables should be the same. If you have room on your tray after you are finished with the set-up, take a quick look around and make sure there aren’t any other dishes from any other tables that you can pick up. Cover your tray of dirty dishes with a napkin before taking back to service area.

ii. There will be times when it is necessary to replace silverware or dishes between courses. Servers should communicate with you as to what they need you to do for them.

iii. There are a few basics to handling dishes, glassware and silverware, whether clean or dirty. iv. - When handling glassware of any type, always handle them by the stem or base section of the

glass or cup. Guests don’t know how clean your hands may or may not be. It doesn’t matter if the glasses are clean or dirty; do not get into the habit of grabbing glassware by the rims or sticking your fingers into several glasses at once to more quickly bus a table. It is a completely unsanitary practice and horrifying to guests who witness you doing so!


v. - Plates of food should be served with your fingers splayed under the plate to balance, while your thumb is at the very outermost rim of the plate to avoid touching people’s food. A service napkin may also be used to deliver a plate of food.

vi. - Silverware should only be handled by the handle, never the end that is put into the mouth. vii. The clearing of dishes and glasses should be done from the left of the guest, using your right hand

to avoid awkwardness. As when you serve food, you should clear dishes for everyone at the same time. When it’s clear that everyone is finished, begin by asking the host or someone else’s permission to take things away.

viii. away.

Examples:

· “May I take these away for you?”

· “May I take your plate?”

Avoid slang terms and phrases, such as:

· “All finished?”

· “Still workin’ on that?”

Asking permission is polite. Saying other things can be offensive, especially if someone isn’t finished eating and you attempt to take away his/her plate. Never make a guest feel uncomfortable. The safest way to do that is to always ask permission to remove dishes and be reasonably sure a guest is finished eating.

Anything that will no longer be needed should be cleared, including entrée plates, bread plates, silverware and glassware. The only things that should be left are those items still being used, such as coffee cups, spoons for coffee, wine and water glasses. If wine glasses are empty and there is no more wine to be drunk, remove them.

Understand the proper etiquette that the servers follow and do the same. We want our guests to feel as if the entire staff is there for the sake of their hospitality and comfort, and you are!

Walk with style &confidence; don’t throw yourself when you walk. Command respect & talk with a very soft & steady voice at all time Laugh with elegance. Have a positive body language at all times. Ensure that your non-verbal messages are positive. Smile sincerely. Never make an argument with a guest or co-worker. Must be able to take yourself out of any difficult situation. Treat your Guests and co-workers with respect and politeness.

4. End of the Day Duty

Sweep & mop all floors


Wipe & sanitize all service surfaces Refill & wipe all salt & pepper dispensers Refill & wipe all sauce bottles Refill & wipe all sugar bowls Wipe down & spread out all bill folders Reset all tables for next day shift

Front Of The House Management

The Manager must be present on the floor at all times particularly during meal times. Managers must esnure that all FOH staff is well-groomed and presentable at all times. Managers must be able to strike rapport with all Guests in the restaurant. They must make guests to have a

unique experience. Managers must walk around, inspect, coordinate, chat with guests and get involved with staff in giving

guests a unique experience. Managers must be in control of the FOH with great attitude and inviting facial expression and body

language. All issues must be immediately solved professionally and options offered where necessary. Managers must ensure that Waitron staff is up to standard at all times.


Product Knowledge, Preparation & ServiceHot Beverages


Cold Beverages


Spirits


Guest Empathy Training The most important function of an ecotourism Lodge destination is to provide an interesting and informative experience, in whatever form, for the guest. It is essential that the management team and staff who provide the experience are properly trained and conform to a set standard in terms of the following:

Guest empathy and understanding. The ability to "read" the guest. A wider knowledge of global and African conservation issues. The ability to converse on a wide range of subjects including social, political and economic issues with the

guests. The ability to involve the guest in the overall experience. The ability to educate and inform.

Management are the guest's hosts whilst at the Lodge and are therefore the catalyst for the guest's experience. The Lodges must ensure that the required social interaction and ability is inherent in the Management and staff’s social skills. The staff must be able to resolve any difficulties, which the guest may experience and be proactive in anticipating any requirements of the guests

Guide Training

Discussed the importance of the introduction: Know your guests names before introduction

Orientation Get to know the guests and what they are wanting out of the guided experience. For example, birding,

scenery, exercise, plants etc. Are there certain limitations which need to be taken into account (time, fitness etc.)?

Once the guides have an idea of what the guests want, then proceed with the different options/ trails open to them (limit this to trails which are relevant to what the guests want). In most instances, guests don’t know what they want – the guides need to make suggestions relevant to what they want and then make the final decision for the guests.

Once a trail/activity has been selected, describe it to the guests. Give them idea of where they will be going (draw a basic map) and what they are likely to see on the route. This from both scenery, points of interest and fauna/flora points of view. Make no promises though!

Take control and allow the guests to be confident to ask any questions.

On the Trail Give your full time attention to the guests at all time. Notice when they want to ask questions, are interested

in certain things or need any assistance. Offer water when necessary. Discuss points of relevance to the trail in which you are on. Don’t discuss points of interest which the guests

are never going to see, eg. A beautiful pool on a totally different trail. Link items of interest to the guests – for example show the guests the fence and then the plant which is used

to make them. Get the guests interested – guests remember senses. Crush up plants and make then smell/feel it. Then

relay interesting stories about that plant. Don’t talk about a plant which you haven’t seen. Always include everybody on the trail – don’t only talk to the guests directly behind you. Stop and allow all

them to gather around. When on horseback, always get off the horse and include all the guests. Don’t stay on the horse when discussing things.


Relay interesting things from the Basotho culture and the area – how the mountains are named, useful plants etc.

Don’t fib to guests – if you don’t know a plant or a bird, tell them. If necessary, go back to the lodge afterwards and research the information. Tell the guests the information once you have it, they will appreciate that you have taken it seriously and are interested.

Use Sesotho and English names for plants. If you don’t know the English name, it’s not a problem, but try and find out what it is – build up your knowledge all the time and this will make you a more confident guide.

Community Tour Explain to the guests what they are going to experience and what to expect. Stay with them at all times and make sure that they are comfortable. Remember, they are in a different

culture and village now. Do not leave them chat to friends etc. If you are talking to someone else in the village, introduce the guests to that person. It will make them feel more welcome and at home. Of you have to leave them for any reason, explain where you are going and how long you will be. Don’t leave them without knowing what is happening.

With all guiding, communication is vital. It allows guests to feel comfortable and will give them confidence in what is happening and where they are going. This will allow them to ask questions and get the most out of the experience. Do not leave them in the dark.

Guest ActivitiesThe following activities will be on offer to guests at the Lodge.

WalkingDaily walks from the Lodge, as part of the overall mountain experience should be a feature for the guests.

Horse riding. An opportunity should be given to the guest to undertake a horse ride

Bird watchingBird watching is one of the most popular recreational activities worldwide. The opportunities in Tsehlanyane for bird watching are fair.

4x4 trailsMapped 4x4 trails for guests upon request. Ensure guests are given the maps and told not to make donations of any kind to the community.

Specialist activitiesThe Lodges will be promoted as the most suitable venue for conducting specialist interest activities, which will be hosted by experts in the field of each individual specialty. These activities can include inter alia the following: photographic courses, botanical tours, specialist birding activities, specialist geological interest groups, anthropological and cultural tourism interests. These activities will be conducted on the basis of participatory field trips.

Rest and RelaxationThere is probably no finer venue where guests can simply relax than a luxury Mountain Lodge. The position of the Lodge and the beauty and tranquillity of the surroundings is the perfect backdrop for the tired and harassed city dweller in which to unwind. The staff will be on hand to cater for every requirement that the guest may have to ensure a stay of total relaxation and rest.

Guest Complaints & Check-Out GuideAs you encounter your difficult guest. keep in mind that such guests may have had a difficult day while traveling. They may have missed a flight, had their luggage damaged or misplaced, or simply had a bad day or a poor night's sleep. They may have arrived at your hotel with all this negative baggage already in their heads and just need someone or something to vent their


frustrations upon. On the other hand, their problem may stem from something or someone in your hotel.

Either way, here are some tips to help you deal with FOH/Housekeeping/Kitchen Issues:

You hear and understand: Acknowledge a guest's concerns by expressing their frustrations in your own words. Convince them that you totally understand their point of view.

Don't go on the defensive: Smile and keep everything on a professional level. Convince the guest that you're there to solve their problem and make them happy.

Keep a steady, friendly tone: Don't "dial up" the voice level regardless of how angry the guest may be getting. Keep it pleasant and conversational. Be wary of shifting into too serious a tone. And never be condescending/arrogant.

Don't over promise : Some Managers, in an effort to please a riled up guest, will make promises they can't keep. Be wary of this trap. Explain that you have to speak to your Senior Manager to see what can be done to fix the situation. Never make your own promises, this decision ultimately is at the Senior Managers discretion.

Assure the GUEST: Explain to the guest that you understand their concern. You cannot provide them with a solution now however you will communicate with your Senior Manager and you will ensure that it gets resolved quickly.

Final Step: Locate your Senior Manager immediately and calmly explain what has happened with the guest by giving all the info the guest said and follow your Senior Managers instructions. Try to communicate the solution to the guest when he is free and not during a meal or activity unless it’s a meal or activity complaint.

Tips for assuring a smooth check out process for GUESTS

When a problem arises kindly follow the below procedure:

1. Stay Calm and Smile

2. Gather as much information as possible from the GUEST

3. Assure the GUEST you will assist in resolving their concern

4. Tell the guest that you will need to discuss their concern with your Head Office where all

bookings are made.

5. Take copies of any paperwork they provide.


6. Ask guest to wait in reception waiting area while you contact head office privately away

from the guest.

7. If it is a weekend you will still be able to contact Reservations though the landline number,

which is diverted to them. Tel: 031 702 8791

8. If Reservations is unable to assist, fill out a credit card mandate and get guest to sign,

advise the guests that the concern will be addressed before we charge the card, on

Monday, when your reservations office is open.

9. Where there is an issue with finances, do not hurry to solve it. Rather discuss it with the

relevant Managers before giving the guest a response.

10. The notes in Nightsbridge are gold so follow whatever instruction is written there. If those

notes are wrong then HO will have to answer but as far as you are concerned that is your

manual.

Dealing with 3 rd Party Bookings-

Expedia, Safari Now, Sleeping Out, Bookings.Com

1. Reservations is unable to deal with any 3rd party booking queries, changes, upgrades & cancellations after hours because they need access to our booking system in the office and rates. After hours is any time after 4:30 on a weekday & all day weekends.

2. If it is an upgrade request, GUEST immediately needs to be told that all upgrade charges will be for their own account.

3. Explain to the GUEST if it is after hours only we cannot give them an upgrade fee until we speak to our Head Office when it is opened. When it is office hours, explain to the guest you will chat to HO and give them an answer shortly. Then call HO and discuss with Reservations if it is office hours.

4. When it is after hours and you can’t give them an upgrade fee and the guest is being difficult and insists on moving rooms then the next option would be to allow the guest to use our telephone to call the relevant 3rd party booking source to discuss a rate to upgrade. Please see below contact numbers to give the guest.

5. If the guest doesn’t want to contact the 3rd party source then they will just have to settle to pay normal Maliba rates. For example: Mr Smith paid R2359.50 for a 2 night stay in RL. He


now wants to upgrade to an ML room and agrees to settle the difference. Please refer to Maliba rate sheet & calculate a 2 night stay in ML. For example the per night stay in ML for 2 people is R3198.00 therefore please follow the below calculation steps:

ML R3198 x 2 nights = R6396.00 R6396.00 –R2359.50 (amount guest already paid) = R4036.50 R4036.50 will be the amount for guest to upgrade Get guest to fill out a credit card mandate to settle difference

Safari Now- 0861 801 802 -Mon to Fri 8am-5pm / Sat 9am-2pm

Sleeping Out - +27 (0)21 762 1543 – Mon to Fri 8am-7pm / Sat 8am-1pm / Public Holidays 8am-1pm

Booking.com SA Callers - 0800 981 007 – Open 24 HOURS / 7 Days a week

Expedia- 0800 991 333 - Open 24 HOURS / 7 Days a week

Mountain Lodge Policy

Check In and Check OutMeet all guests on arrival as well as departure at the lodge. Check In time is from 14:00 PM. Early Check in is possible depending on availability and how early it is. All Lodge Guests are requested to fill out check in form with their details, full name, phone number, email address, and other necessary information. Check out by 10:00 AM. Late checkout is also possible with prior arrangements. All check in and checkout must be conducted at the main lodge reception.

Welcome Towel & Drink

All guests are to receive a welcome drink upon arrival. The type of drink needs to suit the season. All arrival guests for Mountain and River are to receive fresh welcome towels on a tray. Warm towels are to be served in winter and cool towels in summer Expected arrivals for lunch at Mountain lodge must be given welcome towels

Invoices & Bar BillPrior to departure, all guests must be issued with Invoices to show their final bill. Double check banking details before invoices are issued. Make sure to use FNB for South African, international guests and Nedbank for Local guests. This helps to speed up in settling any outstanding payments. All outstanding payment including accommodation, bar bill, activities must be recorded in the invoice.

Settle Down Payment & Payment Option


Balance can be paid via Cash OR Credit Card. Should guest is requesting to pay by EFT, it is lodge responsibility to take down credit card details for security purposes. All payment details relating to guest must be sent through to Durban Head Office.

River Lodge Policy

Check In and Check OutMeet all guests on arrival as well as departure at the lodge. Check In time is from 14:00 PM. Early Check in is possible depending on availability and how early it is. All Lodge Guests are requested to fill out check in form with their details, full name, phone number, email address, and other necessary information. Check out by 10:00 AM. Late checkout is also possible with prior arrangements. All check in and checkout must be conducted at the main lodge reception.

