Luxury Operations & Guest Experience Lead

The Royal Portfolio; Franschhoek; On-site; ZAR 900,000 - 1,300,000; Full time

Job summary

The Royal Portfolio seeks an Operations Manager for La Residence to oversee seamless day-to-day operations and the guest journey, collaborating with HODs, the GM and HQ design teams to uphold luxury standards.

You will lead Duty Managers, coordinate across departments, and drive guest satisfaction while monitoring financial performance and sustainability efforts in a high-end setting.

Qualifications

• Bachelor’s degree or equivalent with hospitality focus.
• 5–7 years luxury hotel operations experience.
• Proven senior supervisory/management experience.
• Experience across multiple departments (front office, F&B, housekeeping, facilities).
• Track record in guest experience, VIP service, and personalised offerings.
• Leadership, coaching and staff development experience.
• Experience in budgeting and revenue-generation initiatives.
• Familiarity with luxury brand standards and sustainability practices.
• Willingness to work as part of a team; SA citizenship advantageous; work permit if needed; polygraph test.

Responsibilities

• Oversees day-to-day operations to ensure seamless guest experience.
• Leads and mentors Duty Managers; manages rostering and training.
• Drives internal communications and culture through HR collaboration.
• Manages guest satisfaction, audits service delivery, and reports findings.
• Oversees financial performance, cost control, and revenue initiatives.
• Maintains aesthetics and brand standards across property.
• Supports sustainability initiatives and waste reduction.
• Collaborates with GM, DGM, and HQ on innovations and improvements.

Skills

Guest experience

Leadership

Budget management

Operations coordination

Sustainability

VIP service

Communication

Education

Bachelor’s or equivalent (hospitality/business)

Diploma/Advanced Diploma in Hospitality/Hotel Operations

Job description

The Royal Portfolio seeks an Operations Manager for La Residence to oversee seamless day-to-day operations and the guest journey, collaborating with HODs, the GM and HQ design teams to uphold luxury standards.

You will lead Duty Managers, coordinate across departments, and drive guest satisfaction while monitoring financial performance and sustainability efforts in a high-end setting.