JO-ANN PIENAAR
Griekwastad
Summary
Dedicated and results-driven hospitality professional with over eight years of experience leading lodge operations, managing high-performing teams, and delivering exceptional guest experiences across luxury safari lodges and wilderness destinations. Passionate about creating memorable stays, optimising operational efficiency, and driving team excellence. Seeking to leverage extensive leadership and operations expertise in a Hospitality Operations Manager role where service quality and guest satisfaction are top priorities.
Committed to excellence, integrity, and creating unforgettable guest experiences through teamwork, innovation, and continuous improvement.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Lodge Manager
Sanbona Wildlife Reserve
04.2023 - Current
- Lead daily lodge operations, ensuring seamless guest experiences and adherence to the highest service standards.
- Oversee a multidisciplinary team, managing recruitment, training, scheduling, and performance evaluations.
- Coordinate all aspects of lodge operations including maintenance, guest services, housekeeping, and food & beverage.
- Ensure health and safety protocols are followed and compliance standards are consistently met.
- Work closely with senior leadership to optimise operational costs, increase efficiency, and maintain profitability.
- Manage guest relations, resolve complaints promptly, and enhance satisfaction through personalised service.
Relief Manager
Simbavati Cederberg Ridge Wilderness Lodge
03.2022 - 04.2023
- Managed lodge operations for a property with 11 beds, ensuring seamless service delivery and high guest satisfaction.
- Supervised and mentored staff to maintain brand standards and deliver exceptional hospitality.
- Oversaw administrative processes, inventory management, and operational logistics.
- Collaborated with maintenance teams and suppliers to ensure property upkeep and smooth daily operations.
- Acted as the primary point of contact for guests, handling inquiries, complaints, and special requests with professionalism.
Assistant Lodge Manager
Tswalu Kalahari Reserve
04.2019 - 04.2021
- Supported the Lodge Manager in the day-to-day operation of two luxury lodges with a combined capacity of 34 beds.
- Managed front-of-house operations, staff scheduling, and guest experience delivery.
- Oversaw maintenance, logistics, and administrative tasks to ensure operational efficiency.
- Coordinated interdepartmental communication to support seamless service across all guest touchpoints.
- Played a key role in staff onboarding and training, contributing to improved service quality and team performance.
Duty Manager
Tswalu Kalahari Reserve
08.2017 - 04.2019
- Oversaw all lodge operations during assigned shifts, including front-of-house, guest relations, and team supervision.
- Trained and supported new hires, ensuring adherence to company policies and service standards.
- Handled guest complaints, special requests, and VIP needs with discretion and professionalism.
- Managed stock counts, completed arrival and departure documentation, and assisted in administrative reporting.
- Served as Acting Lodge Manager when required, providing leadership continuity.
Waitress
Tswalu Kalahari Reserve
04.2016 - 08.2017
- Delivered exceptional table service and created memorable guest dining experiences.
- Provided menu recommendations, took orders, and coordinated with kitchen staff to ensure timely service.
- Presented and served wine selections with confidence and product knowledge.
- Contributed to a welcoming, high-standard dining environment through attention to detail and guest engagement.
Education
National Senior Certificate - Accounting
Karrikamma High School
South AfricaSkills
- Strategic Leadership
- Team Development
- Guest Experience Management
- Service Excellence
- Operational Efficiency
- Cost Control
- Staff Training
- Mentorship
- Performance Management
- Cross-Departmental Coordination
- Problem-Solving
- Health & Safety Compliance
- Risk Management
- Advanced Microsoft Office Suite
- Lodge Management Systems
- Front-of-House Management
- Guest Relations Management
- Operations Coordination
- Administrative Oversight
- Financial Awareness
- Budget Support
- Conflict Resolution
- Maintenance Scheduling
- Vendor Liaison
Certification
- First Aid Level 3
- 4x4 Training
- Snake Handling Certification
- Beverage Intelligence - 'Under the Influence'
- Basic Wine Knowledge
- Life Orientation Certificate
- PAN Strat, Tall Order, ResRequest System Training
- Sage Accounting Software Training
Accomplishments
- Successfully led multi-department lodge operations, improving guest satisfaction scores and maintaining consistently high service standards.
- Streamlined administrative and operational processes, resulting in improved team efficiency and measurable cost savings.
- Oversaw and trained multidisciplinary teams, enhancing service delivery and improving staff retention.
- Implemented maintenance and safety protocols to ensure smooth daily operations and superior guest experiences.
References
- Danie Jacobs, Operations Manager, Tswalu Kalahari Reserve, danie@royalmalewane.com, +27 84 250 7644
- Marilie Prinseloo, Motse Lodge Manager, Tswalu Kalahari Reserve, marilie.prinseloo@tswalukalahari.com, +27 82 388 0137
- Sylvia Van der Merwe, HR Manager, Tswalu Kalahari Reserve, sylvia.vandermerwe@tswalukalahari.com, +27 60 612 5015
- Leisha Parsons, General Manager, Simbavati Cederberg Ridge Wilderness Lodge, leaisha@simbavati.com, +27 73 832 8066
- Paul Voster, General Manager, Sanbona Wildlife Reserve
Professional Values
Committed to excellence, integrity, and creating unforgettable guest experiences through teamwork, innovation, and continuous improvement.
Languages
English
Proficient
C2
Timeline
Lodge Manager
Sanbona Wildlife Reserve
04.2023 - Current
Relief Manager
Simbavati Cederberg Ridge Wilderness Lodge
03.2022 - 04.2023
Assistant Lodge Manager
Tswalu Kalahari Reserve
04.2019 - 04.2021
Duty Manager
Tswalu Kalahari Reserve
08.2017 - 04.2019
Waitress
Tswalu Kalahari Reserve
04.2016 - 08.2017
National Senior Certificate - Accounting
Karrikamma High School