Operations Manager

SUMMARY:
Job Description:
The Operations Manager is responsible for overseeing all aspects of the lodge’s operations, ensuring a seamless and luxurious guest experience while maintaining efficiency and profitability. This hands-on role requires leadership across multiple departments, including housekeeping, front-of-house, food and beverage, maintenance, and guest services. The Operations Manager works closely with department heads to uphold the lodge’s 5-star standards and foster a culture of excellence.
Key Responsibilities:

1. Guest Experience:
• Ensure all guest interactions align with the lodge's luxury service standards.
• Monitor and maintain personalized guest services, addressing feedback and resolving issues promptly.
• Oversee the coordination of guest activities, including game drives, spa treatments, and dining experiences.
2. Team Leadership and Management:
• Supervise department heads across all operational areas, ensuring alignment with lodge goals.
• Recruit, train, and mentor staff, fostering a team culture focused on service excellence.
• Conduct regular performance evaluations and staff development programs.
3. Lodge Operations:
• Oversee daily operations to ensure smooth functioning across all departments.
• Coordinate housekeeping, maintenance, and food and beverage teams to maintain 5-star standards.
• Ensure seamless coordination between front-of-house and back-of-house teams.
4. Financial Management:
• Assist in budgeting, cost control, and financial planning to ensure profitability.
• Monitor operational expenses and identify opportunities for cost-saving without compromising quality.
• Oversee inventory management for supplies, equipment, and stock.
5. Health and Safety:
• Ensure compliance with health, safety, and environmental regulations.
• Maintain and enforce emergency procedures and protocols for guest and staff safety.
• Conduct regular risk assessments of lodge operations.
6. Guest Activities and Event Management:
• Collaborate with guides, chefs, and activity coordinators to create unique, tailored guest experiences.
• Oversee the planning and execution of special events, bush dinners, and celebrations.
7. Maintenance and Infrastructure:
• Ensure the lodge’s infrastructure, including accommodations, communal areas, and vehicles, is well-maintained.
• Work with the maintenance team to schedule repairs and upgrades as needed.
8. Reporting and Administration:
• Prepare and present operational reports to the General Manager and lodge owners.
• Track key performance indicators (KPIs) across departments and implement improvement plans where needed.

POSITION INFO:
Education:

• Diploma/Degree in Hospitality Management, Tourism, or Business Management (preferred).

• Minimum of 5 years’ experience in lodge or hospitality operations management, with at least 2 years in a senior leadership role.
• Proven track record of managing a team in a 4- or 5-star lodge or luxury hospitality environment.

• Strong leadership and team-building abilities.
• Excellent organizational and multitasking skills.
• Financial acumen, with experience in budgeting, cost control, and profit optimization.
• Problem-solving and decision-making skills in high-pressure situations.
• Proficiency in lodge management software (e.g., Opera, Protel) and Microsoft Office.

• Passion for delivering exceptional guest experiences.
• Attention to detail and a commitment to maintaining 5-star standards.
• Adaptability to remote living and the ability to thrive in a team-oriented environment.
• Strong interpersonal skills and cultural sensitivity.

• Valid driver’s license (PDP advantageous).
• First Aid certification (preferred).
• Knowledge of local flora, fauna, and the surrounding area (advantageous).
• Fluent in English; additional languages (e.g., Afrikaans or local dialects) are a plus.
• Willingness to live on-site in a remote location near Lephalale.