Operations Manager

Operations Manager for retreat center in Botswana / Zimbabwe

Location: Remote

Hours: Minimum of 20 hours per week to start, with the potential to transition into a full-time position. Daily availability required.

About Us

Munga Plains is a unique safari and wellness retreat in Botswana, blending yoga, wildlife, and cultural immersion. As we grow, we’re looking for a proactive, communicative, and detail-oriented Operations Manager to work directly with the founder and help scale our operations.

This is a fully remote role, but we are looking for someone aligned with Europe/Africa time zones, who can work closely with the founder and the General Manager to ensure seamless backend processes and exceptional client experiences.

Role Overview

The Operations Manager will take ownership of sales support, reservations, financial tracking, and operations coordinationwhile working closely with the founder to document and improve processes. This is a hands-on role with room for growth into a long-term leadership position as we expand to multiple locations.

You’ll be instrumental in ensuring that systems run smoothly, client experiences are flawless, and backend operations are scalable.

Key Responsibilities

1. Sales Support and Lead Management
   • Reply to inbound inquiries using pre-agreed templates and coordinate directly with the founder for confirmation when needed.
   • Manage and update the CRM system (HubSpot) to track leads, follow-ups, and conversion metrics.
   • Contact potential leads on Instagram and email on behalf of the founder.
   • Set up booking pages for clients as required.
2. Reservations Management
   • Assist the founder with contract creation using existing templates.
   • Ensure alignment between signed contracts and backend systems:
   • Enter bookings into Bookinglayer and Nebula.
   • Manage 3rd-party supplier bookings (lodges, hotels, etc.) using spreadsheets.
   • Set up related projects and invoices in QuickBooks.
3. Cash Collection
   • Send reminders and follow-ups for client payments based on payment schedules.
   • Verify receipt of payments and update financial records.
   • Escalate issues to the founder for resolution if clients delay payments.
4. Operations Coordination
   • Respond to client inquiries pre-trip via WhatsApp and email, using pre-agreed templates or consulting the founder as needed.
   • Maintain and manage client communication channels (e.g., WhatsApp).
   • Create and maintain checklists to ensure all pre-trip preparations are complete, including:
     • Client communication.
     • Supplier readiness.
     • System updates.
     • Reporting to the founder and GM.
   • Work closely with the GM to address on-the-ground issues while keeping the founder informed.
   • Collect post-trip feedback to improve processes and experiences.
5. Process Documentation and Improvement
   • Document Standard Operating Procedures (SOPs) to make processes repeatable.
   • Identify inefficiencies and propose improvements as a secondary priority.
6. Communication and Reporting
   • Maintain daily communication with the founder to provide updates and address questions.
   • Provide regular reports summarizing key metrics (sales, bookings, payments, and operations readiness).

Who You Are

We are looking for someone who is:

• Proactive: You take initiative, anticipate challenges, and seek guidance when needed.
• Detail-Oriented: You ensure that all tasks are completed accurately and nothing falls through the cracks.
• Highly Communicative: You are available daily to provide updates and clarify questions via WhatsApp or email.
• Organized: You thrive in a structured environment and can create checklists, processes, and reports to ensure everything runs smoothly.
• Tech-Savvy: You’re comfortable learning new tools and systems quickly and are familiar with tools like Excel/Google Sheets, QuickBooks, or similar.

Skills and Qualifications

•Essential Skills:

• Excellent written and spoken English communication.
• Strong organizational skills with the ability to multitask.
• Proficiency or ability to learn tools like Bookinglayer, Nebula, QuickBooks, and HubSpot.
• Experience creating and managing operational checklists.

Preferred Experience:

• Background in operations, hospitality, or travel industries.
• Familiarity with CRM and booking systems.
• Experience managing client communications or supplier coordination.

What We Offer

• Growth Opportunities: Work closely with the founder and GM, with potential to transition into a leadership role as the company expands.
• Learning and Development: Gain hands-on experience with systems and processes in a fast-growing hospitality business.
• Flexibility: Fully remote role with flexible working hours aligned to Europe/Africa time zones.
• Long-Term Potential: Be part of our journey to scale operations and grow into a full-time role with greater responsibilities.

How to Apply

If you’re excited about working in a dynamic startup environment and ready to grow with us, please send your application, including:

1. A short cover letter explaining why you’re a great fit for this role and how your experience aligns with the responsibilities.
2. Your CV or LinkedIn profile.
3. Any relevant examples of processes or tools you’ve managed in previous roles (optional but encouraged).

‍