Director of Operations - Mantis St Helena

Mantis is a leading, conservation-focused hotel group with eco-lodges, waterways and eco-escapes located all over the world. Sustainable travellers have been enjoying eco-tourism, safaris and adventure travel with Mantis since 2000. Rooted in conservation, Mantis pursues sustainable business practices and develops tourism products that are respectful of the environment and communities in which they operate.

Whether small and intimate or vast and complex, on a sweeping African plain, beach-side escape or bustling city, each is an exceptional place for guests to find themselves. While uniquely different in the experiences they offer, all are linked through a collective obsession to be extraordinary, to be rare in a world that mass-produces sameness.

Director of Operations

Reporting to the CEO Mantis, this role will lead strategic planning, ensuring the successful operation of the hotel. The role encompasses fostering a culture of excellence, diversity, and inclusion among staff, prioritizing exceptional guest experiences, and driving financial goals. His/her leadership extends to community engagement, maintaining strong relationships with local stakeholders, shareholders, and serving as a brand ambassador for Mantis. He/she will champion sustainability and eco-tourism initiatives, integrating responsible practices into our operations. The aim is to achieve operational excellence, ensure guest satisfaction, promote environmental care, and set a benchmark in the hospitality industry.

What is in it for you:

• Engage in conservation efforts and help preserve wildlife.
• Enjoy sustainable adventures with exclusive rewards.
• Celebrate locality and heritage in a vibrant community.
• Advance your career with global development opportunities.
• Drive change through impactful social initiatives.
• Collaborate with a passionate, innovative team.
• Achieve success with a forward-thinking, excellence-driven company.

Key Responsibilities:

• Operational Management: Oversee the day-to-day operations of the hotel, and develop and implement operational policies, procedures, and protocols to ensure efficiency and compliance with regulatory requirements. Monitor and assess key performance indicators (KPIs) to pinpoint areas for improvement and implement strategies to enhance operational efficiency. Uphold elevated standards of cleanliness, maintenance, and safety throughout the property.
• Guest Relations: Champion a culture of outstanding customer service and guest satisfaction by overseeing daily operations and maintaining rigorous standards of cleanliness, maintenance, and safety. Promptly address guest inquiries, feedback, and complaints, resolving issues effectively to ensure positive outcomes. Introduce initiatives aimed at enhancing guest experiences and cultivating loyalty, such as personalized services, special promotions, and amenities.
• Financial Management: Formulate annual budgets and financial plans, forecasting revenue and expenses to achieve profitability objectives. Monitor financial performance closely, analysing variances and implementing corrective actions as necessary. Engage in negotiations with suppliers, vendors, and service providers to enhance cost-effectiveness and ensure high service standards.
• Human Resources Management: Source, train, and foster a proficient team, nurturing a culture of cooperation, accountability, and ongoing growth. Conduct routine performance evaluations, offering feedback, coaching, and assistance to team members. Execute strategies to engage employees, recognising and rewarding achievements while fostering a conducive work environment.
• Marketing and Sales: Craft and implement marketing strategies to elevate occupancy rates, boost revenue, and strengthen the hotel's brand image. Collaborate with the sales team to pinpoint and pursue avenues for business expansion, including corporate partnerships, group reservations, and special events. Stay abreast of market trends, competitor actions, and customer preferences to tailor marketing and sales approaches accordingly.
• Regulatory Compliance: Guarantee adherence to relevant legislation, regulations, and industry norms, covering aspects such as health and safety, employment, and licensing prerequisites. Uphold meticulous records and documentation to underpin regulatory compliance efforts, conducting periodic audits and inspections as deemed necessary. Instigate risk management protocols to alleviate potential liabilities and ensure a secure and safe environment for both guests and staff members.
• Strategic Planning and Leadership: Craft and implement strategic plans and initiatives to drive business expansion, refine operational efficacy, and fortify the competitive positioning of the hotel. Furnish visionary leadership, inspiring and motivating the team to achieve organisational aims and objectives. Foster an environment conducive to innovation and perpetual enhancement, encouraging feedback, creativity, and initiative among team members.
• Internal & External Communication: Foster and maintain strong communication and collaboration with the owning company and ensure alignment of goals and objectives. Provide regular updates on the hotel operations and performance, and work closely to address any challenges or opportunities. Uphold the values and standards of Mantis, contributing to a mutually beneficial partnership.

• Work Experience: Previous experience as a hotel manager, director of operations, or in an equivalent role, preferably with island experience.
• Education: Diploma or Degree preferably in hospitality or a related field, with a commitment to ongoing learning.
• Communication Skills: Fully proficient in English, with excellent communication and presentation abilities.
• Sustainability Passion: Dedicated to sustainability, environmental care, eco-tourism, and creating unforgettable experiences.
• Leadership: Proven leadership, organizational, and people skills, along with strategic thinking and excellent presentation abilities. Demonstrated ability to lead effectively, promote positive employee relations, and maintain a harmonious workplace.
• Business Acumen: Focused on results, with a commitment to quality guest service and team building. Familiarity with budgeting, forecasting, profit and loss analysis, and a creative and innovative approach.
• Profile: Projects a professional demeanor and strategic outlook, highly organized with an entrepreneurial mindset. Engaging, friendly, and charismatic, with a natural ability to connect with guests/colleagues. Performs well under pressure, analyzes and resolves issues, and exercises sound judgment.

Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Why work for Accor? We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/

About Mantis Collection: Mantis is a boutique hospitality group that was founded by conservationist Adrian Gardiner in 2000, with its main focus predominantly in Africa and the Middle East. Mantis grew from Adrian’s vision to restore and rewild degraded farmland which he developed into a widely-acclaimed Private Game Reserve. This was the first private game reserve in the Eastern Cape and the beginning of eco-tourism in a poverty-stricken province that had few opportunities outside of commercial farming. Adrian and the Mantis team successfully created a place where man and nature could co-exist sustainably. From this initial success, the Mantis model was then developed worldwide, understanding that consumers could use the Mantis portfolio as a mark of quality, consistency and character. Today the diverse portfolio of handpicked properties links up to create travel journeys, which offer guests the opportunity to experience the essence of the location in a setting of tailored luxury. Rooted in conservation, Mantis pursues sustainable business practices and develops tourism products that are respectful of the environment and communities in which they operate.

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS