Head of Luxury Hotel Operations & Guest Services

Craven Cottage CC; Wes-Kaap; On-site; ZAR 1,200,000 - 1,800,000; Full time

Job summary

Craven Cottage CC in the Western Cape, South Africa, seeks a Director of Rooms to oversee Front Office, Guest Services, Butlers, Concierge, Housekeeping and Laundry, and to lead the Guest Services Manager and department heads toward coordinated service and clear accountability.

You will drive guest experience, manage pre-opening planning, ensure brand standards, monitor costs and departmental performance, mentor teams, and report to the General Manager on budgets.

Qualifications

• Matric or equivalent is required.
• A formal hospitality qualification is required.
• Minimum 5 years of progressive hotel operations experience with 2–3 years in a management role.
• Strong Rooms Division background with international hotel brand experience.
• Pre-opening experience is advantageous.
• Experience overseeing guest services and butler operations in luxury environments.
• Excellent financial awareness and ability to manage costs.

Responsibilities

• Develop and implement strategies to improve room quality, operations, and guest experience.
• Oversee daily operations across Front Office, Guest Services, Butlers, Concierge, Housekeeping and Laundry.
• Lead the Guest Services Manager and departmental heads with clear accountability.
• Oversee personalised butler services to meet guest preferences.
• Support pre-opening planning including recruitment, training and readiness.
• Maintain brand standards, SOPs, and service quality across areas.

Skills

Leadership

Financial acumen

PMS

MS Office

Communication

Team leadership

Budgeting

Education

Matric or equivalent

Formal hospitality qualification

Tools

Property Management System (PMS)

Microsoft Office

Job description

Craven Cottage CC in the Western Cape, South Africa, seeks a Director of Rooms to oversee Front Office, Guest Services, Butlers, Concierge, Housekeeping and Laundry, and to lead the Guest Services Manager and department heads toward coordinated service and clear accountability.

You will drive guest experience, manage pre-opening planning, ensure brand standards, monitor costs and departmental performance, mentor teams, and report to the General Manager on budgets.