Process & Standards Coordinator at Severin Sea Lodge

We are seeking a Process & Standards Coordinator to enhance operational excellence at our properties, Severin Sea Lodge and Severin Safari Camp.

In this position, you will be responsible for developing comprehensive Standard Operating Procedures, delineating clear responsibilities, establishing measurable Key Performance Indicators for key roles, and standardizing essential workflows to ensure consistent service quality across the board.

You will collaborate with department heads and management teams to ensure accountability, seamless execution, and ongoing performance enhancement.

Tasks

• Build and maintain the Functional Accountability Chart (FACe) across all core hotel functions.
• Identify and resolve ownership overlaps, role gaps, and unclear responsibilities.
• Define one primary KPI per key role (e.g., Front Office, Housekeeping, F&B, Maintenance) in alignment with department heads.
• Develop and roll out practical playbooks/SOPs for high-impact operational processes.
• Establish monthly KPI review routines, track action plans, and ensure follow-through.
• Conduct process adherence spot checks and support departments in closing quality gaps.
• Drive consistency of standards across both hotels while supporting practical local implementation.
• Prepare clear performance and standards reports for management decision-making.

Requirements

• Proven experience in hotel operations, quality management, process improvement, or a similar coordination role.
• Strong ability to structure work, define ownership, and implement accountability systems.
• Experience with KPI definition, performance tracking, and operational reporting.
• Ability to document and simplify processes into clear, usable playbooks/SOPs.
• Strong stakeholder management skills; able to work effectively with GMs, HODs, and operational teams.
• High attention to detail, disciplined execution, and a solution-oriented mindset.
• Strong communication skills in English (written and spoken)
• High alignment with core values: integrity, respectful communication, stewardship, and service excellence.

Benefits

• A high-impact coordination role with direct visibility to senior leadership and hotel management.
• Opportunity to shape how both hotels operate by implementing clear standards, accountability, and measurable KPIs.
• Structured onboarding and close collaboration with cross-functional teams (Front Office, Housekeeping, F&B, Maintenance, HR).
• Professional development in process excellence, performance management, and organizational scaling.
• A values-driven work environment focused on integrity, respectful communication, and operational excellence.
• Competitive compensation package in line with role scope, experience, and company structure.