Welcome Towel & Drink

All arrival guests for Mountain and River are to receive fresh welcome towels on a tray.

Meals ReservationsDurban Office is required to inform all River Lodge guests about meals reservation. This can be done through head office or direct at the lodge provided it is done with minimum of 24 hour notice. It is important to inform all river lodge guests about meals reservation during check in.

Invoices & Bar BillPrior to departure, all guests must be issued with Invoices to show their final bill. Double check banking details before invoices are issued. Make sure to use FNB for South African, international guests and Nedbank for Local guests. This helps to speed up in settling any outstanding payments. All outstanding payment including accommodation, bar bill, meals, and activities must be recorded in the invoice.

Settle Down Payment & Payment Option Balance can be paid via Cash OR Credit Card. Should guest is requesting to pay by EFT, it is lodge responsibility to take down credit card details for security purposes. All payment details relating to guest must be sent through to Durban Head Office.

2. KITCHEN AND BAR

Guest

On Arrival On arrival one complimentary drink should be offered to all guests these way meals and meal time and selections etc can be explained

OrderingOrdering of kitchen, bar & cleaning supplies should be undertaken by the manager in consultation of other staff members such as chef, barman and senior cleaning staff

Meals


All meals are included in the tariffs for paying guests. Evening meals should be discussed with guest hours before being served to allow exact portions to be defrosted/ prepared. If the guest arrives late then it’s at the discretion of the manger what to do. Please adhere to meal times.

Meal TimeMeal times are set but can be at the discretion of the managers. Advance notice should be sought as to what the guests will be requesting from the set choices. This will allow time enough in the kitchen to defrost and prepare meals. Meals could also be staggered for morning and evening dinners if possible

Meals In RoomA choice of meals in the rooms should also be given where applicable

Gourmet LunchesGourmet packed lunches (which need to be defined and agreed upon), picnics and special requests meals i.e. by the river should be catered for if the guests ask or be proactive and advise this as an option.

Hot FoodAll food must be brought to the table hot and well presented unless a buffet is pre planned for larger groups

Snack MenuSnack lunches for late arrivals are free of charge and this includes in the Mountain Lodge tariff. Initially for dinner we are looking at a 4 day rotating menu with 3 choices of mains each day. A soup (in winter or on cooler days) and or entree and sweets. Mid week lunches will be something light (see snack menu) and breakfast will be continental with a cooked choice. Additional breakfast choices should be offered on the breakfast if the guests stay longer than 2 nights. A heartier weekend lunch should be on offer for visiting outsiders and this need to be discussed

Special MealsWherever possible if the guests request something that’s not on the menu, every effort is made to meet this request if ingredients are in stock

Bar SalesAll cash sales at the bar should correspond with a receipt issued from the cash register. Key functions for all drinks should be activated including the sub headings that differentiates between different brands of the same drink type i.e. Johnny Walker green versus Johnny Walker red or other whiskey brands

Bar TabsBar tabs can be set up for resident guests

CoffeesFor pop in guests coffees from the machine at the bar should be charged for. It’s important that all coffees are served hot especially espressos (pre heat cups etc) Fresh coffee is free for staying guests.

Choices Only meals that have been discussed by directors, management and approved are to be on the menu


SeatingGuests should be seated at separate tables and have enough space from each other to have intimate conversations. Guests are only to be all seated together if they request it. Outside dining should be offered to the guest when climate permits and is best on the open deck by the hand rails. The fire pit area should also be considered for meals.

OrientationOrientation of the tables is very important. i.e. with 2 guests sitting in front of a roaring fire both guests should be facing the fire. For outdoor deck seating where possible face the guests towards the view

Bush BBQBush braais and breakfasts (remote dining). Guests should have the option of enjoying a bush braai and/or breakfast at a remote location to the Lodge. This would usually be the culmination to a morning or late afternoon walk and can often be a complete surprise. Suitable venues for this purpose would need to be identified which would provide shade for bush breakfasts.

Operation

Stock Take / ControlStock controls should be constantly enforced stock take of all food and drinks should be sent to directors at the end of the month which shows ins and outs and balance remaining or waste. Refer to further info from Finance Manager.

Record KeepingRecords of all purchase for food and drink shall be kept up to date at all times

WastageAll HOD’s must monitor usage of products and avoid wastage. The below diagram illustrates how this should be prioritised.


FIFO- first in first out method is the principle standard system to be followed within the company. All respective HODs must plan ahead and in time to keep costs at a minimal. Shopping trips must be kept a minimal.

3. HOUSEKEEPING

Room Preparation and Inspections

Mountain Lodge Check List

ROOMS CLEANING CHECKLISTDust and polish front doorensure the door stop is thereensure the glass panes on both side of the door are cleanSweep the front and back stepcheck the wardrobe - dust and polishCheck for a spare blanketcheck for laundry bagcheck for sufficient hangers check if the blanket fits the bed check for any damage to walls near the wardrobe Entrance mirror - dust and shinecheck of the table is steady and polish the tablecheck for an umbrellaArea by the fire - check if table and chairs are polishedcheck the candle holders in the walls, if they have candles and in good conditioncheck the fire place has been setcheck that there is sufficient coalcheck the reading lamps to see if they are working and the cords are not tangledSwitch on all lights in the rooms to check that they are all workingSeating area: ensure all cushions are clean and dustedensure the louvers are working and the strings are not knottedEnsure the cushions are not stainedensure the windows are all cleanTea and coffee Area - properly cleanedThe fridge cleaned and switched onThe safe door open the kettle cleaned and filled the filter fitted properlytwo coffee mugs cleaned and two teaspoons1 container of biscuits


The fridge fully stockedthe do not smoke sign on the window ledgetwo clean drinking glasses2 teabags, 2 decaffeinated coffee sachets, 2 normal coffee sachets2 coffee creamers, 2 parmalat milks, 4 sachets of white sugar, 4 sachets of brown sugar, 4 canderelBed areaEnsure that the bed sheets and pillow cases are all clean and have no stainsEnsure the electric blanket is working and move it higher up in the winterto ensure the guest cannot feel it against there back in the bedClean and polish the headboard and the frame of the bedCheck the mattress protector and check if there are enough pillowscheck the side tables and ensure they are clean and dustedensure the side heaters and lamps are workingensure there is a candle and matches in case of blackouts ensure all light fittings around and above the bed are working and dustedEnsure the floors are swept and polishedCurtainsensure the curtains are clean and have no stainsensure they are hanging correctlyensure the big windows are all cleanDressing tableensure the mirror is cleaned and dustedensure the table is dusted and polishedensure it has a hairdryerensure that all the shelves in the dressing table are therepolish and dust the seatInformation folder ( in good condition) Bathroomdust and polish the bathroom doorsensure the bath is thoroughly cleaned and then wiped down again before you leave the roomEnsure there are enough tissues in the wooden dispenserMake sure it is polished and the table it is resting onclean the toilet thoroughly removing all stainsLeave a spare roll of toilet paperEnsure the heated towel rack is working Test on all lights in the bathroomWipe all surfaces in the shower and ensure no stains are left behind ensure the drain is not blockedWipe the shower taps and make sure the shower rose is cleaned


Ensure the shower floor is wiped downRemember to flush the toilet to double check that It is not blockedCheck the sanitary binscheck the Water basin make sure it has no stains and brasso all the tapscheck that the mirror is dusted and polished and straightcheck the whole bathroom for spider websensure that when you leave the bathroom it is smelling goodensure all louvers in the chalet are dusted, facing the right way and their strings are not knottedEnsure that all tables are stable Outside areaensure outside verandah swept and polishedensure outside furniture to be dusted and polished1 table and two chairs are to be outside all roomsEnsure the gardeners have swept lower decksensure there are no cobwebs under the verandah area

River Lodge Check List

GENERAL CHECKLIST EVERYWHEREAll windows to be cleaned, inside & outside. (exept round)All curtains to hang neatly and check for spidersCheck all light switches - working & clean (incl bed lamps)Check ALL blinds, clean and working!!Check all handles (work & clean) and doors for spider websAll beds to have towls on themKITCHENFloor, swept and mopped Sandwich maker - clean = not greasyKettle filled up, clean and worksCheck for 8 glasses(wine, mugs, glass) 8 cutlery, 8 plates, bowlsand side plates Check binAll pots & pans, inside and outside cleanMicrowave, cleanOven and Stove clean, is all the racks there?Check watch - on time (batteries)Check all draws for other cutlery and tool (sif, wooden spoon,etc)Check for tuber ware, grater, kids plates and cupsCheck salt and pepper... Enough of each pleaseKitchen platform clean and no spot or stickinessCheck fridge, smelly?, clean?


Check freezer, clean and ice tray filled upLOUNGEGlass on-top of table cleanTable is set correctly, chair is in-line with each otherChairs are cleanHeating panels are working - CHECKRoom folder complete and neatCushions correctly organized and neatMirror clean and straightPainting straight and clean on-topChandelier clean (spider webs especially) DOWN STAIRS OUTSIDESweep and mop outsideWeber, cleaned outside and insideWindow sill - bird poo?2 chairs and 1 table. Clean? Present?Rubbish outside and around the area Railing clean and stable?ROOM (DOWNSTAIRS)Carpets clean?Bin emptyWindows and mirror!Cupboards cleared and clean. Check hangers.(Rm 3) - baby linen neatly in cupboard and clean?BATHROOM IN ROOMClean basin, toilet, bath, mirror & binFlush toilet - working. Toilet seat down and top as wellSoap and toilet paperAll appliances must be straight in lineToilet brush cleanBATHROOM BY STAIRSClean this basin as well, SOAPClean toilet, toilet seat and top part to be down.Bin clean, brush clean?Key in door?STEPSClean steps, railing stable and cleanClean both mirrors. Round window clean insidePainting straight?


PASSAGE WAYSweep and mopNo markings against walls or doors. TWIN ROOM UPSTAIRSBeds straightBlack bed tables straight and next to bedPortrait straightFloor cleanBLINDSCupboards, clean and clearedPlant in middle of tableTop cupboards also clean (spider webs) - use dusterTOILET UPSTAIRSToilet clean, seat and top down.Clean bin, brush & basinSoapDOUBLE BEDROOM UPSTAIRSBin clean and clearCupboard, clean and clearPaintings, no dust and straightMirror cleanSpider webs - lampsCurtains, clean and clear - spidersDraws, cleanBATHROOM UPSTAIRSShower doors cleanMirrors cleanTowel rail steadyBasin cleanSoap therePainting straight and dust freeCups clean - no toothpasteFloor cleanTWIN ROOM UPSTAIRSMirrors cleanLamps clean and spider web freeBed straightCarpetChairs cleanOUTSIDE UPSTAIRS


Tables & chairs straight and cleanRailing steadyBird poo on windowsill and floor

Room InspectionsBoth ML & RL rooms must be checked before guests depart to ensure that guest personal belongings and broken/stolen company property is reported immediately. RL houses must be checked by the HOD and in his/her absence by the Assistant. ML rooms checked by the housekeeping staff

Bed and Sleeping ArrangementIn default, Chalet 2 and 3 at Mountain Lodge will remain as Double bed (twin convertible) unless a request for Twin bed is requested by guest and this must be written down clearly for the Lodge. This is a non-negotiable. Note should be visible in Nightsbridge and booking confirmation sent to guests.

House Keeping and Laundry

Cleanliness and CheckingAll rooms should be cleaned to the highest standard as outlined by the manager to their staff and checked prior to the guests arrival

Laundry Policy

All washing machines, dryers, cleaning materials and room linen are company property and will be treated as such

No staff is allowed to do their laundry with company property or materials Only nominated staff is allowed to have their laundry done. The nominated staff are as follow : General

Manager, Assistant Manager, Executive Chef, Front of House Manager, Maintenance Manager and Sous Chef

Nominated staff will have their laundry done once a week All room linen must be kept clean, stain free and in a good state of repair Washing machines and dryers must be used accordingly and when not in use they must be switched off Load amounts must be controlled and machines must not be overloaded and not under utilized In days of sunny weather machines must not be used for drying of linen. A washing line is at hand to be

used. This will be monitored by the head of the department For each washing load only 1 cup of detergent and one cup of fabric softener must be used Whites and colored items must not be mixed as it will cause fading and discoloring Damaged items or linen must be reported to the head of department immediately. The department head

must record these damages and present it to the General Manager or his Assistant All machinery must be cleaned twice a day. Before work commences the machines needs to be cleaned

and all filters. Before the shift ends the same needs to be done Guest laundry should be handled with care and any problems should be reported to the head of

department immediately Problems with machinery must be reported to the Maintenance Manager Failure to comply with the above will result in disciplinary action being taken

Managerial laundry

Only Managerial Staff are allowed to have their laundry done. Managerial Staff will have their laundry done Twice a week


Mountain Lodge Laundry

Guest laundry should be handled with care and any problems should be reported to the head of department immediately

All Guest Clothing should be Checked on the Guest Laundry sheet to make sure all items Are on the sheet.

Guests clothing should be laundered with haste and returned without charge Once Guest Laundry is complete, all Items should be checked against the sheet to make sure all items

are returned to guests

River Lodge Laundry A laundry service is provided at River Lodge at an extra cost

Washing LoadsOnly full loads of washing should be undertaken in the washing machine to minimise power consumption

DryerThe dryer should only be used if there is inclement weather when necessary otherwise all wet items should be hung out to dry

Stock ControlRegular stock takes should be carried out on linen etc

4. LODGE SECURITY

Security Review A planned review in the event of unruly behaviour by visitors, guests or uninvited persons needs to be put in place. A list of police and army and park officials should be on hand to be called upon when additional help is required

Security Check QuestionsWith regards to theft, these are example of questions

Who is the last person to leave the lodge and lock up? Is this always the same person or persons? Who opens up in the morning? Does this ever vary? Who has keys to the main lodge and are these keys ever given to other people? s the office and kitchen locked separately at night I believe the Kitchen is accessed early to prepare staff meals through the back

kitchen door does this also give full access to the lodge? What checks are made at the end of the night in the main lodge e.g kitchen appliances left

on ,lights ,windows doors all shut and locked, fireplaces out or at least safe ,laundry appliances heaters off (office) and who does these checks

Does security always come up to check main lodge every night after everyone has gone?

Where else does the roaming security guard go? Do the security staffs have incident report sheets? Are checks ever done on the security guards to find out if they are roaming or are not sleeping?

Guards


Guards should be regularity checked on to make sure that are not intruding on the guests’ space and are acting in a professional manner

Security for Violent / Dangerous or Drunk guests

Coping With Threat and Violence Under Armed ThreatConfrontations with an armed man or woman are the most dangerous of all situations. Involving violent persons is the most difficult for inexperienced people to deal with.Shout, scream, or panic reactions are likely to frighten an agitated person into taking action that could harm people or destroy property. Instead, remain as calm as possible; saying or doing nothing is better than making a bad situation worse.

Dialling any telephone number in the presence of an armed assailant could frighten him or her into using the weapon.

Freeze in place and do nothing, letting the potential assailant make the next move. Avoid doing anything that could cause the potential assailant to take action. Simply standing still and letting the individual "talk it out" may be all you should do under these extreme circumstances. Don't try any heroics that could cause the individual to react violently. If at gun point do as assailant says.

Look the person directly in the eye. Keep talking to gain time and calm the gunman. Never feel entirely helpless. Don't try to disarm the potential assailant. Don't try to be a hero! Such a reckless move could seriously endanger your life and that of people around you.

Call the main lodge as soon as you can to alert them and they should call the local police immediately. Law enforcement officials can provide the expert assistance for the customers need. (A well-managed office should have an emergency plan that has been developed in cooperation with the security guards, so that all employees know what procedures to follow until help arrives.) This we need to device.To avoid threats and violence, front of House employees must always take threats seriously and report them to their managers.

A manager should never leave a new or inexperienced employee alone in a public, front of house position. Nor is it good practice to leave only one staff member on duty, especially during periods when more people are expected to come into the lodge.

Reporting Incidents of Threats and ViolenceThe first time threatened--no matter how "minor", immediately report it to your manager. Incidents of threats or violence involving co-workers also should be reported--before they lead to a life-endangering situation.

When Hostility Turns To Violence - What Would You Do To Avoid a Violent Confrontation?Respond early to an agitated state-- perspiring and red face, shaking hands. These are often the first warning signs of a person who could become threatening or violent. This is the time to remain calm and explain to the customer what the procedures are and why they are necessary. If the customer is still


agitated, it may be necessary to call a supervisor over to talk to the customer. In an extreme case, alert a co-worker to have the manger call the police.

Victim SupportPeople involved in threatening or violent incidents can suffer adverse reactions to these traumatic events. That's when they need the support of co-workers and their supervisor and, perhaps, outside counselling.A supervisor can recommend counselling for employees who are severely traumatized by an incident, or give them excused time off the job to relax and get over the experience. "Talking it out" with a fellow employee is another way of venting the strong feelings of fear or anger that occur under extreme circumstances.

Supervisors should make certain that the victimized employee does not feel "unprofessional" or take any "blame" for the incident. At the same time, the employee's suggestions in a debriefing about the incident can contribute toward improving physical security deficiencies in the office. A day or two after the incident, when everyone has had a chance to calm down, supervisors may want to have an employee meeting to talk about what happened, how the situation was handled, and how it might have been avoided.

Managing Drunk Guests

The intoxicated person does not have the capacity to make smart decisions or study information. Instead of reasoning follow these suggestions:

Drunks respond better to someone who approaches them in a friendly manner rather than an authoritative manner. You should approach a drunk in a non aggressive attitude with open, empty hands. A clam & friendly Security officer will be more effective and have an easier time than the officer who is forceful and appears pushy.

Whenever possible, involve the drunk’s sober friend or colleague. Sober friends can help to calm the drunk down and get them to comply with your wishes faster than you will ever be able to. They’ll respond more to their friend rather than a manager, security guard or an employee that they do not know.

Drunks do not like to be told what to do. Offer them choices such as “Walk over here with me,” “Is there someone I can call for you?” Statements such as “I would much rather help you out then call the police” are extremely helpful.

A drunk can sense your fear – so be confidant yet non-threatening with them and show genuine concern or their well being.

Ask them questions about themselves. You want to engage them in a positive manner which will keep them occupied and distracted. When you can; direct the intoxicated person away from the situation or the place where the commotion started. This does two things – keeps the others at a distance and allows the intoxicated person to save face.

In a worst case scenario when police must be called it is your job to create a safe environment for your employees/other customers and keep the drunk as calm as possible until police arrive. Those 4 – 10 minutes or more can seem like forever in your mind, but if you can engage with them in a friendly manner you will keep them from becoming agitated and violent.

Charging of 2-way radiosThe 2 way radios should be completely run flat before recharging. Otherwise the batteries will expire in a short space of time. This should be monitored and only be charged in the main office. Please make sure the radios are switched off during the charging process.


5. MAINTENANCE

Maintenance ProcedureMaintenance is something that never ends in the lodge and just when on thinks it is under control either something expensive breaks or it is time to upgrade!Maintenance seems to fall into four categories:

Preventive room and house maintenance (ML & RL) Preventive equipment maintenance (Tools, appliances, etc) Routine repairs (furniture items, road repairs, etc) Emergencies: clearly everything stops for emergencies. A burst water pipe or an electrical problem when

occupancy is high will get everyone’s attention. How to keep all this balanced is a challenge to the maintenance and lodge manager.

Points to Consider

Ensure adherence to quality for the entire maintenance team on expectations and standards required from the manager and directors.

On a regular basis (early mornings), meets with maintenance staff members to outline the requirements of the day's schedule.

Ensures all maintenance staffs are familiar with the safe working procedures and usage of personal protective equipments as and when required.

Investigates and resolves maintenance-related quality and service complaints in a timely manner and provides prompt and effective follow/up solutions in collaboration with the lodge manager and directors

Mentors, develops and provides on-the-job training to team mates to strengthen their current performance and preparation for future advancement.

Utilizes and administers the minor disciplinary action process as and when required. Escalates serious disciplinary matters to lodge manager.

Develop and maintains positive working relationships with others, and support team to reach common goals

Participates in HOD meetings as and when required Provides detailed updated asset register of tools and equipment Provides the lodge manager with his ‘wants’ list well in advance of any shopping trip

6. GARDENINGTo be discussed


GENERAL STAFF POLICIES AND RULES

1. STAFF

Leave, Sick Leave, Maternity and Owing Day Policy

Leave All staff are entitled to 1 day paid leave for each month worked Leave must be taken in agreement by the employee and employer Leave can be carried over from year to year Compassionate leave will be granted for emergencies pertaining to immediate family members only

Sick Leave During the first 6 months of employment no staff will be entitled to paid sick leave After 6 months of employment all staff shall be entitled to up to 12 days paid sick leave in any 12 month

period No sick leave shall be carried over from year to year All staff must report to any sick leave immediately via telephone Only a medical certificate of a registered medial practitioner will be accepted. No letters from traditional

healers will be accepted. In the event of sick leave being under question the company may request the second opinion of another

appointed doctor. This certificate must be produced immediately when the staff has returned to work. Certificates can also

be delivered via another staff member. Any certificates delivered after 8 hours after returning to work will be deemed invalid If more than 12 days sick leave is taken in a 12 month period it will be unpaid Failure to comply with the above will result in disciplinary action being taken

Maternity Policy Only female Employees that have worked for you continuously for a period of more than 12 months qualify The Employee who is likely to be confined within the next 6 weeks due to pregnancy has to give you a

medical certification proof to that effect as a basis for the Employer to grant them Maternity You will then immediately give them maternity leave to commence 6 weeks before giving birth and 6

weeks after Such Employee is further required by law to submit to the Employer a medical certificate of confinement

within 21 days from date of confinement certifying the date of confinement so that the Employee can then start the clock for the second half of statutory Maternity Leave

There is no law that forces the Employer to pay anybody on maternity leave, that decision rests with the Employer

The understanding is that only one Maternity leave can be granted within a period of 12 months staff that have been with the company for less than a year do not qualify for Maternity leave as per Labor Code

o Staff going for their 1st Maternity Leave will receive full pay for the 3 monthso Staff going for their 2nd Maternity will receive full pay 2 out of the 3 monthso Staff going for their 3rd Maternity will receive full pay for 1 out of 3 months. o Staff going for their 4th or more receives no pay for the 3 months.

Owing day All staff working on a public holiday shall be entitled to an owing day This owing day will be an extra off day on full pay Owing days can be accumulated and in agreement both employee and employer taken at a suitable stage All staff normal working hours will be 8 hours a day


The company reserves the right to enforce overtime from time to time dependant on business levels or company needs

All overtime worked will not be paid out but recorded and accumulated as owing days

Staff Training

The Maliba directors recognizes the importance of skills based and empathy based training and will actively ensure that all staff are suitably trained and equipped to ensure that they are able to deliver the requisite service levels. It must be strongly emphasised that the level of expertise in the provision of quality personalised service required in this market necessitates the engagement of highly experienced competent staff. With these staff in place mentoring and training of subordinate staff will be possible in terms of employment equity requirements.

Training activities will concentrate on the aspect of skills transfers to local people to equip and enable them to perform at every level within the Lodge.

Regular staff appraisals should take place to assess the progress of staff skills development. Appropriate training will be provided to ensure that any staff member can aspire to the highest positions within the Lodge and elsewhere within the organisation.

Training may be conducted by other employees, outside the lodge, where necessary.

Staff Relationships and PoliciesIn order to achieve harmonious and constructive staff relationships, the Lodge will seek to maintain

The importance of building the concept of teamwork in the Lodge Operation. The initiation and maintenance of fair employment and remuneration practices. In all dealings with our staff to have due regard for the recognition of individual performance, dignity and

service. Where possible to provide a platform for training and developing staff with a view to improving their

commitment and contribution to the Lodge operations and to encourage personal growth. Encouraging involvement in decision making by all concerned and maintaining an open communication

policy within the Lodge. Motivating staff for greater levels of productivity and service by actively implementing the aforementioned.

Staff Uniform Policy

All staff will receive a suitable uniform when employment starts with company The uniform will remain the property of the company until services are terminated When a staff member resigns or leaves employment the uniform must be handed in immediately. Should

this not be done the value of the uniform will be deducted from the monies owed to an employee Staffs are responsible for the maintenance of uniforms and this will be kept in a good working condition,

clean and well looked after. Any negligence on uniform will be the responsibility of the staff member at their own cost and repaired

within a suitable time limit. If a staff member can provide evidence of non negligence then the company will repair the uniform at its cost

All uniform items are expected to last at least 1 year unless the company deems it is unsuitable to continue wearing (Certain items will be replaced after 2 years, such as jerseys and jackets)

Any replacements due to negligence will be for all staff’s own account at the company’s cost price All staff will receive a name badge when employment starts with the company. This will be at the

company’s expense but if lost will be paid for by the staff (difficult to implement-this may result in them not wearing their name badges)

Uniform is not be worn on leave

Grooming


Staff at all times should be well groomed and be in appropriate clothing (most staff have smart inside uniform as well as outdoor overalls)

Duties & TaskAll staff where possible shall be multi skilled and when we have no guests or cleaning tasks to be done should be utilised on outdoor jobs & duties

Staff FoodStaff shall be given only the outlined basic staff food (to be reviewed and costed) and not excess guest food which should be reserved for managers, chef etc unless otherwise agreed upon. Staff shall be given the cheaper beverages/tea (Ricoffee) and not sachets which should be reserved for the guest rooms. Cheap cordials can be proportionately issued during the hotter months.

Staff TipAny tips given by guests to the lodge managers for the staff or directly to staff should be ‘pooled’ and then be allocated to them at the end of each month.

Paraffin Policy

Each staff unit will receive a pre determined paraffin allocation each month During the first 3 days of each month this allocation will be given to each accommodation unit by the

maintenance manager or his assistant This paraffin allocation is free of charge Should the allocation be finished before the end of the month it will be the responsibility of each staff to top

it up at their cost Any spillage or loss of paraffin will be at the cost of staff and not entertained by the company No heaters or electrical stoves are permitted on the property for additional heating in rooms Staff stealing paraffin from the company or any staff member will be seen as theft and will result in instant

dismissal The allocation of paraffin will work on the following basis:

January : 5 litersFebruary : 5 litersMarch : 10 litersApril : 15 litersMay : 15 litersJune : 20 litersJuly : 20 litersAugust : 15 litersSeptember : 15 litersOctober : 10 litersNovember : 10 litersDecember : 5 liters

Failure to comply with the above will result in disciplinary action being taken

Staff Accommodation Policy

The company shall provide all staff safe and clean accommodation free of charge The company shall provide a bed and mattress to each staff member


The company shall also provide each staff member with the following: o 1xBody Soap – each montho 1xUnderarm Deodorant – every second montho Soap for clothes – each montho I tin of Shoe Polish – every second montho 1 tube of Toothpaste – every month

The above items are not to be taken from the property as it is issued to Maliba staff and not to any other family or friends

The company shall also provide 3 meals per day for each staff member free of charge The company shall provide suitable heating for each house section Staff toilets must be kept clean and in accordance with company standard and daily cleaning rosters The Area surrounding the staff village should be kept neat and clean as Guests do visit this area Any maintenance at the staff village must be reported immediately to the Head of Department Staff is not permitted to use any electrical stoves or heaters. Should these items be found in houses it will

be confiscated immediately and will result in disciplinary action being taken Staff are not permitted to have any company belongings in their accommodation No loud music will be accepted Non company visitors are not permitted to sleep over No visitors are allowed unless arranged prior with the General Manager or his Assistant Staff are not permitted to move accommodation The company reserves the right to do random searches of all staff accommodation without prior

notification as all staff accommodation is the property of the company The company also reserves the right to do random bag and body searches at the security gate at any

given time without any notification Failure to obey the above will result in disciplinary action being taken Sexual harassment will not be tolerated

Managing Staff VillageTo be discussed

Drugs, Drinking and General Behaviors

The following offenses will result in instant dismissal Procession or use of illegal substances/drugs on the property Intoxication/drunkenness at work Violence Theft Sabotage

All staff members should receive and comply with the below disciplinary code

2. DO’S AND DONT’S

Staffs do and don’t guidelines should be offered to all staff with a translated version available in Sesotho that the assistant manger should put together. This should outline valid points discussed in this document


To be elaborate more

3. DISCIPLINARY POLICY

Policy and Procedures

For distribution to All Staff and Management employed with Maliba Mountain & River Lodge

PreambleThe purpose of this Disciplinary Code and Procedure is to promote the objective for fair and equitable labour relations within Maliba Mountain & River Lodge. In this regard the Company endorses the principle of corrective or progressive discipline, with an element of flexibility by management in response to unsatisfactory conduct or performance by an employee, therefore limiting the need for adversarial proceedings.

