Operations Manager

Position Title

Operations Manager

Reports To

General Manager

Location:  Livingstone, Zambia

Primary Focus

Lodge operations, F&B performance, service delivery, cost control, and senior team support

Role Purpose

The Operations Manager will support the General Manager in overseeing the day-to-day operations of the lodge, ensuring consistent service delivery, stronger operational discipline, clear departmental accountability, and improved financial performance.

This is a senior, hands-on leadership role with responsibility across the full lodge operation, including Food & Beverage, Front Office, Housekeeping, Maintenance, Guest Experience, and general service standards.

Position Summary

The successful candidate must be visible and active in the operation, working closely with department heads to identify gaps, correct service and cost inefficiencies, and support a stronger senior management structure. The role is intended to add operational capacity and leadership depth, not simply create an additional management layer.

Key Responsibilities

• Support the General Manager in the daily running of the lodge and act as second-in-command when required.
• Provide operational leadership across all departments, with particular focus on F&B, service delivery, cost control, and team accountability.
• Work closely with the F&B Manager, Executive Chef, Front Office, Housekeeping, Maintenance, and other department heads to ensure smooth coordination between departments.
• Drive improved F&B standards, including guest service, menu execution, stock control, cost management, team discipline, and overall guest experience.
• Monitor operational costs in relation to revenue and work with department heads to reduce unnecessary spend without compromising guest standards.
• Assist with improving GOP performance through stronger operational controls, labour planning, stock management, purchasing discipline, and daily follow-up.
• Ensure service standards are consistently implemented and maintained across the property.
• Conduct regular operational walkabouts, inspections, and service checks to identify issues and ensure corrective action is taken.
• Support, coach, and develop department heads and supervisors to improve leadership capability and accountability.
• Assist with staff training, performance management, and internal development.
• Work with the General Manager to develop and implement operational procedures, standards, and reporting structures.
• Handle guest complaints and operational issues promptly and professionally.
• Provide regular feedback to the General Manager on operational performance, challenges, risks, and areas requiring attention.

Key Focus Areas

F&B operational improvement

Cost control and waste reduction

Service consistency and guest satisfaction

Departmental accountability

Senior management support

Staff leadership and development

Front Office / Rooms Division Support

Improved communication between departments

GOP improvement through stronger operational discipline

Required Experience and Skills

• Previous experience in a senior hotel, lodge, resort, or hospitality operations role.
• Strong operational background, ideally with solid F&B exposure.
• Proven ability to manage department heads and lead teams across multiple departments.
• Good understanding of cost control, stock management, labour planning, and operational financial performance.
• Strong guest service background and ability to maintain high service standards.
• Hands-on leadership style with the ability to be visible in the operation.
• Strong communication, problem-solving, and decision-making skills.
• Ability to support the General Manager with property-wide oversight and daily operational follow-through.
• Experience in remote lodge, resort, or safari hospitality operations would be an advantage.

Leadership Profile

The ideal candidate should be service-driven, and comfortable operating in a lodge environment where visible leadership and daily follow-through are essential. The person must be able to work through department heads while also stepping into the operation when needed to resolve issues, support teams, and maintain guest standards.