Director of Operations at Minor International

Job Location: Avani Victoria Falls Resort A5 Avant, we prioritize the ideal equilibrium—between warmth and professionalism, innovation and practicality, exceptional service and guest confidentiality. Our properties are thoughtfully designed around this core principle: dynamic communal areas that align with daily rhythms, contemporary accommodations that effortlessly fulfill their purpose, and authentic cuisine rooted in local flavors. We cultivate a lively yet genuine service ethos that deeply values the craft of hospitality. Av ani, a dynamic brand expanding its footprint across Europe, the Middle East, Asia, Africa, and Australia, offers an exciting platform for professional growth. If you value meticulous attention to detail and embrace the belief that genuine hospitality—rooted in warmth and authenticity—can transform experiences, you’ll thrive in our inclusive and forward-thinking environment. You will spearhead both the strategic and operational performance of the Av ani Victoria Falls Resort, ensuring outstanding guest experiences and driving commercial success across all touchpoints. The Operations Manager delivers strategic and operational leadership to oversee all essential hotel functions, guaranteeing smooth daily operations, outstanding guest experiences, and the fulfillment of financial goals. This position is tasked with establishing and maintaining high standards across departments such as Front Office, Housekeeping, Food & Beverage, Kitchen, Engineering, and Grounds, ensuring consistent service excellence, alignment with brand protocols, and full regulatory compliance. The position holder is responsible for elevating service standards, optimizing operational efficiency, controlling costs, and driving team performance, while cultivating an environment built on accountability, guest-first principles, and relentless pursuit of improvement. In collaboration with key department heads, the Operations Manager assumes a critical role in revenue optimization, profitability enhancement, asset preservation, and the consistent delivery of exceptional hospitality across all operational facets. Operational Leadership Lead and oversee the day-to-day activities of the hotel, ensuring that operations run smoothly and efficiently while maintaining a high standard of service across all departments. Establish and uphold operational standards, policies, and standard operating procedures (SOPs) to ensure consistency, compliance, and efficiency across all processes. Evaluate key performance indicators and spearhead ongoing enhancement projects to foster operational excellence. Ensure complete adherence to all applicable health, safety, and legal standards. Front Office Operations Offer comprehensive supervision of all Front Office operations, ensuring seamless coordination and adherence to established protocols and standards. Professional Guest Relations, Concierge, and Front Desk services are integral components of our operational framework. Facilitate seamless and efficient check-in and check-out procedures, particularly during periods of elevated guest volume. Elevate the quality of guest arrival and departure processes to consistently exceed expectations and deliver exceptional service experiences. Optimize the allocation of rooms, manage occupancy flow, and coordinate seamlessly with housekeeping to ensure efficient operations and guest satisfaction. Enhance guest satisfaction, identify opportunities for upselling, and maximize revenue potential during every interaction to drive overall performance. Housekeeping Oversight We are seeking a professional to ensure superior cleanliness, hygiene, and presentation standards are consistently upheld through strategic management oversight. Review and maintain robust systems to verify room readiness, conduct thorough inspections, and uphold rigorous quality assurance standards. Responsibilities include managing inventory levels and controlling costs associated with linen, amenities, and supplies. “Enhance team productivity and results by providing strong leadership, offering targeted coaching, and maintaining high standards of accountability.” Food & Beverage Operations Responsible for the comprehensive management of all food and beverage outlets and event operations, ensuring adherence to uniform service standards and maximizing revenue generation. Assist in the development of menus, determine pricing strategies, and coordinate promotional activities. Monitor and oversee food cost control, minimize wastage, and manage inventory levels efficiently. Uphold adherence to food safety regulations and maintain stringent hygiene standards throughout all operations. Engineering, Gardens & Grounds Effectively oversee the upkeep of hotel facilities by implementing and adhering to structured preventive maintenance schedules. Supervise maintenance operations, ensuring timely repairs, asset preservation, and the consistent reliability of critical infrastructure. Ensure gardens, outdoor areas, and the entire property maintain immaculate standards of presentation and upkeep. Promote and implement strategies aimed at enhancing energy efficiency and fostering sustainability initiatives. Financial Oversight & Expense Management This role encompasses the supervision of financial performance metrics and the implementation of cost control strategies. It requires meticulous attention to financial data analysis, budget adherence, and variance reporting. Ideal candidates must possess strong analytical skills, proficiency in financial software, and a deep understanding of cost accounting principles. Key responsibilities include monitoring financial health, identifying cost-saving opportunities, and ensuring compliance with fiscal policies. Facilitates the preparation of budgets and financial forecasts in accordance with established operational objectives. Enhance cost efficiencies across all departments while upholding the highest standards of service quality. Conduct a thorough examination of performance data to identify opportunities for improvement, then develop and execute strategic initiatives aimed at increasing profitability, as measured by Gross Operating Profit (GOP), and enhancing operational efficiency, reflected in Gross Operating Revenue per Full-Time Equivalent (FOR/FTE). Delivering outstanding guest experiences and achieving service excellence are central to this role. Foster a guest-centric ethos throughout every organizational division. We evaluate customer feedback systematically to identify opportunities for enhancing service quality. Our objective is to implement ongoing improvements that elevate the overall customer experience. Promptly and effectively resolve guest concerns while facilitating service recovery. Health, Safety & Compliance Ensure strict adherence to all occupational health, safety, and fire regulations in accordance with established standards and legal requirements. Perform routine audits and evaluate risks comprehensively across all operational functions. The organization is responsible for providing comprehensive training to staff, ensuring they are fully prepared to execute emergency response protocols effectively. Qualifications & Experience A Grade 12 School Certificate duly certified by the Zambia Qualifications Authority (ZARA) is required. Obtained a Degree, Diploma in Hospitality Management, Hotel Management, Business Administration, or an equivalent field. A minimum of five to seven years of professional experience within hotel operations is required, including at least three years in a senior managerial position. Seasoned professional with a demonstrated track record in overseeing diverse operational departments, such as Front Office, Housekeeping, Food & Beverage, Kitchen, and Engineering. Proficient in hotel operations, guest service standards, revenue management, budgeting, and cost control. Proven track record in leading, mentoring, and cultivating teams that consistently deliver high performance. Proficient understanding of health, safety, food hygiene standards, and applicable regulatory compliance requirements is essential. Demonstrated expertise in performance management, workforce planning, and operational scheduling is required. Demonstrated expertise in financial and commercial analysis, coupled with a proven track record in budget administration and strategic forecasting. Dynamic leadership capabilities, strong communicative prowess, adept problem-solving acumen, and astute decision-making aptitude. Demonstrated expertise in hotel management systems and Microsoft Office applications is required. Key Competencies Operational Leadership Rooms Division Management Food & Beverage Operations Housekeeping Management Engineering & Facilities Oversight Financial & Commercial Management Guest Experience Excellence Team Leadership & Development Strategic Planning & Execution Health, Safety & Compliance Skilled at analyzing complex issues and evaluating potential solutions to make well-informed decisions. Create personalized email notifications to receive alerts for new job postings tailored to your preferences as soon as they are published. We value collaboration and teamwork! Kindly utilize the icons provided below to share this opportunity.

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