It is Management's responsibility to establish fair and equitable standards of conduct and performance consistent with the specific requirements of the industry and the business requirements of the Company; and employees have the right to expect fair, just and consistent treatment.

While it remains the prerogative of Management to ensure the proper administration of discipline, it is at all times the responsibility of all employees to maintain discipline.

The Disciplinary Regulations, Procedure and Code outlined herein are to be used by Management whenever the conduct or capacity in respect of work performance of any employee is deemed by Management to be undesirable/ unacceptable.

This disciplinary procedure shall apply equally to all employees of the Company, including managers.

Where an employee wishes to lodge a complaint against the performance or conduct of a member of management, he shall lodge a grievance against such manager in accordance with the grievance procedure. Disciplinary action may be initiated by the Company against the manager.

Primary ObjectiveThe primary objective of the disciplinary procedure is:

To ensure the maintenance of satisfactory work performance and/or acceptable standards of conduct of all employees;

To ensure that employees are treated fairly and consistently and any disciplinary action is effected for a fair reason and in accordance with a fair procedure;

That discipline is based on the philosophy of discouraging and/or correcting unacceptable conduct and/or unsatisfactory performance and getting the employee involved in changing such conduct or performance.

General Principles


Having regard to the particular circumstances of each individual case, and in line with the company disciplinary code, except where exceptional circumstances prevail, no employee shall be disciplined without being afforded the opportunity of stating his/her case.

DISCIPLINARY ACTIONS (to be read in conjunction with company Disciplinary code) VERBAL WARNINGS

In the event of a minor misdemeanor on the part of an employee, the disciplinary action taken will be a verbal warning coupled with an instruction from the employee’s immediate manager to correct his/her conduct or performance. Such warnings are not reflected on the employee’s personnel record. A verbal warning should preferably be given in the presence of a witness.

RECORDED VERBAL WARNINGSWhere an employee has received a verbal warning for a minor misdemeanor or commits a minor offence, an employee may be issued with a verbal warning which is recorded on the prescribed form and placed in his/her personnel file.

WRITTEN WARNINGSA written warning or counseling form is issued where the work performance or conduct of an employee has not improved following a recorded verbal warning, or where the nature of the misconduct requires that more severe disciplinary action than a recorded verbal warning should be taken.

FINAL WRITTEN WARNINGIn the event of unsatisfactory performance or conduct that is serious, but not to the extent that justifies a procedure that may result in a dismissal, an informal disciplinary hearing/enquiry may be conducted and a final written warning should be issued. Unsatisfactory performance or conduct should be highlighted, a plan of action should be agreed upon and the consequences in failing to correct the undesired performance or conduct should be explained.

DISMISSAL OR SANCTION SHORT OF DISMISSALIn the event of serious misconduct or repeated misconduct, a procedure will be followed to give the employee or employees the opportunity to state a case in response to any allegations made against the employee. A guilty finding may result in a summary dismissal, final warning, demotion, transfer or suspension without payment.

PROCEDURE FOR ISSUING WRITTEN WARNINGS (ALL VARIATIONS) AND COUNSELING FORM OR LETTER

After an incident occurred relating to misconduct or unacceptable performance as reflected in points 3.1.2 to 3.1.4 above, the manager must consult with the employee or employees regarding the incident. Before action is taken, the manager must ensure that the employee or employees had an opportunity to respond to the allegation and be represented by a fellow employee, if required. There is no need for a formal enquiry except in the case of final written warning where an informal meeting should be conducted and minutes should be kept.

Should the manager decide that a warning (written or final) or counseling (form or letter) is an appropriate sanction, the applicable document shall be issued to the employee. The employee and/or his/her representative will be requested to sign the document to acknowledge receipt.

After a warning or counseling has been issued, the warning form must be placed on the employee’s personnel file and a copy must given to the employee, if requested.

VALIDITY OF WARNINGS


Warnings do not remain effective indefinitely, but have certain expiry dates. The chairperson can use his/her discretion to determine the period, but the following periods are deemed to be appropriate: A recorded verbal warning is valid for a period of 6 months.

A written warning is valid for a period of 6 months. The period of 6 months can be extended to 12 months. A final written warning is normally valid for a period of 12 months. The period of 12 months can be

extended to 18 months. A counseling form or counseling letter remain valid for a reasonable period, but not for a period longer

than 12 months.While warnings and counseling will be invalid once the period of validity has expired, these warnings and counseling will be retained on file. The expired warning or counseling may at a later stage be used as supportive evidence to indicate an employee’s knowledge of a certain rule or standard of behaviour and a pattern of failing to adhere to specific rules.Furthermore, a warning or counseling issued for any form of misconduct will be regarded as an aggravating factor when considering a sanction for another form of misconduct.

PROCEDURE FOR DISMISSAL OR SANCTION SHORT OF DISMISSALIn line with the guidelines set by the Code of Good Practice: Dismissal, the company does not replicate the criminal justice model of procedural requirements. The following process will be used as guideline for disciplinary action to be taken for serious misconduct (Category C offence) where a guilty finding may result in dismissal:

A pre-investigation need to take place as soon as the company becomes aware of an incident relating to misconduct or breach of company rules.

During the pre-investigation phase the investigator should obtain and secure all possible evidence and statements from witnesses.

As part of the pre-investigation phase, the affected employee/s should preferably be presented with the evidence and asked to respond to the allegations. Where possible a written statement must be obtained from the employee/s under investigation.

Should the investigator be of the view that the affected employee/s may be guilty of any form of serious misconduct; a disciplinary enquiry will be held in the presence of a natural chairperson. When required, an employee can be suspended (preferably in writing) pending a further investigation or until the date of the hearing on full pay.

This enquiry must be held within a reasonable period of time after the conclusion of the pre-investigation. The employee/s must be advised of the allegations against him/her so that the employee is not left with

any doubt as to the specific act or conduct which is to be investigated and discussed at the enquiry. The employee must also be given notice of the time, date and place of the proposed enquiry. The above notice should preferably be in writing, or communicated in the presence of a witness.

The employee/s should be given reasonable time to prepare for the enquiry (48 Hours). Should the employee/s require more time to prepare for the enquiry, the request should be made in writing to the initiator or chairperson of the enquiry.

The employee must be advised of his/her right to be represented by any fellow employee of his/her choice, and his/her right to call witnesses. His/her right to an interpreter. Persons who are not employed by the Company may not act as representatives. It will be the responsibility of the employee (accused) to ensure that his/her representative and witnesses attend the enquiry.

The person chairing such an enquiry should be at a higher management level than the initiator and employee being disciplined.


On convening the enquiry, the chairperson must read out the allegations and confirm that the employee is aware of his/her basic rights e.g. the right to be represented; right to present his/her case and to question and call witnesses.

The chairperson has the authority to postpone the enquiry, suggest a further investigation, call for further evidence to be gathered, or conduct his/her own investigation into the matter.

At the end of the enquiry, the chairperson will adjourn the enquiry in order to weigh up the facts and come to a decision as to whether or not the employee is guilty of the alleged misconduct. The time of the adjournment will be determined by the chairperson but should be reasonable. In the event of an admission of guilt, this adjournment will not be necessary.

The test to be applied by the chairperson to come to a finding is based on the balance of probabilities and NOT beyond reasonable doubt as with criminal cases.

The chairperson should explain to the employee his right to refer the matter to a council should he want to take the matter further.

If an employee commits misconduct that is also a criminal offence, the criminal procedure and the disciplinary procedure will continue as separate and different proceedings

Disciplinary Code The Company is responsible for ensuring that standards of conduct and/or performance are clear and

communicated and available to all employees. The disciplinary Code established by the Company, and amended from time to time, are not exhaustive in

nature, and merely serve as a guideline to Managers and Employees as to what constitutes acceptable conduct and performance. Some rules or standards may be so well established and known that it is not necessary to communicate them.

Disciplinary Schedule The attached schedule constitutes a guide as to the process and within which the various stages of the

disciplinary procedure are to be initiated. The process are in no way prescriptive and may be varied having regard to the particular circumstances of each case, subject to the requirements of fairness and reasonableness.

Note: Any reasonable delay in any of the proceedings should be done in management’s discretion. Unnecessary delays in any proceedings could be determined as a substantive and procedural defect in the case and could lead to the company not being able to implement the action considered for the misconduct against the employee.

Grievance Procedure. The employee has the right at any time to raise a matter or problem relating to their work or management.

This would follow a procedure and would start with the immediate supervisor or line manager. The employee may ask for assistance from a fellow employee should the employee wishes to do so.

Should the employee need to raise a problem or concern regarding his/her immediate supervisor or line manager the problem may be raised with the next level of authority.


Final Ruling by the GM

A meeting of all the parties will be held by the GM

Within 3 daysStep 4

MALIBA MOUNTAIN & RIVER LODGE - DISCIPLINARY CODE

This list of offences and recommended sanctions is a guideline, and the Company reserves the right to discipline an employee for good cause even if the specific offence is not stated on this list.

Nature of Offence Recommended Maximum Action

CATEGORY A First Offence Second Offence

Third Offence

Fourth Offence

Not adhering to the Company’s corporate image

Recorded verbal warning

Written warning

Final written

warningDismissal

Arriving late or leaving earlyRecorded verbal

warningWritten warning

Final written

warningDismissal

Not working to standardRecorded verbal

warningWritten warning

Final written

warningDismissal

Waste of materials/products Recorded verbal warning

Written warning

Final written

Dismissal


The employee and his / her representative see the GM Within 3 days

Step 5

Step 3

The employee and his / her representative discuss the grievance with the immediate

superior and his / her Manager

Step 2 Within 3 days

Employee discuss grievance with his / her immediate superiorStep 1

Employee is dissatisfied with an element of his / her work environment

Problem Unresolved

Problem Unresolved

Problem Unresolved

warning

CATEGORY B First Offence Second Offence

Third Offence

Fourth Offence

Use of abusive language Written warningFinal

written warning

Dismissal

Absent from work without permission / good reason for less than 5 working days

Written warningFinal

written warning

Dismissal

Failure to notify management of whereabouts during absence from work due to illness or

other reasonsWritten warning

Final written

warningDismissal

Failure to report for overtime when agreed to work without a valid reason

Written warningFinal

written warning

Dismissal

Sleeping during working hoursFinal written

warningDismissal

Infringement of safety rulesFinal written

warningDismissal

Being rude to customers / clientsFinal written

warningDismissal

Refusal / failure to obey a reasonable and lawful instruction

Final written warning

Dismissal

Failure to adhere to Company Policy, rules, regulations and procedures

Final written warning

Dismissal

Dereliction of dutiesFinal written

warningDismissal

Conduct unbecoming of a managerFinal written

warningDismissal

CATEGORY C First Offence Second Offence

Third Offence

Fourth Offence

Gross mismanagement Dismissal

Misappropriation or unlawful possession of Dismissal


Company or client property and / or funds

Dishonesty Dismissal

Deliberate falsification of Company / client records or information

Dismissal

Willful endangering of the safety of othersDismissal

Physical assault on an employer, fellow employee, client or customer

Dismissal

Willful damage, misuse or loss to company/client or fellow employee property

Dismissal

Gross insubordination Dismissal

Client or customer alienation Dismissal

Being under the influence of intoxicating substances while on duty

Dismissal

Brandishing dangerous weapons on Company / client premises or threatening other

employees with their lifeDismissal

Deliberate incitement of employees against management or each other

Dismissal

Intimidation Dismissal

Failing to act in the best interest of the Company or client’s company e.g. Disclosing of confidential information, competing against

the Company.

Dismissal

Desertion (more than 5 days) Dismissal

Driving a company vehicle without permission Dismissal

Failure to report Company vehicle accidents within a period of 48 hours

Dismissal

Being in possession of illegal substances on Company / client premises

Dismissal


Gross negligence Dismissal

Bringing the Company into disrepute Dismissal

Any form of harassment including sexual and gender

Dismissal

This list is not comprehensive but lists the most common disciplinary transgressions. Management reserves the right in any instance to depart from the recommended sanctions if the

severity of the offence justifies such departure.

