Head of Operations

Totalstay; Cape Town; On-site; ZAR 1,000,000 - 1,800,000; Full time

Benefits offered by this job

Competitive salary package tailored to

Opportunities for career growth within

Job summary

Totalstay leads the hospitality space with design-forward aparthotels and AI-driven operations. We seek a Head of Operations to steer strategy across the growing portfolio, collaborate with on-ground managers, and optimize occupancy, ADR, and RevPAR while ensuring efficient asset management and scalable processes.

In this hands-on role, you’ll mentor a team, partner with owners, and implement tech-forward features to elevate guest experience and operational excellence across the portfolio.

Qualifications

• Bachelor’s degree in Hospitality Management, Business Administration, or related field.
• 5+ years of operations management experience, ideally within hospitality.
• Proven leadership and team management skills with a track record of building high-performing teams.
• Strong analytical and problem-solving abilities, with a data-driven mindset.
• Excellent communication and interpersonal skills, able to influence at all levels.
• Proficiency in operational and project management tools; comfortable with AI systems and tech-forward operations.

Responsibilities

• Revenue-focused leadership to monitor occupancy, ADR, and RevPAR.
• Lead, mentor, and grow a team including a Senior Operations Manager and Coordinators.
• Oversee day-to-day operations across all aparthotels.
• Manage stock, inventory, linen, and property assets for readiness and cost control.
• Drive adoption of AI-forward systems and automation tools.
• Design and implement scalable operational processes.
• Collaborate with owners and asset management companies for alignment.
• Manage operational budgets and client budgets within P&Ls.
• Maintain high service standards through inspections and compliance checks.
• Champion guest satisfaction and handle escalated issues.
• Ensure regulatory compliance and proactive risk management.
• Deliver performance and financial reports with data-driven insights.
• Lead crisis responses to operational challenges with minimal disruption.

Skills

Leadership

Operations management

Analytics

Communication

Project management

AI/Automation awareness

Education

Bachelor’s degree in Hospitality Management, Business Administration, or related field

Tools

Operational software

Project management tools

AI systems

Job description

Head of Operations – Totalstay™

Location: Head Office, Sea Point (Cape Town)

Reports to: Chief of Staff

At Totalstay™, we’re not just in hospitality — we’re shaping its future. Over the last decade, we’ve redefined what it means to stay local, building one of South Africa’s most dynamic aparthotel brands. With over 700+ keys across multiple properties, we blend design‑forward spaces, technology, and unforgettable guest experiences to create stays worth telling stories about.

Stay for the story. Shape the brand. Make your mark.

About the Role

We’re seeking a Head of Operations to lead the operational strategy and execution across our growing aparthotel portfolio. This is a pivotal leadership role, responsible for ensuring operational excellence, driving efficiency, and building scalable processes that support rapid growth.

This position is hands‑on: you’ll work closely with property managers on the ground, oversee asset management, and ensure that revenue metrics such as Occupancy, ADR, and RevPAR are understood and optimized across the portfolio.

You’ll partner with owners and asset management companies, align operations with client expectations, and leverage technology and automation to streamline processes in an AI‑forward environment.

Key Responsibilities

• Revenue Focus: Monitor and interpret occupancy, ADR, and RevPAR to ensure operational decisions support revenue growth.
• Leadership & Team Development: Lead, mentor, and grow a team consisting of a Senior Operations Manager and Coordinators, fostering collaboration and professional growth.
• Operational Oversight: Ensure smooth day‑to‑day operations across all aparthotels, balancing efficiency with guest satisfaction.
• Asset Management: Oversee stock, inventory, linen, and property assets to maintain operational readiness and cost control.
• Tech & Automation: Drive adoption of AI‑forward systems and automation tools to improve efficiency and scalability.
• Process Building: Design and implement operational processes that scale with Totalstay’s rapid growth.
• Stakeholder Relations: Collaborate with owners and asset management companies, ensuring transparency and alignment.
• Budget & Financial Reporting: Manage operational budgets and reporting, working with P&Ls and formulating client budgets accordingly.
• Quality Assurance: Maintain high service standards through inspections and compliance checks.
• Guest Experience: Champion guest satisfaction, oversee escalated issues, and implement initiatives to elevate the guest journey.
• Compliance & Risk: Guarantee adherence to regulatory requirements and implement proactive risk management strategies.
• Reporting & Analysis: Deliver detailed reports on performance metrics, guest feedback, and financial indicators, using data to drive improvements.
• Crisis Management: Lead responses to operational challenges, ensuring minimal disruption and effective resolution.

What We’re Looking For

• Bachelor’s degree in Hospitality Management, Business Administration, or related field.
• 5+ years of operations management experience, ideally within hospitality.
• Proven leadership and team management skills with a track record of building high‑performing teams.
• Strong analytical and problem‑solving abilities, with a data‑driven mindset.
• Excellent communication and interpersonal skills, able to influence at all levels.
• Proficiency in operational and project management tools.
• Comfort with AI systems, automation, and tech‑forward operations.
• Ability to thrive in a dynamic, fast‑paced environment while maintaining composure under pressure.

Why Join Us

At Totalstay, your leadership will directly shape the guest experience and operational success of one of South Africa’s most exciting hospitality brands. We offer:

• Competitive salary package tailored to your expertise.
• Opportunities for career growth within an innovative, inclusive culture.