Operation Manager (Suyian_Ops Manager)

Every day, over 2,000 &Beyonders set out to leave our world a better place by delivering an extraordinary guest experience. We have shared this ethos, of caring for the land, wildlife, and people, since our inception in 1991; where a humble pledge was made in Africa and, now, applies to three continents.

We are looking for an Operation Manager (Suyian_Ops Manager) to support our lodge operations, supervise various department teams, and ensure high quality standards are maintained to maximize guest experience.

Key Responsibilities

• Supervision & Leadership: Supervise the Safari Shop Hosts, Night Porters, housekeeping team, maintenance teams, and Massage Team, providing daily briefings, feedback, and fostering a culture of excellence.
• Operational Liaison: Act as the liaison between department heads and the Lodge Manager, ensuring seamless daily operations and high guest-facing standards.
• Guest Engagement: Proactively engage with guests, hosting meals, addressing concerns, and supporting teams during peak periods.
• Quality & Performance: Attend HoD meetings, conduct operational walkthroughs, and review guest feedback to maintain and improve standards. Submit performance reports, analyse trends, and identify opportunities for operational improvements and cost savings.
• Training & Mentorship: Facilitate training sessions for direct reports and mentor team members for leadership growth.

Relief Responsibilities

• Lodge Management Cover: Oversee lodge operations during Lodge Managers' absences, ensuring consistency across departments.
• F&B Operations: Perform F&B Manager duties, coordinating kitchen and service teams, managing stock and costs, and ensuring guest satisfaction.
• Housekeeping Oversight: Manage housekeeping schedules, inspect guest and staff accommodations, and ensure cleanliness and presentation meet lodge standards.
• Sustainability & Alignment: Align operational activities with long-term objectives and sustainability goals, providing detailed handovers for returning managers.
• Guest Relations: Ensure seamless service during managerial transitions, act as the primary contact for guest requests, and maintain a visible lodge presence to enhance guest experience.

Knowledge and Skills Required

• Strong leadership and team management abilities.
• Excellent communication and guest engagement skills.
• Operational oversight experience, with a focus on hospitality standards.
• Proficiency in reporting, analysis, and identifying cost-saving opportunities.
• Ability to manage multiple responsibilities, including relief roles for key managers.

Personal Characteristics

• Highly organized with excellent multitasking skills.
• Proactive problem-solver with a focus on guest satisfaction.
• Adaptable and resourceful in high-pressure situations.
• Collaborative leader with a commitment to team development and excellence.
• Detail-oriented with a strong commitment to operational and service standards.