4. LODGE VEHICLE

Company Vehicle Policy No staff are allowed to drive any company vehicle without permission All company vehicles will remain the property of the company All maintenance issues, faults and accidents must be reported to the Maintenance Manager or in his

absence the General Manager or his Assistant Vehicles are not to be used for personal use unless agreed to by management or the Directors Logbooks will be kept at the security gate and must be completed every time a vehicle leaves and enters

the property Diesel allocations will be recorded in the presence of the Maintenance Manager and in his absence the

General Manger or his Assistant Failure to comply with the above will result in disciplinary action being taken Vehicle log books must be filled out with date driver destination ,distanced traveled(start and finish

Speedo readings)and amount of Fuel purchased for any trips outside the park Each vehicle should have weekly checks on water, oil, tyre and general condition by maintenance

manager or assistant. Date and initials of this person can go in vehicle logbook Damages to a vehicle may result in disciplinary action

RESPONSIBILITIES AND ACCOUNTABILITIES DRIVERS

The drivers of the Maliba’s vehicles, plant and equipment are personally liable for the moving violation of vehicles such as: Speeding Reckless driving Safety belt Overloading Parking offences Camera offences etc. committed with a Maliba vehicle

A basic inspection must be carried out by the driver of the vehicle, plant or equipment and regularly by the Transport Officer before leaving the premises of Maliba. Before proceeding on any journey, drivers are required to ensure that the vehicles conforms to the requirements of the Road Traffic Act in respect of brakes, lights, rear


view mirror, condition of tyres, etc. If the vehicle does not conform to any of these requirements, the driver should report defects to the supervisor who in turn will get the vehicle repaired. In the event of any defect the vehicle may not be used until repaired. Each and every vehicle must have a logbook, whereby all trips undertaken will be recorded and fuel consumption will be calculated against the distance travelled on adaily basis. A “nil” return must also be submitted, giving the reasons for the non-use e.g. in garage for repairs or servicing. It is essential that vehicles be refueled at the end of each month so that it is possible to accurately calculate monthly consumption figures. Under no circumstances must faulty vehicles be used

THE VEHICLE TRANSPORT OFFICER

Is responsible for the management of the vehicles of Maliba, including the safeguarding and the maintenance of vehicles. The VEHICLE TRANSPORT OFFICER must ensure that: Maliba has and maintains a management, accounting and information system that accounts for the

vehicles of Maliba; That Maliba has and maintains a system of internal control of vehicles, including a vehicle register; and That drivers comply with this policy Appropriate systems of physical management and control are established and carried out for vehicles in

their area of responsibility; Maliba’s resources assigned to the section are utilized effectively, efficiently, economically and

transparently; Any unauthorized, irregular or fruitless or wasteful utilization, and losses resulting from criminal or

negligent conduct, are prevented and/or reported The vehicle management systems and controls can provide an accurate, reliable and up to date account

of vehicles under his control He is able to justify that his vehicle plans, budgets, purchasing, maintenance and disposal decisions

optimally achieve Maliba’s strategic objectives; The VEHICLE TRANSPORT OFFICER may delegate or otherwise assign responsibility for performing

these functions but he will remain accountable for ensuring that these activities are performed.

INTERNAL CONTROLS

Vehicle, Plant and Equipment registers, Establishment and Management of the Vehicle Register The OPERATIONS MANAGER will establish and maintain the vehicle register containing key financial

data on each vehicle that satisfies the criterion for recognition. The OPERATIONS MANAGER are responsible for establishing and maintaining any additional register or

database required demonstrating their physical management of their vehicles. Contents of the Fleet Management Register The details included in the vehicle register will include: A description of the vehicle, [registration number,

model, engine number if applicable Responsibilities: Ensure that all vehicle records are maintained. A file shall be opened for repairs. Maintenance and any other work done to each vehicle should be kept in

the respective services file. The vehicle service files shall be monitored on a regular basis to ensure that all repairs and services are

relevant, authorised and valid. The VEHICLE TRANSPORT OFFICER shall ensure that licensing is done Timeously. Ensure that vehicles, plant and equipment is appropriately utilised for the purpose that Maliba acquired

those assets.


PROCEDURE FOR REPAIRING OF VEHICLE, PLANT AND EQUIPMENT

The accountable manager shall, under his/her signature request repairs to the vehicle on the prescribed job card.

The job card will be delivered to the office of the OPERATIONS MANAGER. The OPERATIONS MANAGER shall determine the nature and cost of repairs, and in the event that

Maliba’s Workshops are unable to effect the repairs, obtain 3 quotations from private services providers to effect repairs.

The Operations Manager shall upon receiving the cost estimate, submit the same to Management for approval.

The job card shall be completed in detail and a record shall be kept of all repairs effected to all Maliba’s vehicles.

The policy on replacement of tyres shall be as follows:The VEHICLE TRANSPORT OFFICER shall under his signature request replacement.The VEHICLE TRANSPORT OFFICER shall obtain 3 quotations for the specific size of Tyres.The OPERATIONS MANAGER shall upon receiving the cost estimate, submit the same to DIRECTORS for approval.

Policy on service providers:The OPERATIONS MANAGER shall also endeavour to use different service providers for spares and repairs of vehicles, but will consider quality of spares and service determining the specific services supplierIn the event of major repairs, the OPERATIONS MANAGER is authorised to use one service provider to ensure that the warranty on the repairs by services provider is not compromised.

PROCEDURE FOR ISSUANCE OF FUEL, DIESEL AND OIL

In an effort to prevent the misuse of fuel and oil the following policy shall prevail: No fuel, diesel and oil shall be issued without an authorised and signed requisition. No fuel, diesel or oil shall be distributed in any container other than fuel tank or engine, as the case may

be, of a vehicle. Should it be a requirement for fuel to be dispensed to any other container, the requisition shall state

accordingly, clearly indicating the quantity of fuel required. Separate requisitions shall be required for 2 and 3 above. Fuel shall not be dispensed for a vehicle and in

a container on the same requisition. Oil shall only be dispensed directly into a vehicle and again should oil be required in sealed cans, 3 and 4

shall apply. No fuel shall be dispensed if the mileage of the vehicle is not recorded. The kilometre reading shall be entered on the requisition depicting the registration number of the vehicle. Fuel shall not be dispensed if the odometer and the mileage on the requisition differ more than 10km. The quantity of fuel and oil delivered to the vehicle shall be entered by the driver and verified by the fuel

attendant. At close of day, all requisitions, whether dispensed in house or by outside service providers, shall be

delivered to the Operations Manager. The Operations Manager shall ensure that proper records are kept of all fuel dispensed to all vehicles. A comparative report as to quantity of fuel dispensed and mileage shall be provided to each manager and

abnormal usage shall be reported to management.


AUTHORISED SIGNATURE FOR THE ISSUE OF FUEL TO MALIBA’S VEHICLES

The Head of Department will authorise Section Heads to sign the fuel requisition prior to the driver/s filling their vehicles. The driver of the vehicle and fuel attendant must also sign the fuel requisition.

MISUSE OF OFFICIAL VEHICLE

Official vehicles are provided strictly for official purposes and are not to be used for private or other purpose.Practices such as using official vehicles for unauthorised trips between home and work, making social calls taking families for outings, making detours for private purposes, etc. Will not be tolerated.

ACCIDENTS

In the event where a Maliba vehicle is involved in an accident, the OPERATIONS MANAGER or MANAGER ON DUTY must be informed and vehicles may not be removed until MALIBA MANAGEMENT has authorised the removal of such vehicle(s). Any accident in which a Maliba vehicle is involved MUST be reported to the nearest Police Station within 24 hours of the accident and a case number must be allocated. An accident report form must be completed within 7 (seven) days of the accident, unless the driver is not in a position to do so due to injuries sustained. In such case a statement by the relevant Supervisor must be submitted to theOPERATIONS MANAGER within 7 days of the accident.

IN THE EVENT THAT THE PERSON THAT NEEDS TO BE REPORTED TO, IS NOT AVAILABLE, ALL REPORTS MUST GO TO THE MANAGER ON DUTY OR GENERAL MANAGER.

AUTHORIZATION FOR USING VEHICLES

Authorization must be given to DRIVERS to take the vehicles of the property of Maliba.An Authorization book will be kept in office and will be completed before a vehicle is taken of the property.

Vehicle checks

Vehicle checks will be done every Monday morning and before vehicle leaves for longer trips.Checklists to be completed by DRIVER and checked by VEHICLE TRANSPORT OFFICER.If the checklist is not signed off by DRIVER and TRANSPORT OFFICER it is invalid.

Quad Bike PolicyNo staff member is allowed to drive the quad bike without the permission of management. The only people allowed to drive the quad bike are General Manager, Assistant Manager Maintenance Manager or head Chef. As safety the helmet must be worn at all times. The vehicle will be stored in the evening by the maintenance storeroom. It is very important that the vehicle is idled before use. The vehicle will remain the property of Maliba Mountain Lodge and will be treated and handled in the correct way. Any misuse or maintenance issues must be reported to the General Manager or Maintenance Manager immediately. The vehicle is also not permitted to be used outside the park. Any staff member not following any of the above instructions will be liable to disciplinary action being taken.

Manager Car


The managers car shall only be used on official business and permission sought from the directors if used for private purposes. It is expected the managers shall use their own vehicles for their leave

Lodge TruckThe lodge truck shall only be used for lodge related work and not as a staff transport vehicle unless otherwise agreed.

Travel PlanningAll journeys undertaken in the lodge vehicles shall be done in a coordinated manner making full use of any journey

Servicing of VehicleServicing of vehicles shall be done at predetermined intervals and logged accordingly. Consult with Durban office for advice on major work.

5. ELECTRICITY, GAS, AND WOOD USAGE

MonitoringConstant monitoring of electrical and gas usage should be done to avoid unnecessary usage. An office spread sheet should be set up for both. Please monitor the chef and kitchen staff of leaving the stoves on without any food being cooked as this seems to be a common occurrence with most chefs

Gas HeatersThe overhead gas heaters in the main lodge should only be used wisely when necessary for guests and industry folk

Staff AwarenessStaffs need to be informed to be energy conscious especially the chef as they have a habit of leaving unused gas rings burning on the stove.

Heater in Staff RoomsNo heaters (or 2 burner stoves) shall be allowed in the staff huts except their kitchen and not used as a heater

Ice Machine The ice machine shall be left off after enough ice has been bagged up and deposited in the freezer. During what is deemed the busy times the ice machine can be left running

Unnecessary LightingUnnecessary lighting should be turned off and time switches set for appropriate time cycles

Fire WoodUse wood sparingly on the fireplaces as it takes great effort to get this in from the local area

6. WASTE & RENEWABLE RESOURCES


Kitchen WasteAll organic waste should be composted which should be left in a separate sealed bin which should be emptied every day or so by the garden staff to designated area at quarry site

Waste ManagementWaste management at the Lodges will provide for the separation of glass, metal (tins), paper and plastics and organic biodegradable material. Currently cans, glass and burnt ash are transported to the municipal dump site in Butha Buthe

Rubbish ClearingClearing of rubbish round the lodge should be everyone’s responsibility it should be kept spotless. This should also extend to the walking tracks and trails

Burning OffBushveld burning will not be allowed by Lodge staff, accidental and other man-made veld fires will be extinguished, if possible. Only selected burning of accumulated rubbish shall be done from time to time in the designated area at the quarry site

Feeding AnimalsFeeding of animals will not be allowed (except our horses) Firewood will be used for social purposes only within the Lodge.

Alien PlantsAlien Plant Species. No alien plants will be allowed within the Operating Environment of the Lodge except for a vegetable garden and fruit trees in the designated area of the quarry site. All alien plant species encountered within the Lodge grounds will be physically removed where possible.

Water FlowWater flow and surface water levels in the natural environment will not be tampered with, changed or affected in any way except for storm water removal and the creating of a swimming hole in the stream or in the collection of consumable water.

7. CASUAL LABOUR

Casual Labour Policy Casual labor is a vital part of the company as external labor is needed from time to time to complete/assist

projects Casual labor must be treated like all other staff working for the company and the correct supervision is

needed to ensure all projects are completed timorously and up to company standard. Casual labor must be supervised by the following people at all time : Maintenance Manager, Assistant

Manager or Assistant Maintenance The following procedure must be followed in acquiring casual labour :

o The Maintenance Manager in consultation with the Directors must identify the work to be performed

o These parties must agree on a budget and a time frame in which this work must be completed


o The Maintenance Manager should with the assistance of his assistant and Assistant Manager source the laborers needed for the work to be performed.

o Laborers must look at the work on hand and quote the company on payment requiredo Once this is completed the Maintenance Manager must inform the directors for approvalo Once approval is received all casual laborers must complete a contract in which all these

particulars needs to be completedo Both parties needs to sign and the completed contract must be handed to the General Manager

for verification and safe keepingo Once work has been completed the Maintenance Manager must inform the General Manager or

his Assistant that work is completed and that payment can be madeo Once payment is made both parties needs to sign that payment was done

Casual labor is not allowed to sleep over on the property Casual labor is not allowed to be given any food. It is their responsibility to bring their own food Casual labor is not allowed to make any open fires on site for cooking of food to be done. This may get out

of handed and cause fire on the property Casual labor should adhere to park rules at all times and all work conducted must be done in an

environmentally friendly manner All casual labor should sign the entrance book at the security gate Casual labor should work normal working hours in order for projects to be completed All casuals should have a lodge induction before work starts. The induction must be done by the General

Manager or his Assistant and it should be based on all lodge policies Casuals should sign the induction form that they understand all rules, regulations and policies Should casual laborers overstep any rules, regulations and policies their contract will be cancelled

immediately and all monies paid out on a pro rata basis for work already performed8. NATIONAL PARK RULES

General Park RulesAll rules of the national park should be adhered to this includes no harassing of animals, littering

Calling for AssistanceOccasionally you may need to call the assistance of the local army, police or rangers to deal with an incident within the park such as guest injury, unauthorised stock grazing, poaching etc. We have a list of helpful numbers that you can call that may assist you in dealing with the situation. Please report immediately to the Durban office any such incident. We can also involve the Minister of Tourism if deemed appropriate.

