As the Operations Manager, you will play a pivotal role within the leadership team, overseeing the seamless coordination and management of all guest-facing and operational departments. This position is accountable for ensuring that every aspect of lodge operations functions efficiently, effectively, and in alignment with the companys strategic objectives. Candidate Requirements: At least 5 years experience in operations management, ideally in luxury lodges or hotels. Relevant tertiary qualification in Hospitality Management or a related field (preferred). Sound understanding of compliance requirements, health and safety standards, and labor legislation within the hospitality industry. Strong financial management skills, including budgeting, cost control, and reporting. Demonstrated leadership ability with a proven record of developing, motivating, and managing diverse teams. Exceptional communication and interpersonal skills, with the ability to engage effectively at all levels. Excellent organisational, analytical, and decision-making capabilities. Genuine passion for delivering exceptional guest experiences and maintaining the highest brand standards. Collaborative approach, with the ability to work cross-functionally and partner with senior leadership. Candidate Responsibilities: Operational Leadership & Departmental Oversight Support the General Manager in all aspects of operational management, assuming full responsibility for lodge operations in their absence. Oversee all guest-facing departments, including Food & Beverage, Housekeeping, Guiding, Maintenance, and on-site Reservations coordination. Ensure every department consistently upholds the highest standards of service, safety, and guest satisfaction. Monitor daily operations to proactively identify challenges, implement solutions, and maintain seamless lodge performance. Partner with Heads of Department (HODs) to achieve operational, financial, and service delivery objectives. Financial Management & Performance Collaborate with the Financial Controller to oversee departmental budgets, monitor financial performance, and implement effective cost-control strategies. Manage procurement, stock control, and revenue-generating activities within all operational divisions. Ensure accurate financial reporting, compliance with company policies, and adherence to statutory regulations. Drive initiatives that enhance profitability while safeguarding service quality and guest experience. Human Resource & Staff Development Partner with the HR Business Partner to coordinate recruitment, onboarding, and training for operational teams. Cultivate a positive, inclusive, and high-performing workplace culture rooted in collaboration and respect. Champion staff engagement, development, and retention through regular communication, recognition, and mentorship. Oversee disciplinary procedures, ensuring compliance with labor legislation and internal HR policies. Guest Experience & Service Excellence Lead all guest-facing operations to deliver an exceptional, personalised experience that embodies the company brand. Serve as a key liaison for guest feedback, special requests, and complaints, ensuring swift, professional resolution. Collaborate with the Lodge Manager to continually refine guest offerings, amenities, and activities. Provide senior leadership for the guest experience at the Lodge, ensuring every interaction is welcoming, authentic, and seamless. Offer hands-on guidance to the guest services team, fostering proactive communication, continuous training, and a consistent standard of luxury hospitality. Strategic Planning & Reporting Contribute to the formulation and implementation of lodge strategic objectives and long-term operational plans. Deliver regular performance reports to the General Manager, outlining achievements, challenges, and opportunities for improvement. Implement, monitor, and uphold Standard Operating Procedures (SOPs) to ensure uniformity and compliance across all departments. Collaboration & Stakeholder Engagement Work collaboratively with the General Manager, Lodge Manager, Financial Controller, HR Business Partner, and Support Office to align on business priorities and shared goals. Foster strong communication and cooperation across all departments to ensure operational synergy. Represent the lodge in internal and external meetings, audits, and stakeholder engagements as required. On Offer: Provident fund and medical aid contributions Accommodation, meals and uniform
