Operations Manager

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

Duties:

• 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.

Requirements:

• Matric or equivalent.
• A formal hospitality qualification.
• Minimum 5 years’ progressive hotel operations experience, including at least 2–3 years in a management role.
• A strong Rooms Division background, with experience as a 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 the 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.