Operations Manager

SUMMARY:
This business is built, almost entirely, on the strength of remarkable people who give passionately to their roles, work tirelessly, have the guest experience at the core of their focus daily and care of the sustainability of our communities and environment.  Every single employee makes a huge difference to our success and our contribution to the world, regardless of their role or function.  For this reason, we choose our employees very carefully – they are the strength and the future of this company.

POSITION INFO:

KEY OUTPUTS

• Support the Senior Management in overall responsibility for the effective management and running of the Lodge
• Oversight of butlers, housekeeping, camp managers and bush banqueting teams
• To ensure that service excellence is pursued through innovation and training
• Ensure that an environment, where the company’s Golden Thread and Brand Standard is continuously met and visible throughout the daily functioning of the lodge
• Ensure that the brand is maintained through replacement and order schedules from Buy Design
• Ensuring that a culture of guest delight and service through effort is fostered in the service teams
• Work to drive purpose amongst our teams through ensuring that they know the company’s Impact story
• Support and encourage the company’s life initiatives in your teams
• Ensure that Health and Safety standards are maintained in the company’s camps
• Assisting in the overall day to day management of the lodge, including hosting at various camps to meet guests and monitor guest experience and service
• attention to assisting with Repairs and Maintenance in the Lodge
• Working closely with the guiding team and the interface between service and guiding Teams
• Assist in hosting guests, agents, media and groups
• Liaising on group itineraries
• Management of Bush Banqueting Department
• Constantly evolving the guest experience to ensure we remain cutting edge and meet guests’ expectations
• Oversee staff delight activities
• HR requirements – ensuring that procedures around performance management, annual performance appraisals et are maintained
• Manage uniform issues and orders for all staff. Ensure all staff are wearing correct uniform
• Co-ordinate and manage all lodge and bush events
• Ensure that administrative functions within the camps are maintained and monitored – beverage control
• Ensure that guest information is shared and gathered for all guests arriving or departing to the company’s properties
• Training of your teams and ensuring that training and development plans are monitored and documented
• Liaising with Regional Support Teams on any areas of assistance

KNOWLEDGE REQUIRED 

• At least 5 years’ experience with operations management in a 5 Star Lodge
• Valid Class C driving license
• Bachelor’s Degree, preferably in Hotel Management

SKILLS REQUIRED 

• Energetic, proactive person with well-developed concept of the importance of providing a world class guest experience and the ability to provide that experience
• Aware, evolved, energetic, compassionate, respectable and a strong leader
• Open-minded and able to think outside of the box
• Excellent interpersonal and communication skills
• Confidence in dealing with guests, agents and staff
• Attention to detail
• Diligence and self-motivation to meet deadlines
• Willingness / ability to share information and teach and inspire others
• Passionate about developing individuals and teams in their skillset
• Computer and financial skills
• Good understanding of maintenance and fleet
• Understanding and interest in sustainability

PREVIOUS WORK EXPERIENCE REQUIRED 

• Experience in the service industry especially dealing with operations and guests
• Previous experience in a 5 Star operation

We reserve the right not to make an appointment.

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