9. EMERGENCY PROCEDURES

Evacuation From The Lodge Introduction:

The plan applies to emergencies that could be reasonably expected in the workplace such as fires, the can occur from both internal and external sources and to ensure all employees and guests a safe and healthy working environment. This Fire Safety Plan is designed to provide occupant safety in the event of a fire, to provide effective utilization of the fire safety features of the building and to minimise the possibility of fires. The plan discusses what occupants are to do in the event of a fire, fire safety, supervisory staff and related duties, and other related issues. The Fire Safety Plan will also assist the fire fighters in the


performance to their duties by providing floor plans and building information should an emergency ever occur.

Evacuation Plans:Emergency evacuation escape route plans are posted in key areas throughout the buildings. All employees have been trained concerning these plans.

Employee Accountability Procedures after Evacuation:In the event of a fire emergency signaled by a member of staff, all occupants (employees and guests) will promptly exit the building by the nearest exit (should this be necessary). Once clear of the building, go immediately to the designated rally point. After evacuation, each supervisor (or designee) is responsible for accounting for each employee / guest assigned to that supervisor by rallying at the designated point and by conducting a head count. Each employee/guest will be accounted for by name. Each employee is responsible for reporting to his or her supervisor so an accurate head count can be made. All supervisors are required to report their head count (by Name) to the Emergency Coordinator.

Notifying employees and guests:Guests should be notified of the emergency promptly and calmly, so that they remain calm and able to follow the evacuation guidelines. Guests should be kept informed and attended throughout the emergencies duration. At NO point should guests be left unattended while they are on the property during an emergency.

Rescue or medical duties procedure:Should medical attention be required by an employee or guest, medical services should always be contacted. Onsite first aid (if available) should provide initial support to the victims, in line with their training, until such a time that medical personal have arrived and relieve the first aid officer.

Re-entry:Once the building has been fully evacuated, no one is to re-enter the building for any reason. Rescue personnel (if designated and properly trained) are excluded from this rule. When the Fire Department or other responsible agency has notified us the building is safe for re-entry, then, and only then, will personnel return to their workstations.

Key Staff Assignments:Evaluate your department’s personnel resources. Assign personnel specific duties, during and immediately following a disaster. Identify staff with special expertise or training, who could offer assistance when necessary, e.g. Search & Rescue, First Aid, CPR, HAM Radio Operators, etc. Assign co-workers as “buddies” to assist disabled staff, and/or visitors during an emergency evacuation.

Preferred Means of Reporting Fire and Emergencies:All fires and emergencies will be reported by the following means: Verbally to the Emergency Coordinator or Assistant Coordinator in accordance with the “chain of command”. The following numbers will be posted at all telephones having outside lines.Fire notice:This should be posted in viewable areas around the buildings.

In the case of FIRE Inform employees and guests of the situation Assist people to evacuate to assembly area without endangering yourself Reassure employees and guests alike Fight fire if safe to do so & you are trained accordingly Remain at the rally area until everyone is accounted for Await arrival of fire services Do not re-enter building until advised by the fire service

In the event of a fire, the Emergency coordinator (or agent), will:


Investigate the fire situation If there is a fire, ensure the Fire Services has been called. If there is any doubt regarding

whether there is a fire situation, the Fire Services should still be called. Ensure the safe evacuation of all employees and guests from the building Ensure the Fire Service has been notified and provided with information regarding the

incident Account for all occupants at the rally point If required and safe to do, conduct a search for any missing residents Meet the Fire Service and advise them of any information relevant to the emergency

In the event of a fire being located, the manager, or their agent, will: Ensure the evacuation of the building – alert all occupants without further compromising

life Attempt to extinguish the fire if safe to do so –

If the fire is small enough, use a nearby fire extinguisher to control and extinguish the fire.Do not fight the fire if the following conditions exist:

You have not been trained or instructed in using a fire extinguisher You don’t know what’s burning (Electrical, chemical, etc) The fire is spreading rapidly You don’t have the proper equipment You can’t do so with your back to an exit The fire might block your means of escape You might inhale toxic smoke Your instincts tell you not to do so

If the first attempts to put out the fire do not succeed, evacuate the building immediatelyMeet the Fire Service on arrival & inform them of the situation.

In the Case of NO FIRE

If no fire is found, the Emergency Coordinator should: Inform employees and guests of the situation If Fire Services have been called, ring the Fire Service to advise them of the situation Meet the Fire Service on arrival and inform them of the situationThe Manager is responsible for: All personnel and procedures until the arrival of the Fire Service The maintaining of an up-to-date list of the guests on the property Nomination of a person to assume the emergency duties of the Manager in his absence

(Maintenance Officer) Arrangement and coordination of practice evacuation exercises The accurate logging of the performance, any problems encountered, the conduct of a

debriefing with everyone involved, and the continual improvement of the effectiveness of the evacuation plan

Designated Rallying PointsMaliba Main Lodge Primary Location Car ParkSecondary Location QuarryMaliba River Lodge Primary Location Camping AreaSecondary Location Park Entrance Staff Quarters Primary Location Car ParkSecondary Location Quarry


Emergency Evacuation Escape Route Plan

Proposed Training Program

Initial InstructionThe Manager or the assistant manager’s will instruct employees when they take up employment (Within 1 month of commencing work and at least every 12 months while in employment), concerning the action to be taken by them in the event of fire threatening the building in order to ensure their own & other persons safety, and in particular:

The procedure to follow in an emergency The location of emergency exits The paths of travel to exits The location of firefighting equipment The method of raising the alarm The location of the assembly area Reporting to supervisor at rally point The proper techniques to use when using firefighting equipment A record of worker instruction will be retained with the original Fire Safety Management Plan.

Yearly Evacuation TrainingAn evacuation practice will be carried out at intervals of not more than 12 months in order to practice the fire and evacuation plan for the building. A record of each evacuation will be retained with the Fire Safety Management Plan.

Training for Employees Who Assist in EvacuationThe personnel listed below have been trained to assist in the safe and orderly emergency evacuation of employees and guests. Employee training is provided to employees when:

The plan is initiated When employee's required actions and responsibilities change


There are any changes to the plan.

Items Reviewed: Emergency Escape Procedures Escape Route Assignments Fire Extinguisher Locations and Training Procedures to Account for Employees and Guests Major Workplace Fire Hazards Employee Training Programs Fire Prevention Practices Closing doors / windows behind you Means of Reporting Fire and Other Emergencies Names and Titles of Emergency Plan and Fire Protection Coordinators / supervisors/etc Emergency and Fire Prevention Plan Availability Hazard Weather Procedures

Evacuation From The National Park

IntroductionFire is natural phenomenon with which we live. There is no way to avoid fire other than using it to check some of the damages caused by it. Fire destruction is heard of all over the world, burning down: farms, protected areas, buildings, rangeland etc. This happens because fire can arise from many different ways, either natural or man induced. Tsehlanyane National Park has not been an exception but has on several occasions been hit by unplanned fires, arising either from within or outside the park. To save this natural beauty and protect wildlife at large therein, fire belts are constructed annually, to subdivide this 5600-hectare area into compartments. This time a different and safer approach to what has normally been the practice is being intended whereby tracer belts that will be made to the desired width of these 50km belts will be burnt prior to actual burning of the belts (late autumn to early winter). At this time vegetation is semi-dry and fire can be controlled easily.

Tracer BeltsTracer belts are constructed through a spray of a chemical such as gramoxone or paraquat (that dries vegetation fast) to make 1.5 to 2.0m strips by the sides of the intended fire belt. This activity is carried out in April when vegetation is still green so that only the dried grass will burn easily and threat to burn the whole park is at its minimum. It is estimated that within a week of spray, vegetation is dry enough to burn.

The tracer belts constructions:

ACTIVITY TIME/PERIOD ITEMS REQUIRED LABOURTracer belts Late April-late May - Knap sack sprays

- Herbicide/petrol- Fire beaters- Protective clothing

8 (eight) workers

Advantages of tracer belts: Done when most vegetation is still green and fire threat is at its minimum Two-meter width of strips are sprayed and burnt Minimal use of herbicide for least disturbance in micro-faunal health


Only a few workers are required Fire belts can be widened as much as may be require without fear of fire getting out of control

Disadvantages: Herbicides applied are always detrimental to the environment High cost of applied herbicides Transportation of herbicides consumes time

Fire Belt ConstructionFire belts ranging from 10-20m in width are burnt in late Winter when most vegetation is dry. They burn with ease as tracer belts act as fire breaks by the sides and the main task being to guard against strong winds that may propel fire beyond them.

Actual fire belt Constructions:

Advantages: Blocks fire from outside to get into the park Makes it easier to burn compartments in rotation Inter compartmental fires are easy to control Burns faster and safer between the tracer belts No application of herbicides required

Disadvantages: Fires may get out of control and destroy the rest of the park as vegetation is dry all around (timing) High labour costs Area specific (ridges annually), only fire resistant species survive

Backfiring:Sometimes strong unplanned fires arise either from outside or within the park. In such cases fire fighters are lined along a fire belt ahead of the fire and start another fire towards the oncoming fire to widen the fire belt and counter the advancing fire.

Conclusion:This write up does not cover all the aspects of fire but to extend, can help reduce the fire damage always experienced in protected areas. It is also advisable to burn the park compartments so as to stop advancing fires from getting to the vegetated compartments ahead.

Emergency Numbers

Fire Brigade Maseru 00266 22317163


ACTIVITY TIME/PERIOD ITEMS REQUIRED LABOURFire belt burning July - Fire beaters

- Protective Clothing

20 men

Fire Brigade Butha Buthe 00266 22460288Radio Room Maseru - LMPS 00266 58881010Khabo Military Base 00266 27008603Khabo Military BaseAmy BossCaptain Rankhone

00266 58863814

Police CommissionerMaseruMr Mahao

00266 58848115

Police CommissionerNorthern RegionMr. Monaheng

00266 2240031700266 5857622500266 62576225

LECElectricityMr. Leteta

00266 63056565

Durban Office 0027 317028791Caledonspoort Border Post 00266 22225200Butha Buthe Police Station 00266 63023849Etana Insurance / VEA Joan JacksonJohan ClaassensAlicia Connoway

0027 8245559250027 7127048080027 837031262

Emergency Medical Evacuation – Assistance Services

Below you will find the 24 Hour Emergency Medical Assistance Services Procedures to follow in the event of an Emergency.

In any case where there has been an accident or incident where emergency assistance is required:

Contact the 24 hours Emergency Number on : 083 300 3927 Have the following details available:

o Telephone number where you can be contactedo If you are not at the site of the emergency, the name and telephone number of someone who

can be contacted at the site of the incident/accidento The name of the injured / ill persono Details of the location of the patient

You will be asked to briefly explain what happened If there is anyone with medical training at the site, also provide their number When describing the condition of the patient focus on a few important points:

o Is the patient conscious or unconscious, can they speak to you? o Can you tell if the patient is breathing normally? o Are they breathing visibly? o Are there any obvious injuries?

You will receive some basic first aid advice so that you can provide support to the patient, until such time as help arrives

You will receive feedback on the progress of emergency services to your site and updates of the estimated time of arrival, until such time as help arrives


The patient will be transferred to the nearest medical facility for stabilization or to the most appropriate medical facility if practical

If the patient has to be flown across the border or if they are a foreign traveler, ensure that the patient’s passport / travel documents is readily available and accompanies the patient

All arrangements at the hospital will be made so that there are no delays withy admission If there is a travel companion / minor, please let us know if they wish to travel with the patient. Depending

on the circumstances they may not be able to accompany the patient on an air ambulance, although every effort will be made to accommodate

The patient will be followed up and assisted while in hospital

Note: you may call the emergency number at any time for any advice or information relating to medical risks. Africa Assist (Pty) Ltd 1997/013679/07

First Aid & Procedures

To be discussed


MALIBA LODGE ORGANOGRAM

Executive

General Manager

Head Security Head Housekeeping

Ast Maintenance Manager

Maintenance Manager

FOH Manager Executive ChefRL Manager

Assistant Manager

Head Gardener

Thatcher Masson

Gardener / Farrier

Gardener / Guide

General Maintenance

Beverage Manager

Ass. RL Manager

Head Gardener

Head Gardener

Guards x 5

General Worker

F&B Manager x2Guest Relations

Waiter x 4, Bar

Housekeeper x 3

Laundry

Sous Chef

Jnr. Sous Chef

Trainee Chef

Scullery Scullery

Trainee Chef

Trainee Chef

JOB DESCRIPTIONS

Head Office Durban

Office Manager

Powers & Duties: Perform all such duties and exercise all such powers in relation to the business of the company as may

from time to time be vested in or assigned to him/her by the company; Comply with all directives from time to time given to him/her by the company and with all rules and

regulations from time to time laid down by the company concerning its employees; Abide by bone fide work practices in her/his relationship with the company and/or its clients; Devote the whole of his time, attention and abilities during business hours to the discharge of his/her

duties under his/her agreement; Use his/her best endeavours properly to conduct, improve, extend, develop, promote, protect and

preserve the business interest, reputation and goodwill of the company and carry out his/her duties in a proper, loyal and efficient manner;

Not to incite or attempt to induce any other employee of the company to partake in any form of industrial or collective action considered by the common law or legislation applicable from time to time to be prohibited, unfair or unlawful. Employees record that they commit themselves to industrial peace in the company’s business;

Be prepared to subject themselves to searches or any other investigations carried out by the company from time to time, in respect of the issues relating to safety, security, discipline and loss control;

Undergo or attend any training or other courses the company in its sole discretion may require the employee to undergo or to attend from time to time. The company will be liable for the costs and expenses of such training courses;

Undergo any medical or other examination required by the company from time to time, in the circumstances where the company wishes to ascertain the state of mental or physical health of the employee.

