Operations Manager | La Residence

SUMMARY:
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POSITION INFO:
The Operations Manager oversees and co-ordinates the seamless day-to-day operations of La Residence by ensuring effective communication between departments, optimising internal systems and enhancing the overall guest experience. They work closely with the HOD team, Deputy General Manager and General Manager to uphold service excellence, support strategic initiatives and ensure operational efficiency. This role acts as a central link between teams, guests, external partners and group functions to make sure that La Residence lives up to The Royal Portfolio’s purpose, which is “to give our guests a complete experience and a perfect stay” . MAIN DUTIES & RESPONSIBILITIES CUSTOMER SATISFACTION Ensures every guest enjoys a seamless, memorable and personalised experience from arrival to departure. Monitors and maintains high satisfaction levels across all feedback platforms, proactively addressing concerns to resolve any issues within 24 hours and consistently exceeding guest expectations, with a particular focus on the welcome, orientation, and overall experience. GUEST EXPERIENCE ENHANCEMENT \/ REFINEMENT Continuously elevates and personalises the guest journey, with a focus on creating memorable, unique, and brand-aligned experiences. Works closely with the team to anticipate guest needs, add thoughtful touches, and ensure every interaction reflects La Residence’s commitment to warmth, luxury and attention to detail, particularly for VIPs, return guests, and special occasions. DUTY MANAGERS Leads, mentors, and supports the Duty Manager team to ensure a seamless, guest-focused operation at all times. Oversees their performance, training, and rostering to guarantee consistent service standards, effective communication, and operational excellence across all shifts. Acts as a point of guidance and accountability, ensuring Duty Managers are fully equipped to handle guest relations, operational duties, and unexpected challenges with confidence and professionalism. EMPLOYEE ENGAGEMENT \/ DM DEVELOPMENT The Operations Manager creates a culture of respect, inclusion, and high morale by ensuring that all team members feel valued, heard, and supported. They drive internal communication, celebrate achievements, and actively support wellbeing and professional growth, working closely with the HR department. AESTHETIC Maintains and enhances the visual appeal, ambience, and overall presentation of the property, ensuring all spaces reflect the style, elegance, and brand identity of La Residence. Works in partnership with the GM, DGM, and HQ design team to uphold high standards of décor, furnishings, and visual consistency throughout all guest and operational areas. CULTURE Actively engages with the Culture Cartel and Duty Managers to create opportunities for connection, team bonding, and shared purpose through regular activities and initiatives that strengthen relationships and morale across all departments. REPORTING Oversees the accurate collection, analysis, and presentation of operational and guest service data. Conducts regular audits and reviews of service delivery and guest feedback, ensuring findings are documented with actionable follow-ups. Presents monthly updates at HOD meetings and delivers comprehensive quarterly reports, including innovation updates, to track progress, address challenges, and celebrate achievements. FINANCIAL STRENGTH Drives revenue growth and profitability through effective oversight of key operational areas. Focuses on initiatives such as increasing curio shop sales, cost management, and identifying opportunities to enhance financial performance while supporting the overall sustainability and success of La Residence. SUSTAINABILITY Promotes environmentally responsible practices across all hotel operations. Implements initiatives to reduce waste, conserve resources, and encourage sustainable behaviour, including recycling projects and innovative green solutions, ensuring La Residence maintains its commitment to environmental stewardship and long-term sustainability. HEALTH & SAFETY OFFICER Review and update Emergency Action Plan annually. Build new EAP for any new property \/ building on property. Ensure fire & emergency procedures are in place. Ensure sufficient PPE available. Ensure sufficient Health & Safety committee certificates are up to date and training of property procedures in terms of first aid training, fire safety training, etc. INNOVATION The Operations Manager fosters a culture of continuous improvement and creativity. They proactively identify opportunities to elevate guest experiences, improve efficiency, and introduce bespoke enhancements that set La Residence apart from competitors. REQUIREMENTS & QUALIFICATIONS Bachelor’s Degree in Hospitality Management, Business Administration, or a related field (preferred). Alternatively, a Diploma or Advanced Diploma in Hospitality Management or Hotel Operations with substantial relevant experience. Minimum 5–7 years of experience in luxury hotel operations, preferably within 5-star properties or high-end boutique hotels. Proven experience in a senior supervisory or management role, ideally as an Assistant Hotel Manager, Front Office Manager, or Operations Manager. Hands-on experience working across multiple hotel departments, including front office, housekeeping, F&B, and facilities management. Demonstrated success in guest experience management, VIP service, and personalised guest offerings. Experience in staff leadership, coaching, and development, including managing supervisors or departmental heads. Exposure to financial management, budget oversight, and revenue-generating initiatives within a hotel or resort environment. Experience implementing operational standards, reporting processes, and performance metrics across multiple teams. Familiarity with luxury brand standards, aesthetic upkeep, and maintaining high-quality guest-facing environments. Experience in sustainability projects, innovation initiatives, or continuous improvement programs is advantageous. Strong foundation in financial management, leadership principles, and operational systems typically gained through formal education or professional training. Continuous professional development courses or certifications in areas such as customer service excellence, team leadership, and crisis management are advantageous. It is important that the candidate is able to work as part of a team and is a good cultural fit for The Royal Portfolio. South African citizenship is advantageous. A valid work permit is essential if you are not in possession of a South African ID document. Please note it is a condition of employment, that all staff undergo a pre-employment polygraph test.