Operations Manager

Position Scope

Job Overview

Job Location: Nanyuki Town

Reporting to: Operations Manager

Location: Kongoni Camp
Reports to: Director

Job Purpose
The Operations Manager is responsible for overseeing and coordinating the resort’s overall operations, ensuring all departments work seamlessly to deliver exceptional guest experiences. This role entails strategic planning, resource management, and operational oversight to maintain high standards of service, efficiency, and profitability across the resort. The Operations Manager will work closely with department heads, including Food & Beverage, Housekeeping, Front Office, and Maintenance, to ensure consistent delivery of resort services.

Job Description

Key Responsibilities

Operational Oversight:

• Oversee day-to-day resort operations, including accommodation, food & beverage, housekeeping, and guest services.
• Ensure smooth coordination between all departments to maintain consistent service delivery.
• Develop and implement operational strategies that enhance efficiency and meet business goals.
• Ensure compliance with resort standards, health, safety, and hygiene regulations across all areas.
• Conduct regular inspections of the resort’s facilities and services to ensure they meet quality standards.
• Handle escalated guest complaints, ensuring swift and satisfactory resolutions.

Staff Management:

• Provide leadership and guidance to department heads and supervisors to drive team performance and service excellence.
• Assist in recruitment, training, and development of resort staff, ensuring they are equipped with the necessary skills and knowledge.
• Monitor staff performance through regular appraisals and implement corrective actions where necessary.
• Promote a positive work environment that fosters teamwork, communication, and high morale among staff.

Financial and Budgetary Responsibilities:

• Manage the overall operational budget, ensuring that the resort operates efficiently within financial constraints.
• Work with department heads to optimize resources, control costs, and minimize wastage.
• Review financial reports regularly to monitor performance and profitability, reporting concerns to senior management.
• Collaborate in the procurement process to ensure timely and cost-effective purchasing of supplies and equipment.

Guest Experience Management

• Ensure a high level of guest satisfaction by delivering exceptional experiences throughout the guest's stay.
• Monitor guest feedback through various channels (reviews, surveys) and use insights to improve services.
• Collaborate with the marketing team to develop and promote packages, events, and offerings that enhance guest experiences.
• Take charge of high-profile guest relations and ensure their requirements are met.

Event Management

• Oversee the planning and execution of events (e.g., corporate functions, weddings) to ensure they meet Kongoni Camp’s standards.
• Ensure effective communication between departments during events to provide seamless service.
• Collaborate with the Food & Beverage team to ensure smooth operations during events.

Strategic Planning

• Develop long-term operational plans aligned with the resort's overall business objectives.
• Analyze operational trends, customer preferences, and competitor activities to identify areas for improvement.
• Contribute to decision-making regarding the expansion of services, facility upgrades, or new ventures.  

Facility Maintenance:

• Ensure the resort’s physical infrastructure, including rooms, public areas, and recreational facilities, is maintained to high standards.
• Work with the maintenance team to address repairs and preventive maintenance activities promptly. 

Health and Safety Compliance:

• Ensure that all departments adhere to health, safety, and environmental regulations.
• Oversee compliance with hygiene standards, especially in food service areas.
• Regularly review safety protocols and implement improvements as needed.

Reporting and Communication:

• Prepare detailed reports on resort operations for the General Manager.
• Attend regular management meetings to discuss operational performance, challenges, and solutions.
• Ensure clear and consistent communication across all levels of staff.

Requirements

Qualifications

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field.
• A minimum of 5 years of experience in resort or hotel operations, with at least 2 years in a managerial role.
• Strong leadership and interpersonal skills.
• Excellent communication and organizational abilities.
• In-depth understanding of hospitality management best practices.
• Financial acumen with experience managing budgets and forecasts.
• Ability to work under pressure and resolve conflicts efficiently.
• Knowledge of health, safety, and hygiene regulations in hospitality.

Personal Attributes

• Detail-oriented with a focus on guest satisfaction.
• High integrity and ethical standards.
• Adaptable and proactive in addressing challenges.
• Passionate about hospitality and creating memorable experiences for guests.

Skills