Operations Manager

SUMMARY:
Position Overview
The Operations Manager is responsible for the overall day-to-day management of lodge operations, ensuring exceptional guest experiences, operational efficiency, and adherence to 5-star standards. This role oversees all departments, supports the General Manager, and ensures seamless coordination between hospitality, guiding, housekeeping, food & beverage, and maintenance teams.
The ideal candidate is a hands-on hospitality leader with strong operational control, staff management skills, and a passion for luxury safari experiences.
Key Duties & Responsibilities
Operational Management

• Oversee daily lodge operations across all departments
• Ensure delivery of 5-star guest service standards
• Support and act on behalf of the General Manager when required
• Monitor service quality and guest satisfaction
• Conduct daily operational briefings
• Implement and maintain SOPs and lodge standards
• Manage lodge logistics and workflow

• Host guests and ensure personalized service
• Handle guest concerns and feedback professionally
• Oversee special occasions and VIP hosting
• Ensure seamless guest journeys from arrival to departure
• Maintain luxury brand standards

• Supervise, train, and mentor department heads and staff
• Manage staff schedules and performance
• Promote a positive team culture
• Ensure compliance with HR policies and procedures
• Conduct performance reviews and coaching

• Monitor budgets and operational expenses
• Assist with stock control and procurement oversight
• Support financial reporting and cost control
• Ensure accurate record keeping
• Manage supplier relationships

• Ensure adherence to safety and environmental standards
• Oversee emergency procedures and risk management
• Maintain compliance with lodge regulations
• Promote conservation and sustainability practices

POSITION INFO:
Qualifications & Requirements

• Diploma or Degree in Hospitality Management or related field
• Minimum 4–6 years luxury lodge management experience
• Proven leadership in a 5-star environment
• Strong operational and financial acumen
• Excellent guest relations skills
• Staff management and training experience
• Knowledge of lodge systems and reservations software
• Strong organizational and multitasking ability
• Ability to live and work in a remote environment
• Professional presentation and communication
• Passion for hospitality and conservation

• Leadership and team development
• Problem-solving and decision-making
• Attention to detail
• Guest-centric mindset
• Time management
• Conflict resolution
• Adaptability under pressure