Senior Luxury Tours & Fleet Operations Lead

Kumusa Consulting

Cape Town

Hybrid

ZAR 900,000 - 1,200,000

Full time

14 days+

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Job summary

Jarat Tours, based in Cape Town, seeks a Senior Operations Manager to lead day-to-day operations and ensure exceptional service delivery. You will oversee drivers, Meet & Greet, tours, events and VIP movements, maintaining strong hotel partnerships and operational standards.

The role requires a degree or diploma in operations management or related field, 35 years of sector experience, and a proven leadership track record. PDP is advantageous and a valid driving license is essential.

Qualifications

Related Diploma or degree in Operations Management, Hospitality, Tourism, Travel Management (advantageous).
Minimum 35 years' experience in operations within tourism, travel, or hospitality.
Proven track record in staff supervision and fleet management.
Valid driver's license. (PDP is advantageous)

Responsibilities

Lead and manage the day-to-day operations of Jarat Tours across the assigned region.
Ensure all operations consistently comply with Jarat Tours policies, SOPs, safety standards and hotel partner requirements.
Maintain strong professional relationships with hotel management, concierge, front office, reservations, sales, security and other key hotel departments.
Lead, supervise, coach and hold operations staff, chauffeurs and Meet & Greet personnel accountable for service standards and performance.
Conduct regular staff briefings, training, coaching and performance discussions.
Ensure transfers, tours, groups, events and VIP movements are planned, allocated and executed accurately and professionally.
Ensure Jarat Tours-managed and authorised tours and activities are booked, coordinated and monitored through the approved company process.
Actively identify and convert legitimate operational leads into Jarat Tours products and services.
Monitor all guest bookings to ensure correct vehicle allocation, timing, guest information, itinerary details, and service requirements.
Ensure company vehicles are licensed, roadworthy, clean, presentable and maintained according to approved service intervals.
Monitor vehicle safety, defects, maintenance schedules, and compliance documentation.
Prepare efficient and fair staff and chauffeur rosters to ensure adequate operational coverage.
Escalate and manage daily operational incidents, guest complaints, VIP requirements, breakdowns, delays, and emergencies.
Coordinate with approved tour operators and service providers to ensure contracted services meet Jarat Tours and hotel partner expectations.
Investigate operational incidents and ensure appropriate reports, corrective actions and follow-ups are completed.
Monitor service delivery through regular operational checks, hotel feedback, guest feedback and performance reviews.
Prepare accurate daily, weekly and monthly operational reports for management.
Identify operational inefficiencies and implement practical solutions to improve service quality, productivity and cost control.
Support the General Manager / Regional Operations Manager with operational planning, budgeting, business development and continuous improvement initiatives.
Ensure professional communication and accurate handovers between hotel desks, operations teams, chauffeurs, guides and management.