Chief Operations Manager
Proudly established in Botswana over 38 years ago, Wilderness Safaris remains dedicated to pioneering authentic and sustainable conservation tourism in Africa, whilst making a positive impact on community empowerment. By doing this, the company helps to protect more than 2.3 million hectares of pristine wilderness areas. Wilderness Safaris Botswana is inviting like-minded people who suit the below criteria to apply for this exciting career opportunity: Chief Operations Manager - Maun Based and to join this remarkable company to help drive positive change in Africa through high-end ecotourism. PURPOSE OF THE JOBThe primary purpose of the Chief Operations Manager (COM) role is to oversee all business operations and processes, to ensure market-leading customer experiences throughout the entire portfolio of owned, managed and marketed properties. Strategic planning at a one-, three- and five-year level is required on all key functions. The COM will need to continuously look to optimise the companys operating capabilities, employ strategies to maximise customer satisfaction ensuring the companys products are market leading and to the satisfaction of the Managing Director and Board. The position reports directly to the Managing Director and maintains a close working relationship with the Regional Finance Officer and Human Resource Manager to ensure financial controls are in place and that talent is developed and nurtured.KEY PERFORMANCE AREAS: ExpectationsStrategic forecasting including financial oversight of the lodge business.Manage and monitor monthly spend while ensuring business meets performance levels.Drive customer experience working with and through the Service team, Training team, Camp GMs and Concession Managers.Manage procurement and supply SLAs ensuring best quality and spend.Cultivate strong and inclusive partnerships with Wilderness Air and Northern Air Maintenance, and ensure decision-making is in the interests of Wilderness Safaris, and satisfies Group requirements.Manage and oversee Partner Product liaison.Lead the uptake and alignment of brand standards to help partners meet brand standards and requirements.Assist as necessary in the development of new business opportunities and business plans.Lead the implementation of agreed strategies to steer the companys future in a positive direction.Control company costs, ensuring expenditure is controlled by the correct management staff.Support and assist the Human Resources Manager with the implementation, analysis & subsequent modification and enhancement of HR policies and strategies. Analyse the current training curriculum for hospitality and guide staff with a view to bolstering and improving training efforts (both in-house and free market) for hospitality and guiding staff.Ensure the localisation plan in place is advanced and further improved, incorporating discussions with the local labour department.Ensure a programme for open communication throughout the business is developed, along with succession planning and talent-pipeline management.Ensure a system for optimal health and safety of staff and guests alike is in place.Work closely with Sales and Marketing teams, assisting in the development of new marketing initiatives, managing day-to-day sales query anomalies and managing timeous responses to guest complaints.Asset/fleet management with structured and pre-emptive maintenance and refurbishment plans, ensuring best condition and lifespan of all assets.To ensure that all aspects of the operations (lodge operations, hospitality and service delivery, and quality control) are running optimally, within agreed business parameters.Co-ordination of annual capital planning (including projects), R&M and fleet trickle-downs, with associated budgets.Ensure business contribution and active support and participation in CITW, WWT and Community Development team initiatives.Host key agent, media and senior company leadership as required.Contribution to the development of the Conservation, Environmental and co-existence strategies. LeadershipInspire a culture of positive leadership that is empowering of people. Identify and develop talent within the business.Foster teamwork and a culture of support.Give genuine and consistent effort in the betterment of our staff, the communities and the continued conservation of the areas we care for. Ensure a culture of open and transparent communications throughout the organisation.Business DevelopmentCreate opportunities and look for innovative experiences in existing concessions and lodges. Ensure all licensing is sound and up to date throughout the business.Seek new opportunities for business expansion. Assist in motivating the idea, supported by full business plan.
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