Job Summary
Operations Manager | Luxury Boutique Hotel | KwaZulu-Natal
Kendrick Recruitment is currently seeking an experienced Operations Manager for a luxury boutique hotel based in KwaZulu-Natal.
This is a hands-on leadership role supporting the General Manager in the day-to-day running of a high-end hospitality operation. The successful candidate will be responsible for driving service excellence, maintaining operational standards, and ensuring exceptional guest satisfaction across all areas of the property.
This role also includes oversight of safari and guest experiences, sustainability initiatives, and community engagement programmes, making it ideal for a well-rounded hospitality professional with strong leadership capability and a passion for responsible tourism.
Salary: Negotiable depending on experience
Accommodation: Live-in
Position Overview
The Operations Manager will work closely with departmental heads to ensure seamless coordination across Front Office, Housekeeping, Food & Beverage, Maintenance, Spa and Guest Services. The role requires a highly visible, hands-on leader who leads from the front and maintains a strong presence across the property.
This position offers an excellent opportunity for an ambitious hospitality professional seeking progression towards a General Manager role within an independent luxury hospitality environment.
Key Responsibilities
Hotel Operations & Guest Experience
• Oversee coordination across Front Office, Housekeeping, Food & Beverage, Maintenance, Spa and Guest Services
• Ensure effective communication between departments
• Drive operational standards and consistency across all areas of the property
• Monitor guest satisfaction and implement continuous improvement initiatives
• Act as Manager on Duty when required
Guest Experience
• Ensure guest feedback is monitored, addressed and resolved effectively
• Lead service recovery processes where required
• Identify opportunities to enhance the guest journey
• Promote a culture of hospitality, accountability and attention to detail
Leadership & Team Development
• Assist with staff development, training and performance management
• Foster a positive, collaborative and professional working environment
• Lead by example and uphold high hospitality standards
• Encourage accountability and continuous improvement across all teams
Safari, Sustainability & Community
• Support the management of safari vehicles and related operational assets
• Build and maintain relationships with local reserves and tourism partners
• Assist with sustainability and responsible tourism initiatives
• Support community engagement and development programmes
Skills & Experience Required
Essential
• Strong operational leadership and people management skills
• Solid understanding of guest experience and service excellence
• Excellent organisational and communication skills
• Experience managing multiple operational departments
• Valid driver’s licence
Personal Attributes
• Calm and professional under pressure
• Hands-on and operationally involved
• Strong relationship-building skills
• Passionate about hospitality and responsible tourism
• Strong attention to detail
• Self-motivated, proactive and solutions-driven
• Commercially aware with a guest-first mindset
Reporting
Reports directly to the General Manager
Compensation
• Live-in accommodation provided
• Company contribution to provident fund after probation
• Medical aid contribution available after probation
About the Environment
This is a luxury boutique hospitality environment located in a wildlife-rich region of KwaZulu-Natal, offering guests an immersive experience combining nature, safari, culture and warm hospitality. The property is rooted in responsible tourism, conservation and community engagement, with a strong focus on authentic guest experiences and service excellence.
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