Operations Manager

Job description

Job Location:

Avani Victoria Falls Resort

At Avani, we’re all about finding that perfect balance — between cool and kind, design and function, service and privacy. We’ve built our hotels and resorts around this philosophy: vibrant social spaces that vibe with the day, stylish rooms that simply work, and honest, locally inspired food. We embrace an upbeat service culture that genuinely respects the art of hospitality.

With a growing portfolio across Europe, the Middle East, Asia, Africa, and Australia, Avani is a brand on the move. If you take real pride in the little things — and believe that a warm welcome and a genuine smile make all the difference — you’ll fit right in here.

To lead the strategic and operational performance of the Avani Victoria Falls Resort, delivering excellence across all guest touchpoints and commercial areas.

The Operations Manager provides strategic and operational leadership across all core hotel functions, ensuring seamless daily operations, exceptional guest experiences, and achievement of financial targets.The Operations Manager is responsible for providing strategic and operational leadership across all core hotel functions to ensure exceptional guest experiences, operational excellence, and achievement of business objectives. The role oversees the day-to-day performance of key departments including Front Office, Housekeeping, Food & Beverage, Kitchen, Engineering, and Grounds, ensuring seamless service delivery, adherence to brand standards, and compliance with regulatory requirements.

The incumbent drives service quality, operational efficiency, cost control, and team performance while fostering a culture of accountability, guest-centricity, and continuous improvement. Working closely with departmental leaders, the Operations Manager plays a pivotal role in maximizing revenue, enhancing profitability, maintaining hotel assets, and delivering a consistently high standard of hospitality across all areas of the operation.

Operational Leadership

• Lead and coordinate daily hotel operations to ensure efficient, seamless, and high-quality service delivery across all departments
• Implement and enforce operational standards, policies, and SOPs
• Monitor performance metrics and drive continuous improvement initiatives
• Ensure full compliance with health, safety, and statutory requirements

Front Office Operations

Provide oversight of Front Office functions including:

• Reception, Guest Relations & Concierge services.

• Ensure efficient check-in/check-out processes, especially during high-volume periods
• Drive service excellence in guest arrival and departure experiences
• Optimize room allocation, occupancy flow, and coordination with Housekeeping
• Monitor and improve guest satisfaction, upselling, and revenue opportunities at point of contact

Housekeeping Oversight

• Provide strategic oversight to maintain exceptional standards of cleanliness, hygiene, and presentation
• Ensure effective systems for room readiness, inspections, and quality assurance
• Oversee inventory management and cost control of linen, amenities, and supplies
• Drive team performance through leadership, coaching, and accountability

Food & Beverage Operations

• Oversee all F&B outlets and event operations to ensure consistent service quality and revenue optimization
• Collaborate on menu planning, pricing, and promotions
• Monitor and control food cost, wastage, and stock management
• Ensure compliance with food safety and hygiene standards

Engineering, Gardens & Grounds

• Ensure effective management of hotel facilities through planned preventive maintenance programs
• Oversee repairs, asset upkeep, and infrastructure reliability
• Maintain high standards for gardens, outdoor spaces, and overall property presentation
• Drive energy efficiency and sustainability initiatives

Financial Performance & Cost Control

• Support budgeting and forecasting aligned to operational targets
• Drive cost efficiencies across departments without compromising service quality
• Analyse performance data and implement actions to enhance profitability (GOP) and productivity (GOR/FTE)

Guest Experience & Service Excellence

• Champion a guest-centric culture across all departments
• Monitor feedback and implement continuous service improvements
• Ensure prompt and effective resolution of guest concerns and service recovery

Health, Safety & Compliance

• Ensure full compliance with occupational health, safety, and fire regulations
• Conduct regular audits and risk assessments across operational areas
• Ensure staff are trained and prepared for emergency response procedures

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