JOB DESCRIPTION

1. As Lodge Operations Manager you are responsible for all aspects as mentioned below.

Reporting

Frequent and structural reporting to the Company about the status of operations, inclusive but not limited to finance, staff performance, bookings, guest experience, and maintenance. Specifics are to be agreed on with the Company directors on a monthly, quarterly, and annual basis.

Hosting and guest experience

Visible presence throughout the guests’ stay, especially during key service moments, while working in close collaboration with the other Lodge Operations manager.

Connect with and support guests during their stay ensuring an excellent guest experience.

Guest check-in and briefing, working in close collaboration with the other Lodge Operations manager.

Handling questions and complaints from guests (both on-site and via email/WhatsApp).

Maintenance

Identify all necessary maintenance and ensure all issues are promptly resolved, in close communication with the Company Directors.

Oversee and support planned and unplanned maintenance/ renovations/ construction on the lodge and foundation premises.

Ensuring the lodge premises are well maintained, clean, organized, and attractive at all times, and in line with the design concept of Turaco Treetops.

Kitchen

Oversee kitchen operations, ensuring high standards of food quality, hygiene, and safety.

Manage kitchen staff, including performance oversight and menu reviews.

Monitor inventory, control food costs, and minimize waste.

Oversee coordination with the service team to ensure timely and consistent meal service.

Security & relations

Overseeing and coordinating the services of the on-site security staff (police).

Keeping respectable and positive relationships with the communities, district leaders, other (tourism) businesses, tour guides/drivers, and authorities.

Stock & supplies

Organizing lodge supplies and overseeing stock management, in close collaboration with the other management team members and Company Directors.

Finance

Support the other Lodge Operations Manager in ensuring all administrative and financial processes are always up to date and performed in line with the Company policies and regulations.

Identifying problems and reporting to the Finance Manager and/or Company Directors.

Lodge bookings

Supporting the lodge booking process in close collaboration with the other Lodge Operations Manager and the Kampala based bookings office, while effectively communicating with tour operators, travel agents, and guests.

Service

Support oversight on daily service operations and service staff as well as standards of cleanliness, presentation, and professionalism in all guest areas.

Housekeeping:

Support housekeeping operations and oversight of housekeeping staff, ensuring clean, safe, and well-maintained guest rooms and public areas, while maintaining high standards of hygiene, organization, and presentation throughout the lodge.

Conservation

Supporting forest protection, monitoring, and follow-up on illegal activities (logging, fires, etc.).

Working in close collaboration with the Chris Roberts Forest Foundation (frequent check-ins; coordination of activities on foundation premises).

Flexibility

Managing unforeseen events with calmness and hands-on technical skills, seeking solutions that reflect the standards of Turaco Treetops.

Representation

Representing the Company while sustaining the lodge standards, reputation, concept, and design.

**All roles at the lodge may be required to perform other tasks as reasonably requested from time to time and as required by the business and/or operation. We foster a culture of collaboration, and support of other team members – also in other departments – is highly encouraged as part of your duties.

• Supervise team in a shared leadership model with the other Lodge Operations Manager, with a specific focus on the Kitchen, incl. kitchen store management, Maintenance and Security departments.
• Hosting a day-start, and check-in with the team throughout the day to monitor all areas and take responsibility for compliance with quality, health, and safety standards.
• Effectively collaborate and communicate with the other members of the management team, department leads, and bookings office about all lodge operations. Ensure effective communication and relationships are maintained between all lodge departments.
• Motivate colleagues in a coaching manner and make adjustments/train when necessary. Lead by example in a positive, hands-on, and appreciative manner.
• Monitor staff performance, days off and annual leave in close collaboration with the other Lodge Operations Manager.
• Responsibilities are shared with the other Operations Manager, and during any leave, duties will be handed over to ensure continuity of operations.
• Frequent and structural reporting to the Company about the status of operations, inclusive but not limited to finance, staff performance, bookings, guest experience, and maintenance. Specifics are to be agreed on with the Company directors on a monthly, quarterly, and annual basis.
• Visible presence throughout the guests’ stay, especially during key service moments, while working in close collaboration with the other Lodge Operations manager.
• Connect with and support guests during their stay ensuring an excellent guest experience.
• Guest check-in and briefing, working in close collaboration with the other Lodge Operations manager.
• Handling questions and complaints from guests (both on-site and via email/WhatsApp).
• Identify all necessary maintenance and ensure all issues are promptly resolved, in close communication with the Company Directors.
• Oversee and support planned and unplanned maintenance/ renovations/ construction on the lodge and foundation premises.
• Ensuring the lodge premises are well maintained, clean, organized, and attractive at all times, and in line with the design concept of Turaco Treetops.
• Oversee kitchen operations, ensuring high standards of food quality, hygiene, and safety.
• Manage kitchen staff, including performance oversight and menu reviews.
• Monitor inventory, control food costs, and minimize waste.
• Oversee coordination with the service team to ensure timely and consistent meal service.
• Overseeing and coordinating the services of the on-site security staff (police).
• Keeping respectable and positive relationships with the communities, district leaders, other (tourism) businesses, tour guides/drivers, and authorities.
• Organizing lodge supplies and overseeing stock management, in close collaboration with the other management team members and Company Directors.
• Support the other Lodge Operations Manager in ensuring all administrative and financial processes are always up to date and performed in line with the Company policies and regulations.
• Identifying problems and reporting to the Finance Manager and/or Company Directors.
• Supporting the lodge booking process in close collaboration with the other Lodge Operations Manager and the Kampala based bookings office, while effectively communicating with tour operators, travel agents, and guests.
• Support oversight on daily service operations and service staff as well as standards of cleanliness, presentation, and professionalism in all guest areas.
• Support housekeeping operations and oversight of housekeeping staff, ensuring clean, safe, and well-maintained guest rooms and public areas, while maintaining high standards of hygiene, organization, and presentation throughout the lodge.
• Supporting forest protection, monitoring, and follow-up on illegal activities (logging, fires, etc.).
• Working in close collaboration with the Chris Roberts Forest Foundation (frequent check-ins; coordination of activities on foundation premises).
• Managing unforeseen events with calmness and hands-on technical skills, seeking solutions that reflect the standards of Turaco Treetops.
• Representing the Company while sustaining the lodge standards, reputation, concept, and design.
• All roles at the lodge may be required to perform other tasks as reasonably requested from time to time and as required by the business and/or operation. We foster a culture of collaboration, and support of other team members – also in other departments – is highly encouraged as part of your duties.