Hospitality Operations Manager

SUMMARY:
World- renowned luxury Game Reserve based in the Eastern Cape with multiple onsite lodges requires an experienced Hospitality Operations Manager.
 
The Hospitality Operations Manager will be responsible for overseeing all hospitality operations to ensure exceptional guest experiences across lodges.
 
This includes developing and implementing service standards, managing lodge and hospitality teams, optimizing operational efficiency and maintaining high levels of customer satisfaction.
 
The role involves budgeting, cost control, and compliance with health, safety and security regulations. Additionally, the Hospitality Operations Manager will ensure that all logistical infrastructural elements of the reserve effecting the hospitality offering are efficient and functional.
 
This role will collaborate with all senior management to enhance guest services, drive innovation and ensure the seamless execution of hospitality strategies.

POSITION INFO:
Duties:

Develop and implement strategic plans for hospitality operations
Ensure outstanding guest experiences and service quality across all lodges
Provide leadership to other departments and foster cross-department collaboration to ensure operational excellence
Manage and oversee lodge and hospitality teams to maintain high standards
Develop budgets, control costs, and manage financial performance for the hospitality
departments
Optimize processes to ensure compliance with health, safety, and security regulations
Oversee the hospitality departments’ HR as well as training and development initiatives and needs
Initiate and drive the implementation of IT systems, technology solutions, and other support services, ensuring they are executed effectively by the responsible teams.
Support and collaborate on all hospitality-related projects, such as lodge refurbishments and special initiatives, ensuring alignment with operational and guest experience standards

Requirements:

Degree or Diploma in Hotel Management or a related field
Minimum of 8 years’ Senior Management experience at a 5* luxury property of which at least 5 years should be in a Game Reserve environment.
Proven experience in guest service excellence, operational efficiency, and financial
management
Proficiency in Microsoft Office and lodge/hotel-specific software
Exceptional leadership and management skills
High attention to detail and commitment to service excellence
Ability to work in a dynamic, high-pressure environment
Strong problem-solving and decision-making abilities
Ability to drive innovation and continuous improvement