Job Description

The Operations Manager plays a pivotal leadership role, overseeing and coordinating all guesta??facing and operational departments to ensure seamless, efficient lodge performance. Acting as the link between senior leadership and operational teams, this position drives standards, supports departmental heads, and cultivates a culture of accountability, collaboration, and continuous improvement. In addition, the Operations Manager holds senior responsibility for shaping and elevating the guest experience at the Lodge.
Core Criteria:

• Minimum 5 years' experience in hospitality operations management, preferably in luxury lodges or hotels.
• Proven leadership and people management skills, with experience in developing and motivating diverse teams.
• Strong financial acumen, including budgeting, reporting, and inventory control.
• Excellent organizational, problem-solving, and decision-making abilities.
• Outstanding communication and interpersonal skills.
• Commitment to delivering world-class guest experiences and upholding brand standards.
• Ability to work collaboratively across departments and with senior leadership.
• Relevant tertiary qualification in Hospitality Management or related field (preferred).
• Familiarity with compliance, health & safety, and labor regulations in the hospitality sector.

KEY RESPONSIBILITIES
Operational Leadership & Departmental Oversight

• Support the General Manager with all aspects of Operational management and assume total responsibility for the operations of the business unit in the General Manager's absence.
• Oversee all guest-facing departments: Food & Beverage, Housekeeping, Guides, Maintenance, and the on-site coordination of Reservations information.
• Ensure operational departments deliver consistently high standards of service, safety, and guest satisfaction.
• Monitor daily operations, proactively identifying and resolving issues to maintain seamless lodge functioning.
• Support Heads of Department (HODs) in achieving operational, financial, and service goals.

Financial Management & Performance

• Collaborate with the Financial Controller to manage departmental budgets, monitor financial performance, and implement cost-control measures.
• Oversee inventory management, procurement, and revenue generation activities within operational departments.
• Ensure accurate financial reporting and compliance with company policies and regulatory requirements.
• Drive initiatives to maximize profitability while maintaining quality and guest experience.

Human Resources & Staff Development

• Coordinate recruitment, onboarding, and training for operational teams in partnership with the HR Business Partner.
• Foster a positive, inclusive, and high-performance workplace culture.
• Champion staff welfare, engagement, and retention through effective communication, recognition, and support.
• Oversee disciplinary actions, compliance with labor laws, and implementation of HR policies.

Guest Experience & Service Excellence

• Ensure all guest-facing operations deliver exceptional, personalized experiences that reflect the brand.
• Act as a key point of contact for guest feedback, complaints, and special requests, ensuring prompt and professional resolution.
• Collaborate with the Lodge Manager to enhance guest offerings, amenities, and activities.
• As senior leadership of the guest experience at the Lodge, ensuring exceptional guest interaction and create a welcoming, authentic, and seamless stay. This includes hands-on leadership of the guest services team, proactive communication, issue resolution, and continuous training and development of all lodge team members to maintain the highest standards of luxury service and hospitality.

Strategic Planning & Reporting

• Contribute to the development and execution of lodge strategic plans and objectives.
• Provide regular operational performance reports to the General Manager, highlighting achievements, challenges, and opportunities.
• Implement and monitor Standard Operating Procedures (SOPs) to ensure consistency and compliance across departments.

Collaboration & Stakeholder Engagement

• Work closely with the General Manager, Lodge Manager, Financial Controller, HR Business Partner, and Support Office to achieve shared goals.
• Facilitate effective communication and collaboration between departments.
• Represent the lodge in meetings, audits, and external engagements as required.

This is a live-in position

Skills Required