Hotel Operations Leader: Drive Revenue & Guest Experience

SkillsMap; Worcester; On-site; ZAR 900,000 - 1,400,000; Full time

Job summary

Sun International invites applications for a Hotel Operations Manager to lead hotel operations, maximise revenue and occupancy, and uphold 4- and 5-star standards. You will oversee rooms, F&B, guest relations, conferencing and related services, while driving excellence in service delivery and guest experience.

The role requires a 3-year degree in Hospitality/Business, 10+ years in hospitality, and proven leadership across multi-function hotel teams within a 5-star setting.

Qualifications

• 3-year Bachelor’s Degree in Hospitality Management, Business Management or related field.
• Minimum 10 years’ relevant hospitality experience.
• At least 3 years’ experience in a hospitality management role within a 5-star establishment.
• Strong background in Rooms Division Management, including Housekeeping, Front Office and/or Guest Relations, and/or Food & Beverage.
• Experience managing multiple hotel functions and operational teams.
• Experience managing Business Partners and Service Level Agreements.
• Experience managing hotel revenue, occupancy, budgets and operational expenses.
• Strong understanding of hotel standards, governance and operational compliance.
• Demonstrated people leadership, performance management and coaching experience.
• Experience driving customer experience and service excellence.
• Ability to work shifts in accordance with operational requirements.
• Ability to undertake local travel.

Responsibilities

• Translate Group and Business Unit strategies into operational plans and deliverables for the hotel.
• Drive hotel profitability through revenue maximisation, occupancy management, cost control and operational efficiency.
• Maintain and continuously improve hotel standards in line with 4 and 5-star grading requirements.
• Oversee operational standards across rooms, guest relations, food and beverage, conferencing and related hotel services.
• Identify new opportunities to improve products, services and operational processes.
• Analyse hotel and hospitality trends and introduce relevant product and service innovations.
• Manage hotel budgets, revenue strategies, CAPEX, forecasting and financial reporting.
• Lead, motivate and develop hotel teams while driving performance, engagement and succession planning.
• Maintain positive employee and labour relations across hotel operations.
• Drive the hotel's customer experience strategy and manage escalated guest matters.
• Analyse guest preferences and feedback to identify opportunities to improve the customer experience.
• Manage relationships with internal stakeholders, external service providers and business partners.
• Ensure appropriate governance, risk controls, audit compliance and adherence to relevant legislation.

Skills

Hotel Operations Management

Rooms & Yield Management

Front Office & Guest Relations

Banqueting & Conferencing

Food & Beverage Operations

Revenue & Occupancy Management

Budget & Financial Management

Leadership & People Coaching

SHE & Compliance

Stakeholder Relationship Management

Education

Bachelor’s Degree in Hospitality Management or related

Tools

Computer Proficiency

Job description

Sun International invites applications for a Hotel Operations Manager to lead hotel operations, maximise revenue and occupancy, and uphold 4- and 5-star standards. You will oversee rooms, F&B, guest relations, conferencing and related services, while driving excellence in service delivery and guest experience.

The role requires a 3-year degree in Hospitality/Business, 10+ years in hospitality, and proven leadership across multi-function hotel teams within a 5-star setting.