Process & Standards Coordinator

About the role

We are looking for a Process & Standards Coordinator to drive operational excellence across our two properties, Severin Sea Lodge and Severin Safari Camp. You will design and implement clear Standard Operating Procedures, define key performance indicators, and ensure consistent service quality throughout the hotels.

Key responsibilities

• Build and maintain a Functional Accountability Chart (FACe) for all core hotel functions.
• Identify and resolve ownership overlaps, role gaps, and unclear responsibilities.
• Define a primary KPI for each key role (Front Office, Housekeeping, F&B, Maintenance) in partnership 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 spot checks on process adherence and support departments in closing quality gaps.
• Drive consistency of standards across both hotels while adapting to local implementation needs.
• Prepare clear performance and standards reports for management decision‑making.

Required profile

• 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.
• Excellent stakeholder management skills; able to work effectively with GMs, HODs, and operational teams.
• High attention to detail, disciplined execution, and a solution‑oriented mindset.
• Fluent written and spoken English.
• Alignment with core values: integrity, respectful communication, stewardship, and service excellence.

Required skills

• KPI definition and performance tracking
• Operational reporting
• SOP and playbook development

What we offer

• High‑impact coordination role with direct visibility to senior leadership.
• Opportunity to shape hotel operations through clear standards and measurable KPIs.
• Structured onboarding and close collaboration with cross‑functional teams.
• Professional development in process excellence, performance management, and organizational scaling.
• Values‑driven work environment focused on integrity and operational excellence.
• Competitive compensation package.