Position OverviewThe Operations Manager is responsible for the overall day-to-day management of lodge operations, ensuring exceptional guest experiences, operational efficiency, and adherence to 5-star standards. This role oversees all departments, supports the General Manager, and ensures seamless coordination between hospitality, guiding, housekeeping, food & beverage, and maintenance teams.The ideal candidate is a hands-on hospitality leader with strong operational control, staff management skills, and a passion for luxury safari experiences.Key Duties & ResponsibilitiesOperational ManagementOversee daily lodge operations across all departmentsEnsure delivery of 5-star guest service standardsSupport and act on behalf of the General Manager when requiredMonitor service quality and guest satisfactionConduct daily operational briefingsImplement and maintain SOPs and lodge standardsManage lodge logistics and workflowGuest ExperienceHost guests and ensure personalized serviceHandle guest concerns and feedback professionallyOversee special occasions and VIP hostingEnsure seamless guest journeys from arrival to departureMaintain luxury brand standardsStaff ManagementSupervise, train, and mentor department heads and staffManage staff schedules and performancePromote a positive team cultureEnsure compliance with HR policies and proceduresConduct performance reviews and coachingFinancial & Administrative ControlMonitor budgets and operational expensesAssist with stock control and procurement oversightSupport financial reporting and cost controlEnsure accurate record keepingManage supplier relationshipsHealth, Safety & ComplianceEnsure adherence to safety and environmental standardsOversee emergency procedures and risk managementMaintain compliance with lodge regulationsPromote conservation and sustainability practices

Qualifications & Requirements

• Diploma or Degree in Hospitality Management or related field
• Minimum 4–6 years luxury lodge management experience
• Proven leadership in a 5-star environment
• Strong operational and financial acumen
• Excellent guest relations skills
• Staff management and training experience
• Knowledge of lodge systems and reservations software
• Strong organizational and multitasking ability
• Ability to live and work in a remote environment
• Professional presentation and communication
• Passion for hospitality and conservation

Key Competencies

• Leadership and team development
• Problem-solving and decision-making
• Attention to detail
• Guest-centric mindset
• Time management
• Conflict resolution
• Adaptability under pressure