Operations Manager

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn.

Alongside ancient rainforest, within the lush green expanse of a working tea plantation, One&Only Nyungwe House is an idyllic eco retreat offering once-in-a-lifetime experiences in the heart of magical Rwanda. The warm African charm is one of our most unique and valued assets. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure.

This is not simply our job, it’s our passion. We don’t just exist in Nyungwe’s environment, we exist with the environment; from working the land or building a shelter, we like to give back in as many ways as we can to help our communities flourish.

• Position Operations Manager
• Level Manager
• Department Admin & General
• Reports to Cluster General Manager
• Subordinates Housekeeping, Front Office and Guest Experience

Manage the assets of One&Only Nyungwe House. Be the One&Only Ambassador at all times. Initiate and nurture strategic contacts with agencies and outside providers to assist with logistical matter to create a preferred and smooth experience for our guests such as airport access, transportation, tour operators and other entities. Function as the Strategic Business Leader of the Nature Resort Operations. Operations meet the brand’s target customer needs, ensure Colleague satisfaction, focus on growing revenues and maximize financial performance.

Responsible for the implementation of One&Only Nature Resort Standards, Business Ethics guidelines and ethical conduct at all times.

• Develop, design, implement One&Only Nature Resort experiences in One&Only Nyungwe House
• Create local and international collaborations with partners to enhance offerings and One&Only Nature Resort image.
• Inspect competition to develop strategy in how to improve the nature resort, maintain innovation and top tier reputation locally and internationally.
• Develop a CSR program in conjunction with the local community as well as the Global Office. Execute at least two initiatives a year, with strong Marketing and PR value attached.
• Involve Colleagues in CSR program at least once every 6 months.
• Fulfill all relevant environment, health and safety procedures, to ensure the highest standards for the work environment.
• Nurture and establish smooth relationships between the Rwandan Government entities and private institutions.
• Ensure assets are well kept and maintain them in accordance with One&Only standards to preserve and increase their value.
• Manage and coordinate security in One&Only Nyungwe House to ensure the safety of our guests and Colleagues, always maintain security at the highest level possible.
• Maintain contact and establish relationships with guests, Colleagues, suppliers and other parties at the Nature Resort.
• Create different touch points in conjunction with nature, community and products that are part of a green and sustainable initiative.
• Lead the team to achieve their goals by developing Colleagues, encouraging teamwork, facilitating excellence at all times.
• Assign all Colleagues KPI’s and side duties in line with their job description and duties. All KPI’s have to be assigned by December for the following year with mid-year review appraisal.
• Support the HR department in ensuring effective HR administration systems, payroll processing and training.
• Ensure that the annual Colleague Engagement Survey is distributed based on corporate guideline followed by an action plan which is then shared with the whole team to improve satisfaction and wellbeing.
• Coach Colleagues to monitor and improve performance. Be accountable for successful performance.
• Meet Colleagues on regular bases to…