Finance Manager

Recording and reconciliation of all accounts including Preschem, Maliba and any other future companiesPreschem stock control in and out

Issuing of Preschem invoices to customers and arranging dispatch Preparing of Preschem monthly/yearly sales figures and preparing stock flow charts and sales reports for

head office Update Preschem customer purchase records Attending to Maliba Border formalities Paying of creditors relating to Maliba suppliers Keeping of asset register (both companies) Management of Pinetown office/ordering of stationary Payment of all staff salaries (both companies) Preparing of end of year figures for Preschem and Maliba accountants Special research projects for services or items to be purchased Liaison between Preschem and contractors and occasional calls to all Monthly Preschem stock takes Calculating and processing all SARS & Lesotho Taxes for both companies monthly Occasional special projects as requested by head office Once a year visit to the lodge to liaise with the maliba managers To help with phone inquires /bookings if short staffed or busy

Working as part of a team along with booking manager and Internet/it manager

Marketing Manager

Role is to be split into 50% Marketing and 50% in General Operations e.g. planning, staff training, activity and development

The Marketing role is to be split with the majority focus on web based marketing. 60% with the remainder concentrating on the traditional trade within South Africa and overseas. This would entail phone calls, emails and selective visits. Concentrate on a small selective park of the industry that believes in and supports with Lesotho Tourism and Maliba in particular.

Specific Duties To liaison with Ground Operations, African Travel Specialists with South Africa, and Overseas and

organize rates, photos, specials and educational when required. Identity Key Partners in this industry to be part of the Maliba Marketing Team Promote Maliba through media including editorial in newspapers, TV, radio and special interest groups. To be actively involved with submitting articles , photos, context for our electronic newsletter “The Blanket

Wrap” To manage electronic media marketing including websites, twitter, Blogs and to keep them fresh and

updated To be actively involved in all online marketing especially updating and submitting to other accommodation

directory sites. To work side by side with Maliba Travel Consultant and audit her bookings, quotes record keeping/reports

and correspondence. To learn all aspects of our systems so can be a back up if the Travel Consultant is away.

To help with guest delights developments, Front of house training and activity development at the lodge in consultation with lodge management.

To be part of the lodge management team which includes Lodge Directors, Lodge manager and assistant manager, and office manager in planning future growth and direction for the lodge.

Reservation Department

Responsible on handling all booking reservation for both Maliba and River Lodge via telephone and email queries

Create and issuing Invoices Responsible to receive payments, recording all expenses in connection to guests bookings Responsible on following up on all outstanding payments, deposits, purchase orders, any other

information in relation to guest reservation Handle conference bookings and any special request or special arrangements Deal with Tour Operators booking request and maintain the relationship Authority on processing guest credit cards Responsible to update online website in terms of rates, specials, contact details, etc Being a part of marketing team, helping in creating specials and other packages In charge of making sure that the rates are up to date, any worksheet relating to tour operators details,

commission structure, website online details, rack and sto rates, skiing Compile weekly and monthly report to Maliba Directors


Being part of marketing team for travel show such as Indaba, Getaway Show, etc Responsible in payment reconciliation both for SA and Lesotho Accounts Responsible in doing follow up calls, to get some direct feedback and comments and report this back to

Lodge Directors on weekly / monthly basis

Lodge – Lesotho

General Manager

Administration of the lodge Daily accounts Beverages cost and control Purchase and stock management Conference and banqueting operations Time share and rosters Community project Producing full set of monthly financial report Staffing and human resources Oversee correct usage, allocation and repairs Dealing with reservation team at Durban office regarding booking takings and other info in relation to

guest reservation Being part of maliba team at travel shows Relationship and dealing with suppliers Managing financial issue such as petty cash and guests accounts Ensuring overall security of lodge and guests Attend all meeting (park, in-house meeting, etc)

Assistant Manager

Assistant Manger and HR person to the lodge manager (50% of your time will be in this role the remainder will be as sous chef but over time you will move more to management

To act as lodge manager when Andrew is on leave Coordination of all lodge managers work when he is on leave Management of human resources including trouble shooting staff issues Attend any HOD and other staff meetings and take minutes Assist Rose in front of house managers role and be proactive senior member of staff liaising with guests

this will include helping her with front of house report Go on occasional shopping trip to town so you can get to know suppliers etc Help with improving guest experience and develop activities help with staff training with back up from marketing manager Maintenance Coordinator (job to involve the following) Assist Maintenance Manager in planning daily, weekly and monthly activities for all maintenance and

garden staff with special attention on monitoring staff daily movements and making sure they are productive and meeting their daily goals.

Attend the weekly maintenance meetings


Research for maintenance related materials and assisting with quotes for projects both on labour and materials

Overall signing off on completed projects along with maintenance manager and the paying of external staff if applicable

updating of Dropbox jobs IT troubleshooting and repairs Special project researcher (i.e for any maliba trust external projects, could involve liaisons with peace corp

or community members)

Head of Department Mountain Lodge

Stock At the end of each month a stock take must be conducted in accordance with company rules and

regulations. Items to be counted include : All room linen Room smalls Materials and products All stock takes must be handed to the General Manager or his Assistant for verification and checks All store rooms must be kept clean and tidy at all times

Electricity Electricity usage must be checked on a daily basis for abuse or misuse Chalets not in use should have their electricity switched off Staff should also be monitored that once they enter a chalet they must switch off all heating items during

the day and any lights that are on

Gardens It’s the responsibility of the department head to ensure that all gardens around the chalets are kept clean

and tidy Garden and maintenance tools should be locked away when not in use

Staff The head of department must ensure the following regarding staff working at Mountain Lodge

o Staff must be on time to start dutyo Staff must be correctly dressed for their shift. Uniform, hands and faces cleanedo Daily allocation sheet completed on a daily basis to ensure that staff are working in the correct

areaso All HR issues regarding staff must be reported to the General Manager or his Assistant immediatelyo Staff discipline and company rules and regulations are vital to the efficient running of the

department. The department head must ensure that these rules and regulations are always adhered to

o Morning meetings to be conducted at a strict time and place in order to ensure efficient operation of Mountain Lodge

o Weekly meetings to be conducted with the General Manager or his Assistanto The off days for the department head will be on a 10 days on 2 days off cycle

Maintenance


Any maintenance issues must be reported immediately to the Maintenance Manager Daily log books must be kept neat, tidy and up to date of all maintenance work performed Maintenance work performed must be done in a clean, tidy and reasonable time limit

Guest A company radio must be with the department head at all times to be notified of guests arriving or any

other queries Guest must be treated with respect and checked on during their stay to ensure a comfortable and pleasant

stay at Mountain Lodge All guest activities should be well planned and conducted in communication with reception The department head will be responsible to attend to any guest emergencies or problems during normal

working hours and after hours

Financials As department head it should be your focus to drive revenue. This must be achieved in the following way :

o Guest activities – encouraging guests to partake in pony trekkingo Food and Beverage – liaising with guests on booking meals in the restauranto Costs – keeping expenses down in quiet monthso Wastage – ensuring that staff don’t waste materials and that materials are used for the purpose it

was attained

Housekeeping The primary objective of the department head is to ensure the efficient running of the housekeeping

department All rooms must be checked on a daily basis and maintained in accordance to company standards and

rules Staff allocated to the cleaning of houses should be monitored on performance and the efficiency of their

work Spot checks to be conducted on work performed by housekeeping staff and any problems and faults to be

corrected immediately All houses to be kept clean and in a good state of repair Arrival and departure chalets to be prepared timorously and accordance with company arrival and

departure procedures All guest behavior must be monitored whether its during working hours or after hours. Unruly guest or any

other form of noise that could cause disturbances to other guests must be controlled in a diplomatic way. The General Manager or his Assistant must be notified immediately should the problem persist or if the head of the department is unable to resolve the problem

The department head will be responsible to do quick checks of all houses during guest departure. Items to be checked in clued the following :o Guest lost propertyo Damaged or broken company property/itemso Stolen company items

The above mentioned points must be reported the reception office immediately before guest depart

Head of Department River Lodge

Stock


At the end of each month a stock take must be conducted in accordance with company rules and regulations. Items to be counted include :o All room lineno Room smallso Materials and products

All stock takes must be handed to the General Manager or his Assistant for verification and checks All store rooms must be kept clean and tidy at all times

Electricity The Head of Department must ensure that sufficient electricity is available for the pre paid meter. Each morning a meter reading must be recorded and figures given to the Front of House Manager In the absence of the department head another person should be assigned to take a meter reading Electricity usage must be checked on a daily basis for abuse or misuse Houses not in use should have their electricity switched off Staff should also be monitored that once they enter a house they must switch off all heating items during

the day and any lights that are on

Gardens It’s the responsibility of the department head to ensure that all gardens are kept clean and tidy Staff should be allocated on a daily basis by means of the daily allocation sheet to maintain gardens and

the development thereof Garden and maintenance tools should be locked away when not in use

Staff The head of department must ensure the following regarding staff working at River Lodge

o Staff must be on time to start dutyo Staff must be correctly dressed for their shift. Uniform, hands and faces cleanedo Daily allocation sheet completed on a daily basis to ensure that staff are working in the correct

areaso All HR issues regarding staff must be reported to the General Manager or his Assistant immediatelyo Staff discipline and company rules and regulations are vital to the efficient running of the


o Morning meetings to be conducted at a strict time and place in order to ensure efficient operation of River Lodge

o Weekly meetings to be conducted with the General Manager or his Assistanto The off days for the department head will be on a 10 days on 2 days off cycle

Maintenance It is the responsibility of the department head to look after River Lodge maintenance Repairs must be conducted by the department head and if he/she is unable to resolve the issue it must be

reported to the Maintenance Manager Daily log books must be kept neat, tidy and up to date of all maintenance work performed Globes replaced must be recorded on a daily basis Maintenance work performed must be done in a clean, tidy and reasonable time limit Equipment used to perform maintenance duties must be kept clean and in a lockable area. The working

order of equipment must also be kept up to company standards


Guests It’s the responsibility of the department head to meet and greet all guests upon arrival In his/her absence a person must be allocated to perform this duty A company radio must be with the department head at all times to be notified of guests arriving or any

other queries Guest must be treated with respect and checked on during their stay to ensure a comfortable and pleasant

stay at River Lodge All guest activities should be well planned and conducted in communication with reception The department head will be responsible to attend to any guest emergencies or problems during normal

working hours and after hours

Financials As department head it should be your focus to drive revenue. This must be achieved in the following way :

o Guest activities – encouraging guests to partake in pony trekkingo Food and Beverage – liaising with guests on booking meals in the restauranto Costs – keeping expenses down in quiet monthso Wastage – ensuring that staff don’t waste materials and that materials are used for the purpose it

was attained

Housekeeping The primary objective of the department head is to ensure the efficient running of the housekeeping

department All rooms must be checked on a daily basis and maintained in accordance to company standards and

rules Staff allocated to the cleaning of houses should be monitored on performance and the efficiency of their

work Spot checks to be conducted on work performed by housekeeping staff and any problems and faults to be

corrected immediately All houses to be kept clean and in a good state of repair Arrival and departure houses to be prepared in a timorously and accordance with company arrival and

departure procedures All guest behavior must be monitored whether its during working hours or after hours. Unruly guest or any

other form of noise that could cause disturbances to other guests must be controlled in a diplomatic way. The General Manager or his Assistant must be notified immediately should the problem persist or if the head of the department is unable to resolve the problem

The department head will be responsible to do quick checks of all houses during guest departure. Items to be checked in clued the following :o Guest lost propertyo Damaged or broken company property/itemso Stolen company items from all living rooms, kitchen or bedrooms

The above mentioned points must be reported the reception office immediately before guest depart

Head Chef

Scope and General Purpose: To ensure that the kitchen, including all necessary mise-en-place for service


Provide the customers with a food to the standards set by the company To provide an efficient food production and effective presentation before it gets to the customer

Head of MaintenanceAll maintenance issues must be reported to the Maintenance Manager or his Assistant immediatelyTo elaborate more

Food & Beverages Manager / Assistant Manager

Scope and General Purpose:To supervise and control all catering outlets in a hotel to the required standards, within agreed budgetary limits and parameters of the law, particularly liquor law.

Responsible to:General Manager/Assistant

Responsible for:All restaurant, room service, banqueting, stores and guest

Liaises with:Head ChefHousekeeperFront of House ManagerMaintenance Manager

Limits of Authority:According to each establishment

Main Duties: To ensure the prompt and efficient service of all meals, snacks, functions and beverages to the required

standards. To ensure that profit margins are maintained, agreed costs are not exceeded through effective control

systems, including issuing against dockets, sales analysis, menu costings and cash checks.

To ensure that restaurants and Bathrooms are clean and well maintained, that table appointments, including flower arrangements are impeccable.

To ensure that waiters are always correctly and smartly dressed, that they offer professional and courteous service to their customers.

To ensure that bars and cloakrooms are clean and stocked with the stipulated requirements. To ensure that barmen are well trained, correctly and smartly dressed and serve their customers in a

professional and friendly manner. To ensure that room service orders are executed promptly and that they comply with the required

standards. To ensure that room service staff are correctly and smartly dressed and serve their customers in a

professional and friendly manner.


To ensure the efficient running of the banqueting department and that all banqueting rooms, including cloakrooms, are clean and tidy.

To act as Duty Manager as required. To ensure that consumable and non-consumable goods are ordered, correctly stored and issued to the

various departments. To ensure maximum security in all areas under your control and that staff are fully aware of the

importance of key security. To ensure that staffing levels are correct and to agreed standards and are not exceeded without prior

consultation. To ensure that company and statutory hygiene standards are maintained in all areas. To attend timorously to customer complaints. To take the necessary steps in the event of theft, burglary or fire. To ensure that reports and administration requirements are timorously submitted. To ensure that the Back of the House Department operates effectively and efficiently. To hold regular performance appraisals with all management staff, identifying areas for development

and training needs, and ensuring that this training is affected. To ensure that fair discipline is affected. To ensure that the causes of staff grievances are investigated and the appropriate action taken. To ensure that fire and evacuation drills are held regularly. To ensure that bands and musicians are available when required. To be fully conversant with all statutory requirements regarding a food and beverage operation, that all

licenses, including special licences, are timorously applied for and that the conditions affecting the issues of a liquor licence are not jeopardised.

To ensure that regular stock takes are conducted. To prepare and submit on the required format all information necessary for budgeting purposes,

timorously and accurately. To ensure that an effective table reservation system is in operation. To circulate throughout all restaurants, bars and banqueting departments, maintaining a high profile

with customers and staff. To hold regular staff meetings. To be fully aware of trends in the industry and make suggestions for improvement of the catering

operation. To attend meetings as required.

To carry out or ensure that regular On-the-Job Training is taking place to agreed standards. To ensure that the most suitably qualified person is appointed in the event of a vacancy — wherever

possible this should be an internal promotion.o To do meet/greet/check in and orientation with guests o To do anything further to your best ability as required

Waitress / Waiter

Mise-en-place to be completed before each service period. Ensure restaurant and surrounding areas are clean and up to standard. Ensure that all staff on duty are wearing a clean presentable uniform.


Ensure all linen is exchanged from laundry to restaurant on a daily basis. Ensure all cutlery set on tables is clean and polished. Ensure tablecloths and overlays are laid in a uniform manner and that non creased table linen is used. Check and ensure that each waiter has a pen, corkscrew, clean waiters towel at the beginning of each

shift. All tables to be set to the standard , ensuring that ; All glasses should be polished, free from chips and fingerprints. All cutleries should be clean, polished and free from fingerprints. All crockery should be clean and chip free. Napkins should be clean, ironed, in good repair and folded to the manager’s specifications. Tablecloths

should be clean, ironed, in good repair and on the correct tables. Also ensuring that linen is counted and sent to the laundry. Clean and usable linen is then to be collected from the laundry.

Cruets must be filled every day and should be cleaned before use. Also all sauces and condiments required for the menus are ordered, stored and served correctly.

All equipment should be kept clean and stored correctly. If any item needs repair then the manager should be informed of this. Any breakages should be recorded in the book and reported to the manager immediately. These should

be avoided. The Service Procedure should be followed The Cleaning Schedule should be followed At the end of each shift the tables should be left clean and tidy. Understand the correct action to take when handling complaints. ALWAYS apologise and NEVER offer

excuses. The manager should be informed immediately even if the problem has been resolved. Look at complaints as an opportunity to improve our service and not as direct criticism.

Any issues you feel need to be brought up should be done so at the nightly line up at 18h00. Communication and Teamwork are both very important. If you help your fellow workers then when you

are in need they will be more likely to help you. All stations should be adequately stocked with replacement cutlery, linen and other restaurant

requirements. To carry out the normal waiters duties as assigned by the Lodge Manager. Any ideas that you have to improve the restaurant, the service or patronage, are appreciated. These

should be passed onto the manager. To report any suspicious parcels, packages etc, left baggage and lost property to the duty manager

without delay. To attend meetings, training courses, drills, etc, as and when required. To assist with any other staff in the restaurant Any maintenance requirements should be passed onto your manager and then followed up to check when

they are going to be repaired.

Barman

Scope or General Purpose:Guests and Bar

Responsible to:FOH Manager


Assistant ManageGeneral Manager

Responsible for:Bar, Waitresses and Guests

Liaises with:Ass. FnB ManagerFnB Manager

Main Duties: Responsible for:

o Everyday Running of the Baro Answering callso Greeting guestso Hold mail procedureo Knowledge of services provided by the hotelo Knowledge of all aspects reflected on Guest Services Directory e.g. shopping, doctor, etc.o Asking/communicating with guest as to achieve rapport and create ambienceo Knowledge of company Mission, Vision and Valueso Recommend other hotels in group, etc.

In the morning talk to departing guests, ensure they enjoyed their stay. Complete Guest Questionnaires with departing guests. Assist departing guests with forward bookings. Print special arrivals list in morning and together with GM/Assistant review arriving guests, identifying

Frequent Guests and VIP's and Return Guests. Complete VIP and Return Guest form. Complete Frequent Guest list. Verify Room Allocation rooms Check allocated rooms for cleanliness and that guest supplies are in room. Make presence felt in Restaurant and Bars and Banqueting during lunch and assist where needed. In early evening/later afternoon, prepare punch in summer, sherry in winter for incoming guests.

Meet incoming guests, offer punch or sherry and ensure that they all feel welcome.o Responsible for "Hospitality Promise"o Customer service delivery and recovery (actively elicit customer complaints, customer suggestion

box, action and give feedback to customers)o Conduct face-to-face customer surveyso Monitor employee morale & motivation levels of front-of-house staff o any further management request within your ability

To ensure that daily stock take is done before end of day. Responsible in making sure that all bar orders are written down on our bar usage book Responsible in coordinating month end stock take are done correctly. Ensure that the bar is stocked correctly for the day and that under normal sales the stock will not run out

this includes the stock on the wine list and the cocktail list. Should be responsible for the bars float, ensuring that it’s there at all times for the smooth running of the

bar.


Any shortages either in cash up or stock takes are the responsibility of the barmen. The bar should be locked at the end of service and keys handed to the lodge manager Empties should be handled in the same way as stock, and ensure that they are returned in a satisfactory

condition. To ensure that no walks in customers are allowed to bring in alcohol to the bar without the authorization

from the Lodge Managers. Ensuring that the standards of customer care set by the Maliba Lodge managers are adhered to. Ensure that there are not unauthorized personnel behind the bar counter and the glass washing room. Mise-en-place including the restocking of the bars is to be completed before service each day at 10:00am. All glasses should be polished with a clean cloth to remove dirt and finger prints, and to ensure that

service glasses are free from chips and cracks at all times before opening the bar. All bar equipment should be kept clean and stored correctly. If any item needs repair then the manager should be informed of this. Any breakages should be recorded in the book and reported to the manager immediately. These should

be avoided at all costs. Stock takes of all bar items, i.e.: linen, glassware, etc, will be taken every Monday. The Service Procedure should be followed The Cleaning Schedule should be followed To ensure that at the end of each shift the bar counter, the floors and tables should be left clean and tidy. Understand the correct action to take when handling complaints. ALWAYS apologize and NEVER offer

excuses. The manager should be informed immediately even if the problem has been resolved. Look at complaints as an opportunity to improve our service and not as direct criticism.

Communication and Teamwork amongst the Bar, restaurant, Rooms, and Kitchen is very important. If you help your fellow workers then when you are in need they will most likely to help you.

Any ideas that you have to improve the restaurant, the service or patronage, are appreciated. These should be passed onto the manager.

To report any suspicious parcels, packages etc, left baggage and lost property to the manager without delay.

To attend meetings, training courses, drills, etc, as and when required. To assist with any other staff in the restaurant and bars.

Security Guard (Mountain Lodge and River Lodge)

Job DescriptionsSafeguarding the property, staff and guests of Maliba Mountain & River Lodge, which includes protecting guests, staff, moveable and unmovable assets from all suspicious elements.

Patrols Security guard must move around to patrol the various parts of a property. They check the doors and

stairwells to make sure the locks are secure and no danger is lurking. Guards must patrol outdoors as well as room and activity areas, such as the pool. Guards should maintain communication through radios.

Response Lodge security should respond to complaints and calls for help. Whether the guard hears a cry for help or

is summoned by the Reception, he must be prepared to rush to a potentially dangerous scene and calm the guests or control a situation.


Escorts The security guard on duty might be called to escort unruly patrons from the property. Loiterers not

registered at the hotel may need an escort off the property, particularly if they are harassing guests.

Administrative Duties They must be available to work set shifts and cover alternate shifts when necessary. After each shift, the

security officer must fill in a report and communicate all activity he encountered during his working time. A thorough report can alert the next shift to areas that need extra attention.

Electricity Must be used accordingly. During the day all lights and heaters must be switched off

Gardens Gardens at the security gate must be neat, tidy and litter free at all times. During the day the garden needs to be watered and water can be obtained from the available waterfall at

the security gate

Staff The head of department must ensure the following regarding staff working at Security

o Staff must be on time to start dutyo Staff must be correctly dressed for their shift including night security vest. Uniform, hands and faces

cleanedo All HR issues regarding staff must be reported to the General Manager or his Assistant immediatelyo Staff discipline and company rules and regulations are vital to the efficient running of the


o Handover meetings between shifts must be Weekly meetings to be conducted with the General Manager or his Assistant

o The off days for the department head will be on a 5 day on 2 day off cycleo No undue fraternizing with general members or staff is allowedo All staff exiting the security gate must provide the necessary document in which approval was giveno All staff exiting the property for work purposes must also provide the necessary documents in which

approval was giveno Should staff not provide the correct documents in point 9 & 10 they will be refused to exit the

propertyo Staff going on their off days don’t need to give a document, but they need to sign the staff log booko All staff leaving the property with bags and parcels must be searched and any suspicious items

reported immediatelyo Instruction form the Head of Department or his Assistant must be adhered to at all timeso As both Maliba Mountain & River Lodge is small operations all staff including security will be moved

to different departments from time to time as management sees fit. These departments will include maintenance and gardens and specific tasks and instructions will have to be adhered to at all times

Maintenance All maintenance issues must be reported to the Maintenance Manager or his Assistant immediately

Guests


All people entering the property must be recorded on the guest arrival sheet Patrols must be carried out on a regular basis the ensure that all movement on the property is noticed Evening patrols must be conducted at both Mountain and River Lodge. Security guards must start at

Mountain Lodge and check for any irregular movement or items. They must then proceed to Staff Village followed by Guesthouse and then make their way to River Lodge. This patrol should be done within a 2 hour period and then started again

Ensure that all unused rooms are locked at the beginning of the night shift Always be polite to all visitors to the lodge Guests visiting the lodge but not staying over is not allowed to bring any alcohol onto the property Any loud, unruly or intoxicated guest must not be permitted onto the property through the security gate Any guests causing noise or disturbances must be dealt with immediately. Should you be unable to calm

the situation the General Manager or his Assistant must be informed immediately. All River Lodge incidents should be reported to the River Lodge Head of Department and be recorded in an incident report book

Reporting All goods leaving the property must be checked and any issues reported to the General Manager or his

Assistant All major events must be reported and recorded in the report book No vendors or unauthorized people are allowed onto the property and any incident must be reported to the

General Manager or his Assistant immediately All reports in the report book must be specific and thorough

Vehicles No staff is allowed to drive vehicles without permission All company vehicles exiting or entering the property must record the details in the vehicle log book All company vehicles must be searched before leaving the property. Any incident or irregular items must

be reported to the General Manager or his Assistant immediately before the vehicle leaves the property

Utilities Work When needed or security is over staffed Employee will cycle into the maintenance/garden department to

assist them with their tasks and/or Projects. Employee will then work normal maintenance shifts.

Garden Staff

Being head of gardening involves the care, planning and propagation of all gardens on the Mountain Lodge Property

Report for weekly meeting with Head of Department To take ownership of the gardens and will be assessed on success or failure of gardens This position is to report to the Maintenance Manager As head Gardener you will Supervise those who are to work with you, Namely the other gardeners In Winter periods you will be involved in planning and other Projects if time so allows


Tasks involved: Hand water and monitor all watering of all gardens (seek advise during drought times from your HOD) Removing weeds from all gardens Placing the Procedures and plans of Management, Directs and Botanist into action. The collection, marking & storage of seeds for seasons to come The planting of new plants and the care of gardens to prevent any open spaces. To report any damage of equipment or any other issue. To request items or plants needed to complete garden tasks. To coordinated with other staff that they follow proper care tactics. To clear and sort out rubbish and compost organic waste as much as possible Trimming of any shrubs or trees and cutting of grass if required Fertilization of gardens and making sure soil is well treated so plants grown properly Removal or trimming of any dead or lifeless plants Maintain a variety of planting of trees, shrubs, vines, perennials, grasses and bulbs Head any landscaping needed to prevent erosion for example Assist with training any staff or interns in agricultural aspects Scouting for pests or diseases that would affect the plants

Room Division Cleaner To clean every section in the rooms and main lodge Clean all areas as per time schedule set by the Lodge Manager. Ensure that all equipment is turned off if you do not have guests checking into the room that day Ensure the rooms are always properly cleaned after a guest checks out, all laundry changed To check there are enough guest supplies in each room. If something is not working or broken this must be reported to the lodge manager immediately Communication and team work are both very important. You are also to help with the cleaning of the main lodge this is broken down in the schedule the lodge

managers will provide you with The cleaning schedules are to be followed. To attend meetings, training courses, drills, etc, as when required. To assist with any other staff in the kitchen To follow any instructions given to you by the lodge managers

Washing Lady To clean every section in the Laundry Clean all laundry as soon as it is sent to the laundry. Ensure that all equipment is turned off before you go home at night. Ensure all equipment is cleaned for the next day’s service. Help clean and tidy the main lodge when required by Managers Communication and team work are both very important. Ensure that guests laundry is cleaned quickly and up to standard and returned to the guests as soon as

possible The cleaning schedules are to be followed. To attend meetings, training courses, drills, etc, as when required. To assist in the kitchen To follow any instruction given to you by Lodge managers.


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