Operations Manager

Overview

Operations Manager role at MORE Collection

Location : Sabi Sand, South Africa

Reports to : General Manager

Direct Reports : Lodge Manager, Management Anchor, Maintenance Manager, Executive Housekeeper, Executive Chef, Spa Manager

About Lion Sands Sabi Sand : Lion Sands Sabi Sand is a premier safari destination, renowned for its luxury lodges, exceptional guest experiences, and commitment to conservation.

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, ensure 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.

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