Byappointment Africa
Bespoke Recruitment

Operations Manager

Job Ref:

Reports to: General Manager

Direct Reports:

  •  Procurement Officer
  •  Equipment, Fleet & Maintenance Officer
  •  Camp Managers

Department: Operations – Camps

Workstation: Nairobi and Kenya property locations

Job Purpose

The Operations Manager will lead the Operations department in Kenya, ensuring the company’s culture and vision are reflected across all safari properties. This role involves managing the operations team and in-house safari services, focusing on trip profitability and ongoing operational innovation. The Operations Manager collaborates closely with internal teams such as Sales, Finance, and People & Culture (P&C) to deliver seamless operations that meet or surpass guest expectations.

Key duties and responsibilities

Operations Management and Logistics Coordination:

  • Responsible for the day to day running of property operations.
  • Manage transportation, procurement and other logistical arrangements for all properties to ensure smooth guest experiences.
  • Identify recruitment needs and assist the P&C department in recruiting.
  • Ensure optimum resource allocation, including personnel, vehicles, and equipment, to maximize efficiency and minimize costs.
  • Analyzing, monitoring, and reporting on expenditures and compliance tools.
  • Advise top leadership on issues impacting service delivery or quality and propose solutions.
  • Ensure compliance with relevant legislations.

Company Standards & Procedures:

  • Maintain and uphold company standards in property operations, customer service, vehicle operations, Guest Relations and supplier services.
  • Vet and identify suitable third-party suppliers for safari operations in alignment with company policies.
  • Ensure sustainable and environmentally friendly practices.
  • Review and implement Corporate Social Responsibility initiatives to enhance the company’s impact.
  • Regularly review and enhance procedures to ensure efficiency and effectiveness.
  • Identify and initiate process improvement opportunities. Update and maintain a procedures manual covering all aspects of operations.
  • Implement and monitor the correct utilization of the procedure’s manual across the operations department.
  • Identify and mitigate operational risks ensuring the safety and security of guests and employees.
  • Implement quality control measures to uphold service standards and address any issues or discrepancies promptly.
  • Support the People & Culture team in educating employees on company policies, procedures, and processes.

Strategic Planning:

  • Participate in the development and implementation of the company’s strategic goals and objectives.
  • Aligning operational activities with overarching business strategies.
  • Identify opportunities for process optimization and efficiency gains, driving initiatives to streamline operations and enhance productivity.
  • Participate in the planning and execution of expansion initiatives, including new destinations, products, or services, to drive business growth.
  • Enhance customer experience by collaborating with the sales and guest relations teams to ensure excellence in customer experience, leveraging feedback and insights to make data-driven improvements.

Budgeting, Expenditure and Forecasting:

  • Take charge in the creation and maintenance of the operational budget. Works collaboratively with other departmental heads to understand resource needs and allocate funds accordingly.
  • Develop and manage budgets for capital expenditures related to infrastructure, equipment, technology, and other assets necessary for property and vehicle operations.
  • Evaluate proposed expenditures to determine their necessity and alignment with organizational objectives. This involves scrutinizing the cost-effectiveness of various options and considering potential alternatives.
  • Oversee the process of sourcing, purchasing, and leasing assets required for operations, negotiating contracts with vendors and suppliers to ensure cost-effectiveness and quality.
  • Evaluate potential risks associated with proposed expenditures, assess whether the benefits outweigh the risks and whether the expenditure aligns with the organization’s risk tolerance.
  • Coordinate capital projects from inception to completion, working closely with cross-functional teams including Finance, Guest Relations, Sales, People & Culture to ensure timely execution and adherence to budgetary constraints.
  • Ensure that all expenditures comply with organizational policies, procedures, and relevant regulations. This includes verifying that necessary approvals are obtained and that expenditures are properly documented.
  • Provide regular reports on expenditure patterns, budget variances, and performance metrics to senior management with the view of understanding how resources are being utilized and identifies areas for improvement.
  • Continuously review and refine expenditure approval processes to enhance efficiency, accuracy, and transparency. They solicit feedback from stakeholders and incorporate lessons learned from past experiences.
  • Develop strategies for the optimal utilization and maintenance of capital assets throughout their lifecycle, including replacement planning and disposition.
  • Establish key performance indicators (KPIs) to measure the effectiveness of capital investments and regularly report on performance to senior management, identifying areas for improvement and optimization.
  • Monitor discretionary funds and approve requisitions and payments.
  • Review operations for cost-effectiveness and recommend improvements for profitability.

Communication and Collaboration:

  • Collaborate closely with other departments such as sales, finance, and people & culture to ensure alignment and cohesion across the organization.
  • Communicate effectively with stakeholders, including clients, suppliers, and regulatory authorities, to build and maintain positive relationships.
  • Act as a point of contact and lead crisis management efforts in the event of emergencies or unexpected disruptions to operations.

Team Leadership:

  • Lead and motivate a diverse team of operations staff, fostering a collaborative, result driven and high-performance work culture.
  • Foster good discipline amongst employees and undertake disciplinary action as required in collaboration with the P&C department.
  • Establish training needs with the P&C department and develop and implement a schedule to enhance the skills and capabilities of team members, ensuring alignment with organizational objectives.
  • Provide in-house training and development opportunities and assist in identifying specialist trainers and courses as required.
  • Establish key performance indicators (KPIs), conduct regular performance evaluations, providing constructive feedback, coaching/mentoring team members on need basis and recognizing good performance to drive continuous improvement.
  • Be an ambassador of the organization in upholding the values and ethos of the company.

Occasional duties:

  • Relief Property Management
  • Assist with EFMO & Procurement duties as required

Working relationships

  • Internal Relationships: Sales, Finance, P&C
  • External Relationships: Contractors, Suppliers

Knowledge, experience, and qualifications required.

  • Experience in small, boutique camp or lodge safari operations is required.
  • Minimum of 5 years of experience as a senior manager, including project management.
  • A degree in hospitality management, Tourism, project management, Business Administration, economics or a related field is an advantage.

Competencies

Technical Skills

  • In-depth knowledge of camp or lodge operations and industry best practices.
  • Familiarity with Kenya regulations and requirements.
  • Budget management and financial acumen.
  • Proficiency in relevant software and technology platforms for operations management and reporting.
  • Supplier negotiation and relationship management.
  • Practical knowledge of vehicle and equipment operations and maintenance.
  • Risk management and problem-solving abilities.

Behavioural Skills

  • Strong leadership and managerial skills, with the ability to inspire and motivate teams.
  • Exceptional communication and interpersonal skills, with the ability to build
  • Effective collaborator and positive influencer.
  • Strong planning, facilitation, and organisational capabilities.
  • Highly motivated individual with a pro-active and hands-on approach
  • Ability to build confidence and credibility within the stakeholders.
  • Responsibility for finances and physical assets
  • The job holder has responsibility for budget and expenditure approvals.
  • Management of all property, vehicle and associated assets.

relationships at all levels.

Decision making : The job holder has final authority on key decisions in the department within guidelines provided.

Information : The job holder has access to confidential information relating to the company.

Working ConditionsWorking Environment: The job is a combination of Nairobi and field based work with significant travel.

Job Hazards: The job has few property/travel related hazards.

Remuneration

An attractive salary is on offer dependent on skills, qualifications and experience.

To apply, follow the https://by-appointment-africa.breezy.hr/p/d8cf8a86b9af-operations-manager-luxury-camp-operations/apply ,quoting the Job Reference in the subject header of your mail.

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