Operations Manager

About the Role

Avani Victoria Falls Resort in Livingstone, Zambia, embraces a philosophy that balances vibrant social areas with stylish but functional rooms, focusing on genuine hospitality and an upbeat service culture. The Operations Manager is tasked with leading both strategic and day-to-day operational efficiency across all core hotel departments to elevate guest experiences, maintain exceptional service standards, and achieve financial objectives.

Key Responsibilities

• Oversee daily hotel activities ensuring smooth and high-quality service delivery in Front Office, Housekeeping, Food & Beverage, Kitchen, Engineering, and Grounds.
• Implement and enforce operational policies, standard procedures, and monitor performance metrics to drive continuous improvements.
• Ensure compliance with health, safety, and statutory regulations.
• Manage Front Office including reception, guest relations, and concierge ensuring efficient check-in/out, optimized room allocations, guest satisfaction, and revenue enhancement.
• Maintain high standards in housekeeping with effective systems for cleanliness, quality assurance, inventory management, and team leadership.
• Supervise Food & Beverage operations, including menu planning, pricing strategies, controlling food costs, wastage, and compliance with hygiene standards.
• Administer engineering and grounds maintenance through preventive maintenance programs to safeguard infrastructure and enhance property presentation and sustainability efforts.
• Support financial planning by budgeting and forecasting, driving cost control, and increasing profitability and productivity metrics.
• Advance a guest-focused culture by monitoring feedback, resolving issues promptly, and continuously improving service quality.
• Conduct health and safety audits, risk assessments, employee training, and emergency preparedness to ensure total compliance.

Qualifications & Experience

• Certified Full Grade 12 School Certificate recognized by the Zambia Qualifications Authority (ZAQA).
• Degree or Diploma in Hospitality Management, Hotel Management, Business Administration, or related fields.
• Between 5 to 7 years of experience in hotel operations, with a minimum of 3 years at senior management level.
• Proven capability handling multiple departments including Front Office, Housekeeping, Food & Beverage, Kitchen, and Engineering.
• Comprehensive understanding of hotel operations, guest service standards, revenue management, budgeting, and cost control.
• Strong leadership skills with a record of coaching and developing teams.
• Knowledgeable in compliance areas regarding health, safety, food hygiene, and statutory regulations.
• Experience in performance management, workforce planning, and scheduling.
• Sound financial management and commercial insight, including budget and forecast administration.
• Excellent communication, decision-making, and problem-solving abilities.
• Familiarity with hotel management software and Microsoft Office suite.

Core Competencies

• Operational Leadership
• Rooms Division and Front Office Management
• Food & Beverage and Kitchen Operations
• Housekeeping and Facilities Management
• Financial and Commercial Acumen
• Guest Experience and Service Excellence
• Team Leadership and Staff Development
• Strategic Planning and Execution
• Health and Safety Compliance
• Problem Resolution and Decision Making