Group Operations Manager

Staff Solutions; Oos-Kaap; On-site; ZAR 540,000 - 660,000; Full time

Job summary

Staff Solutions is seeking a seasoned hospitality leader to oversee operations across multiple properties. You will drive guest experience, maintain service standards, and manage financial performance while leading a team of General Managers and site leaders.

The role requires hands-on oversight, strong communication, and the ability to balance guest satisfaction with profitability, all within a dynamic hospitality group.

Qualifications

• At least 5 years of senior operations or general management experience in hospitality.
• Relevant degree or diploma in Hospitality Management or Business Administration is preferred.

Responsibilities

• Visit and supervise multiple properties to ensure operational standards.
• Oversee service standards across reservations, dining, rooms and guest touchpoints.
• Monitor food & beverage quality, hygiene, stock and profitability.
• Inspect cleanliness, safety, and upkeep across guest rooms and spaces.
• Guide and mentor General Managers and property leaders.
• Manage budgets, forecasts and cost controls.

Skills

Leadership

Financial acumen

Strategic thinking

Communication skills

Problem solving

Travel willingness

Education

Hospitality Management degree or diploma

Tools

Property Management Systems (PMS)

Microsoft Office

Job description

Key responsibilities

1. Property visits and operational presence

• Maintain a structured programme of regular property visits, including planned reviews and appropriate unannounced checks.
• Be visible in guest and back-of-house areas and engage directly with managers, supervisors and frontline employees.
• Observe live service delivery across relevant operating periods, including breakfasts, restaurant service, check-ins, functions and peak trading periods where applicable.
• Identify operational gaps, agree practical corrective actions with property leadership, assign ownership and deadlines, and follow through to closure.
• Provide concise visit reports to Company leadership, highlighting standards, risks, actions, responsible persons and due dates.

2. Service standards and guest experience

• Set, communicate and maintain consistent service standards across the Group while respecting the character and needs of each property.
• Assess the full guest journey, including reservations, arrival, public areas, rooms, dining, departure and post-stay communication.
• Review guest feedback, online reviews, complaints and service-recovery outcomes; identify recurring issues and ensure root causes are addressed.
• Interact appropriately with guests during site visits to gain direct insight into their experience and expectations.
• Support property teams with escalated guest matters and ensure recovery is timely, professional and aligned with Company values.

3. Food & Beverage quality and standards

• Develop and maintain exceptional Food & Beverage standards across restaurants, bars, lounges, banqueting and room service operations.
• Conduct practical quality checks covering food taste, presentation, temperature, freshness, portion consistency, menu execution and speed of service.
• Monitor beverage standards, bar controls, stock handling, waste, gross profit and responsible liquor service.
• Work with chefs and Food & Beverage leaders to improve menu performance, kitchen discipline, service flow, hygiene and profitability.
• Ensure food safety systems, cleaning practices, storage, traceability and allergen controls are consistently applied.

4. Property condition, cleanliness and upkeep

• Inspect guest rooms, public spaces, grounds, kitchens, stores, staff areas and back-of-house facilities for cleanliness, presentation, safety and general upkeep.
• Ensure preventative maintenance plans, defect logs and capital priorities are current and actively managed.
• Follow up on repairs and recurring defects, balancing guest impact, operational risk, cost and asset preservation.
• Maintain consistent presentation standards for signage, lighting, furniture, equipment, landscaping and staff facilities.

5. Operational oversight

• Oversee daily operations across all properties and departments to improve consistency, efficiency and accountability.
• Support General Managers with operating plans, staffing models, standard operating procedures and cross-property coordination.
• Review operating data and property reports, identify exceptions and intervene early where performance or standards are slipping.
• Lead implementation of operational best practices and ensure improvements are embedded, not treated as once-off initiatives.

6. Financial performance

• Develop and manage operating budgets and forecasts in collaboration with property and Company leadership.
• Review property profit-and-loss performance, revenue, payroll, cost of sales, utilities, procurement, stock, waste and other controllable expenses.
• Drive commercially sound actions that improve profitability without compromising safety, quality or the guest experience.
• Strengthen operational controls, purchasing discipline, stock management and accountability for variances.

7. People leadership and employee engagement

• Lead, mentor and evaluate General Managers and senior property leaders; provide clear expectations, feedback and support.
• Build constructive relationships with employees at all levels and create safe opportunities for them to raise concerns and improvement ideas.
• Assess staffing, capability, conduct, morale, training and succession needs during property visits.
• Promote a culture of hospitality, ownership, respect, discipline and continuous improvement.
• Support fair and consistent performance management in line with Company policy and labour legislation.

8. Compliance, risk and governance

• Ensure compliance with food safety, occupational health and safety, labour, liquor licensing and all other applicable business and operating requirements.
• Confirm that required licences, inspections, registers, training records and supporting documentation remain valid and audit-ready.
• Monitor incident reporting, emergency readiness, security, cash handling and other operational risks; elevate material issues promptly.
• Coordinate corrective action arising from internal reviews, external inspections or regulatory findings.

9. Strategy and business improvement

• Collaborate with Company leadership to translate business objectives into practical property-level plans.
• Contribute operational insight to refurbishments, new concepts, openings, acquisitions and growth initiatives where required.
• Identify opportunities for revenue growth, better resource use, shared services, procurement benefits and improved systems.
• Lead selected Group-wide projects and report clearly on progress, benefits, risks and required decisions.

Performance expectations

Success in the role will be assessed through a balanced set of operational, people, guest and financial measures, including:

• Consistent completion and follow-through of property visits and operational action plans.
• Improvement in service-audit results, guest satisfaction, review trends and complaint resolution.
• Consistent Food & Beverage quality, hygiene compliance and commercial performance.
• Improved cleanliness, maintenance completion and overall condition of the properties.
• Delivery against budgets, forecasts, cost controls and agreed profitability targets.
• Stronger leadership capability, employee engagement, retention and performance accountability.
• Compliance with legal, licensing, health and safety, food safety and Company requirements.

Experience and qualifications

• At least 5 years’ senior operations or general management experience in hospitality; multi-property or group-level exposure is strongly preferred.
• Proven hands-on responsibility for hotel, lodge, resort, restaurant or comparable guest-facing operations.
• A relevant degree or diploma in Hospitality Management, Business Administration or a related field is preferred; strong relevant experience may be considered.
• Demonstrated financial competence, including budgeting, forecasting, profit-and-loss analysis and cost control.
• Strong working knowledge of Property Management Systems and operational reporting tools, with proficiency in Microsoft Office.
• Sound knowledge of local labour legislation, occupational health and safety, food safety and hospitality-related licensing requirements.
• A valid driver’s licence and the ability and willingness to travel frequently between properties and work outside standard office hours when operations require it.

ATTRIBUTE

• Visible operator
• Guest-led
• Commercial
• Firm and fair leader
• Analytical and decisive
• Strong communicator
• Resilient and adaptable