Operations Manager at MORE Family Collection

Position Overview

• The Operations Manager is a key member of the leadership team, responsible for the effective management and coordination of all guest-facing and operational departments. This role ensures that every aspect of lodge operations runs smoothly, efficiently, and in alignment with the company’s strategic goals. The Operations Manager acts as a bridge between the General Manager and the operational teams, driving performance, supporting departmental heads, and fostering a culture of accountability, collaboration, and continuous improvement. This role will also assume senior leadership of the guest experience at Ivory Lodge.

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 Lion Sands 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 Ivory 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.

Skills & Experience

• 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.

What We Offer

• The opportunity to lead operations in one of Africa’s most iconic safari destinations.
• A passionate, supportive team environment focused on excellence and conservation.
• Competitive remuneration and benefits.
• Opportunities for professional growth, training, and career advancement.
• The chance to make a meaningful impact on guest experiences and the future of sustainable tourism

Closing Date: !4th November,2025