Mpumalanga: Operations Manager (Lodges) posted by Craven Cottage CC

Duties:
 
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 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 labour 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 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 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.
 
Requirements:
 
Grade 12
A formal hospitality qualification
Minimum 5 years’ experience in hospitality operations management, 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.
Familiarity with compliance, health & safety and labour regulations in the hospitality sector.