Luxury Hotel Operations Leader: Rooms & Guest Services

JVR Software; Wes-Kaap; Remote; ZAR 900,000 - 1,600,000; Full time

Job summary

Craven Cottage CC in Western Cape seeks an experienced hotel operations leader to develop strategies, oversee Front Office, Guest Services, Butlers, Concierge, Housekeeping and Laundry, and drive guest satisfaction.

You will lead the Guest Services Manager and department heads, contribute to pre-opening planning, maintain brand standards, manage costs, train leaders, and report on performance to the General Manager.

Qualifications

• Matric or equivalent.
• A formal hospitality qualification.
• Minimum 5 years’ progressive hotel operations experience, including at least 2–3 years in a management role.
• Strong Rooms Division background with experience as Rooms Division Manager or Director of Rooms.
• International hospitality experience and experience within an international hotel brand.
• Hotel pre-opening experience.
• Experience overseeing guest services and butler operations within a luxury hospitality environment.
• Strong financial awareness and ability to manage costs and departmental performance.
• Excellent analytical, communication and organisational skills.
• Proven ability to lead large, diverse teams in a demanding environment.
• Proficiency in Property Management Systems and Microsoft Office.
• Exceptional attention to detail and a commitment to personalised luxury service.

Responsibilities

• Develop and implement strategies to improve room quality, operational efficiency and the guest experience.
• Oversee daily operations across Front Office, Guest Services, Butlers, Concierge, Housekeeping and Laundry.
• Lead the Guest Services Manager and departmental heads, ensuring coordinated service and clear accountability.
• Oversee personalised butler services, ensuring guest preferences and requests are anticipated and delivered consistently.
• Support pre-opening planning, including departmental procedures, recruitment, training and operational readiness.
• Maintain international brand standards, standard operating procedures and service quality across all areas of responsibility.
• Maximise departmental profitability through cost control, inventory management and revenue enhancement initiatives.
• Train, mentor and develop department heads and their teams, conducting performance evaluations and maintaining hotel policies.
• Handle escalated guest enquiries and complaints professionally, ensuring effective resolution and high guest satisfaction.
• Work closely with the General Manager, reporting on departmental performance, staffing and budgets.

Education

Matric or equivalent

Hospitality qualification

Tools

Property Management Systems

Microsoft Office

Job description

Craven Cottage CC in Western Cape seeks an experienced hotel operations leader to develop strategies, oversee Front Office, Guest Services, Butlers, Concierge, Housekeeping and Laundry, and drive guest satisfaction.

You will lead the Guest Services Manager and department heads, contribute to pre-opening planning, maintain brand standards, manage costs, train leaders, and report on performance to the General Manager.