Operations Manager

SUMMARY:
As the senior operational leader at the lodge, the successful candidate will be responsible for ensuring that every aspect of the operation works seamlessly, from the guest journey and service delivery to team performance, operational standards and financial discipline. The role calls for an experienced and highly visible hospitality leader who leads from the floor, develops people and consistently inspires the team to deliver memorable experiences.

POSITION INFO:
Key Responsibilities ➢ Lead and manage the Heads of Department (HOD) team across all operational areas, including health & safety and staff welfare ➢ Ensure the guest experience consistently meets and exceeds luxury hospitality standards ➢ Oversee and enforce operational procedures and service standards across all departments ➢ Maintain lodge infrastructure and facilities in line with company standards and expectations ➢ Delegate daily responsibilities to HODs, ensuring clear communication of duties and performance expectations ➢ Monitor team productivity and provide ongoing, constructive feedback and support ➢ Drive financial efficiency through effective cost control and implementation of cost-saving initiatives ➢ Engage with guests in a professional and welcoming manner, handling queries and resolving concerns promptly ➢ Report regularly to the General Manager on operational performance and key developments ➢ Foster a safe, healthy, and supportive working environment, including oversight of staff accommodation and meals ➢ Ensure clear and consistent communication between management and departmental teams ➢ Build and maintain strong relationships with the local community, suppliers, and contractors ➢ Uphold and communicate the vision, mission, and values of the company to all team members Skills & Competencies ➢ Strong operational knowledge across all lodge departments, including front office, housekeeping, food & beverage, and maintenance ➢ Sound understanding of labour legislation in South Africa ➢ In-depth knowledge of health & safety regulations and compliance standards within the hospitality industry ➢ Solid understanding of fair labour practices and HR procedures ➢ Excellent verbal and written communication skills, with the ability to engage confidently at all levels ➢ Strong time management and project management capabilities, with the ability to prioritize effectively ➢ Proven leadership skills, with the ability to motivate, inspire, and lead by example in a team-driven environment Experience & Qualifications ➢ Minimum 5 years' experience in lodge or hotel operations, with at least 2-3 years in a senior operational or management role ➢ Previous experience within a 4- or 5-star luxury lodge, hotel, or hospitality environment ➢ Proven experience leading and managing Heads of Department and multidisciplinary operational teams ➢ Strong hands-on experience across key lodge departments, particularly Front Office, Housekeeping, Food & Beverage, Guest Services and Maintenance ➢ Demonstrated experience in guest relations, service delivery and handling guest concerns ➢ Practical experience with budgets, cost control, stock management and operational financial controls ➢ Working knowledge of South African labour legislation, health and safety requirements and HR processes ➢ Relevant qualification in Hospitality Management, Hotel Management or a related field would be advantageous ➢ Previous game lodge or safari lodge experience would be highly advantageous ➢ Valid driver's licence