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
Qualifications & Experience
Full Grade 12 School Certificate certified by the Zambia Qualifications Authority (ZAQA).
Degree, Diploma in Hospitality Management, Hotel Management, Business Administration, or a related field.
Minimum of 5 to 7 years’ experience in hotel operations, with at least 3 years in a senior management role.
Proven experience managing multiple operational departments, including Front Office, Housekeeping, Food & Beverage, Kitchen, and Engineering.
Strong understanding of hotel operations, guest service standards, revenue management, budgeting, and cost control.
Demonstrated ability to lead, coach, and develop high-performing teams.
Sound knowledge of health, safety, food hygiene, and regulatory compliance requirements.
Experience in performance management, workforce planning, and operational scheduling.
Strong financial and commercial acumen with experience managing budgets and forecasts.
Excellent leadership, communication, problem-solving, and decision-making skills.
Proficiency in hotel management systems and Microsoft Office applications.
Key Competencies
Rooms Division Management
Food & Beverage Operations
Engineering & Facilities Oversight
Financial & Commercial Management
Guest Experience Excellence
Team Leadership & Development
Strategic Planning & Execution
Health, Safety & Compliance
Problem Solving & Decision Making
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How to Apply
Apply using the following link: https://minor.wd102.myworkdayjobs.com/en-US/Careers/job/Livingstone-Zambia/Operations-Manager_JR113097?
