Operations Manager

2 weeks ago

Cape Town, South Africa ABC Worldwide (Pty) Ltd Full time

**Operations Manager**

**Location: Tented Camp near Nairobi, Kenya**

This business is built, almost entirely, on the strength of remarkable people who give passionately to their roles, work tirelessly, have the guest experience at the core of their focus daily and care of the sustainability of our communities and environment. Every single employee makes a huge difference to our success and our contribution to the world, regardless of their role or function. For this reason, we choose our employees very carefully - they are the strength and the future of this company.

**KEY OUTPUTS**

**Managerial**
- Overall responsibility for the effective management on all levels
- Overall management of all operational management at the Tented Camp and direct support to the Management Team including Security, Chefs and Guiding Team
- Development, Training and relief schedules of all direct reports management
- Overall responsibility for all permanent and seasonal staff at KTTC and the creating of an environment of learning and development within the company values
- Overall communication between General Management, HOD’s and general staff departments through all levels
- Managing HR issues and industrial relations procedures
- Managing the Tented Camp in absence of General and Assistant General Manager

**Financial**
- Assisting in creation of lodge budget in conjunction with the General Manager and Lodge accountant
- Active management of stocks in the Camp such as crockery and cutlers, linen, operational items, spa stocks and safari shop stocks
- Create an environment of care for equipment, saving and sustainability

**Operational**
- Management of all Guests areas and exceeding of guest expectations
- Overall accountability of following up on all maintenance in ALL front of house areas
- Overall accountability to live the company behaviours and implement a culture of care and learning
- Daily, monthly and weekly training of Housekeeping, Butlers, Cleaners etc.
- Daily, monthly and weekly training of all Service departments within company standards
- Assist with daily hosting during mealtimes, welcome, check in etc.
- Coordinating of reception for day sheets, reservations, VIPs, special requests and guest movements
- Assist with daily/weekly/monthly departmental meetings
- Provide support and guidance to the Head Housekeeper with Rooms checks, room maintenance and upkeep of company standard in the rooms
- Provide support and guidance to F&B Supervisor and Service Teams with Main area checks and upkeep of company standards in service
- Implementing and follow up on Development plan and performance management of F&B Supervisor and Lodge Staff
- Coordinate and actively oversee the exceeding of guest expectations and guest delights
- Overall accountability for Leave cycles of Service staff, Reception and Safari Shop
- Daily and weekly meetings with Assistant GM and GM for smooth operations and updates at the Camp
- Daily and weekly feedback to Reservations on Agents, bookings etc.
- Implementing of new standards, equipment and active participation into the company culture
- Implementing of Fox Browne feedback, regional feedback and adhere to the company standards at all times
- Creating an environment where the company Golden Thread is continuously met and visible throughout the daily functioning of the lodge

**Values**
- Active recognition of employees
- Drive and support company life initiatives
- Drive sustainability initiatives and clean ups
- Drive and support community development projects in conjunction with the Africa Foundation
- Implement annual and monthly training plan in conjunction with the General Manager for all front of house departments, structure external training and exchanges with other lodges where possible
- Maintain and implement skills development plan in line with the General Managers vision

**Guests**
- Supporting F&B Supervisor in hosting all agents and single guests
- Responsibility to deal with guest complaints and anticipation of guest needs to exceed the guest experience
- Make sure standards are met for an extraordinary guest experience
- Oversee feedback to agents, other lodges, reservations etc.

**SKILLS REQUIRED**
- Energetic, proactive person with well-developed concept of the importance of providing a world-class guest experience and the ability to provide that experience
- Aware, evolved, energetic, compassionate, respectable and a strong leader
- Lateral thinking ability
- Initiative
- Must be able to cope under pressure to meet guests needs
- Excellent interpersonal and communication skills with staff and guests
- Attention to detail
- Diligence and self-motivation to meet deadlines
- Willingness/ability to share information, teach and inspire others
- Very strong administrative skills
- Basic Computer and financial skills

**PREVIOUS WORK EXPERIENCE REQUIRED**
- Experience in the service industry especially in dealing with guests and staff
At least 3 years’ experience as an

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