Hospitality Operations Manager

Job Title: Operations Manager – HospitalityLocation: South Africa (specific city or resort/lodge to be specified)Reports To: General Manager / Owner Job Purpose:The Operations Manager oversees the daily operations of the hospitality establishment (hotel, lodge, resort, or guesthouse), ensuring seamless service delivery, operational efficiency, and high guest satisfaction. They act as a bridge between management, staff, and guests to uphold operational standards and business objectives. Key Responsibilities: Operational LeadershipOversee daily operations across all departments (front office, housekeeping, F&B, maintenance, etc.).Develop and implement operational policies, procedures, and standard operating procedures (SOPs).Ensure compliance with local laws, health, safety, and environmental regulations.Monitor operational performance against KPIs and budgets. Staff ManagementRecruit, train, and manage staff to achieve performance goals.Conduct regular performance appraisals and provide coaching.Promote a positive workplace culture, encouraging teamwork and accountability.

Handle staff scheduling, workload distribution, and conflict resolution. Financial ManagementDevelop and manage departmental budgets and operational expenditure.Monitor revenue streams and identify areas for cost reduction or revenue growth.Approve purchases and maintain inventory controls.Work closely with finance to report operational financial results. Guest Experience & Service ExcellenceEnsure high levels of guest satisfaction through operational excellence.Handle guest complaints, feedback, and special requests promptly.Monitor and enhance service quality across all touchpoints.Implement strategies to improve customer loyalty and retention. Strategic Planning & Business GrowthIdentify operational inefficiencies and implement improvements.Contribute to strategic business planning and development.Liaise with suppliers, partners, and contractors to optimize service delivery.Keep abreast of hos...