Operations Manager

SUMMARY:
The Lodge Operations Manager is responsible for overseeing the daily operations of the lodge, ensuring exceptional guest experiences, operational efficiency, and the highest standards of service delivery. This role manages all lodge departments, including Front Office, Housekeeping, Food & Beverage, Guest Relations, and Activities, while ensuring that operational standards, financial targets, and company procedures are consistently achieved.
The ideal candidate will have strong leadership skills, luxury hospitality experience, and the ability to manage a remote lodge environment while maintaining excellent guest service standards.

• Oversee and manage all daily lodge operations to ensure smooth and efficient service delivery.
• Ensure all departments operate according to company standards and procedures.
• Conduct daily operational briefings with department heads and staff.
• Monitor service standards and implement improvements where required.
• Ensure a seamless guest journey from arrival to departure.
• Manage operational challenges and resolve guest concerns professionally.

• Maintain exceptional luxury hospitality standards.
• Build strong relationships with guests and ensure personalised service.
• Conduct guest interactions, including welcome meetings, feedback sessions, and farewell engagements.
• Handle guest complaints professionally and ensure effective resolution.
• Monitor guest satisfaction and implement service improvements.

• Lead, motivate, and develop lodge staff across all departments.
• Manage departmental managers and supervisors.
• Assist with recruitment, onboarding, training, and performance management.
• Conduct regular staff meetings and performance discussions.
• Promote teamwork, accountability, and a positive working culture.
• Ensure staff adhere to grooming, conduct, and service standards.

• Work closely with the Executive Chef and F&B team to ensure quality dining experiences.
• Monitor meal service standards and guest feedback.
• Ensure effective communication between kitchen and front-of-house teams.
• Assist with menu planning, stock control, and cost management where required.

• Oversee reservations, arrivals, departures, and guest profiles.
• Ensure accurate communication between reservations and lodge operations.
• Monitor room readiness and housekeeping standards.
• Assist with VIP arrivals and special guest requests.

• Assist with preparing and managing operational budgets.
• Monitor departmental expenses and cost control measures.
• Manage stock levels and operational purchasing.
• Ensure accurate reporting and administrative procedures.
• Identify opportunities to improve profitability and operational efficiency.

• Ensure compliance with health, safety, and environmental regulations.
• Maintain company policies and standard operating procedures.
• Ensure high standards of hygiene and housekeeping.
• Assist with internal audits and quality assurance inspections.

• Liaise with maintenance teams to ensure facilities are maintained.
• Report and follow up on maintenance issues.
• Ensure guest areas and staff facilities are kept to required standards.

• Coordinate with guides and activities teams to ensure smooth guest experiences.
• Ensure activities are delivered safely and professionally.
• Assist with guest itineraries and special experiences.

POSITION INFO:
Minimum Requirements Diploma or Degree in Hospitality Management, Tourism, or related field. Minimum 5 years' experience in luxury hospitality operations . Previous experience as a Lodge Operations Manager, Assistant General Manager, Lodge Manager, or similar senior operational role. Experience working within a luxury lodge, safari lodge, or remote hospitality environment preferred. Strong understanding of all lodge departments and operational procedures. Qualifications Hospitality Management qualification advantageous. Food Safety/HACCP certification advantageous. First Aid certification advantageous. Driver's licence required. Technical Skills Strong knowledge of lodge and hotel operations. Experience managing Front Office, Housekeeping, Food & Beverage, and Guest Relations departments. Knowledge of Opera PMS or other hotel management systems advantageous. Understanding of budgeting, cost control, and financial reporting. Proficiency in Microsoft Office. Knowledge of luxury service standards and guest experience management. Core Competencies Strong leadership and people management skills. Excellent communication and interpersonal abilities. Exceptional guest service orientation. Strong organisational and planning skills. Ability to work under pressure in a remote environment. Excellent problem-solving and decision-making abilities. Financial awareness and commercial understanding. Ability to manage multiple departments simultaneously. Personal Attributes Passion for luxury hospitality and guest experiences. Professional and well-presented. Hands-on management approach. Strong work ethic and integrity. Adaptable and flexible. Positive attitude and team-focused. Calm and confident under pressure. Key Performance Indicators (KPIs) Guest satisfaction scores and reviews. Operational efficiency across all departments. Achievement of service standards. Staff performance and retention. Cost control and budget adherence. Successful completion of audits and inspections. Effective handling of guest feedback and complaints. Maintenance of luxury hospitality standards. Team development and training progress. Working Conditions Based at a luxury lodge or safari destination. May require live-in accommodation depending on lodge location. Flexible working hours, including weekends, public holidays, and evenings. Requires hands-on involvement in daily lodge operations. May involve working in remote locations with limited access to urban facilities.