+2 more
Clear All Filters
Verified Ad
Job Summary
Purpose of the Role Operations form the backbone of the companies promise — the seamless delivery of warmth; reliability; and authentic luxury. The National Operations Assistant supports and strengthens operational excellence across all the properties under the guidance and leadership of the CEO. This role provides structured, reliable support so operational systems run smoothly, compliance is continuously monitored, and follow-ups are handled with discipline and care. The role Safeguards the companies assets through administrative rigour, supports legal, regulatory, and safety compliance, and helps uphold uncompromising brand standards. By managing detail, coordination, reporting, and follow-through, this role frees senior leadership to focus on strategy, people, and growth — ensuring the collections experience remains genuine, gracious, and consistently exceptional. Valuable Final Product (VFP) A CEO who is fully supported by accurate information, disciplined administration, and reliable operational follow-through — enabling the group to operate as a resilient, efficiently run collection of properties where assets are well maintained, stock is well managed, and long-term value is protected. All operational administration and follow-ups are meticulously handled so that leadership is always informed and up to date. Key Responsibilities Division 7 – Executive Management Support Compliance – Lodges Maintain ongoing communication with each General Manager and Annerien to ensure all liquor; firearm (where applicable), operating, and tourism licences are valid and compliant per property. Conduct regular spot checks with General Managers to ensure all critical compliance documentation (operational files, certificates, permits, and licences) is current, securely stored; and audit-ready. Coordinate with Warwick on legal compliance matters as required, ensuring no direct engagement with town councils occurs outside agreed channels. Monitor and confirm that General Managers are maintaining full legal and regulatory compliance across all provinces. Outcome: General Managers are supported and monitored so properties operate legally; ethically; and transparently, with compliance documentation always current. B-BBEE Track the B-BBEE scorecard in collaboration with Division 1 (Meagan) and Division 3 (Jason). Work closely with the CEO to review and reconcile quarterly B-BBEE spend with Accounts (Jason and Arthur), ensuring alignment with projected turnover. Assist with administration and coordination of the companies Dragon’s Den initiative; including documentation, tracking, and follow-ups. Outcome: Consistent progress toward an annual minimum Level 4 B-BBEE status through accurate tracking and disciplined reporting. Insurance – Lodges Work with each General Manager to ensure all fixed assets, vehicles, and business operations are adequately insured. Maintain accurate, up-to-date asset registers verified by General Managers, supported by photographs and video records stored on the central server. Track insurance claims submitted by lodges, monitoring progress and escalating delays or issues where necessary. Verify that CAR policies are in place prior to any construction and that required documentation is provided to banks where applicable. Coordinate annual renewals of group vehicle and liability insurance policies in collaboration with Gaenor. Outcome: Insurance documentation is current and complete; assets and vehicles are correctly covered and claims are monitored through to resolution. Division 2 – Marketing Coordination Support Quarterly Marketing Plan Distribution & Inputs Support the CEO and Marketing team with distribution of the quarterly marketing plan to all stakeholders (Sales, Marketing, Communications, GMs, and Graphics). Gather inputs in advance to support an informed plan, including social media performance; newsletters/email marketing, stakeholder communication, campaigns, and marketing/media/sales trips to properties. Track that updated plans and feedback points are shared timeously and that owners and stakeholders have the latest version. Outcome: Timeous information supports a well-informed marketing plan and improved coordination across teams. Specials & Packages Collaborate with GMs, Creative, Sales, and Reservations to develop unique special offerings. Support Sales in shaping creative and engaging specials, packages, promotions, and voucher offers. Use guest feedback and performance insights to refine offers where appropriate. Confirm that PR & Marketing shares approved specials and packages with companies staff and external consultants (e.g., Paul Steyn, Janie, Andria). Promotional Material Follow-Through Follow up that drafted content for specials and packages is supplied by the Marketing department to the design team timeously. Confirm PR distribution of promotional material to relevant channels (Companies website; media outlets, and Andria Mitsakos / AMPR). Spot check that key package categories remain current (e.g., wedding packages and corporate packages). Group Marketing Meetings Attend regular marketing meetings to support planning of upcoming initiatives. Participate in discussions and track agreed actions to completion. Division 3 – Financial Support Support the CEO by coordinating preparation for annual operating and capital budget discussions with Arthur, Jason, and General Managers; collate required reports and data in advance. Work with General Managers quarterly to support centralised procurement initiatives and identify opportunities to improve group buying power. Assist General Managers in resolving POS and Xero integration issues; escalate concerns and track corrective actions. Outcome: Well-prepared financial engagements and improved operational financial discipline across properties. Division 4 – Operations & Lodges Support Attend monthly General Manager meetings with the CEO; prepare agendas, take minutes; and track action items. Assist in planning and coordinating two in-person GM meetings annually. Attend a minimum of four lodge visits per year with the CEO; document observations and follow-up actions. Lodge Visit Focus Areas Lodge aesthetic and presentation. Staff uniforms, grooming, and morale. Guest areas, housekeeping, and cleanliness. Furniture condition and asset upkeep. Staff housing and back-of-house standards. Health & Safety compliance and emergency readiness. Stock control and spot stock-take checks. Capital expenditure verification. Community projects. Company vehicles and signs of misuse. Printed collateral and brand accuracy. Curio stock levels and retail presentation. Support development and maintenance of a group supplier manual covering supply agreements; centralised contracts, and pricing. Track utilities and service provider costs monthly and flag unusual variances to the CEO. Monitor that General Managers enforce group operational and guest experience standards; including signature recipes, rituals, and presentation protocols. Maintain close communication with Camlyn and her team regarding Curio retail standards and supplier alignment. Outcome: Strong operational visibility and disciplined follow-through that protects guest experience; asset value, and brand consistency. Problem Solving with General Managers Act as a first point of coordination for operational issues raised by General Managers; filter information and prepare structured summaries for the CEO. Support General Managers in developing solution-focused proposals, including context and operational implications. Assist in coordinating collaborative problem-solving sessions where cross-property alignment is required. Outcome: Clear, well-structured escalation support enables effective decisions and timely resolution. Division 5 – Quality Assurance (QUAL) Proactively identify and flag quality assurance concerns to General Managers and the CEO. Assist in resolving quality issues by tracking corrective actions and supporting follow-up. Submit written visit feedback and quality reports to the CEO following lodge visits. Outcome: Quality issues are identified early, addressed consistently, and prevented from recurring. Strategic Project Companies Standards Bible Support the development, maintenance, and ongoing refinement of the companies Standards Bible — a comprehensive, practical guide to brand and operational excellence across the companies Collection. Standards Bible Content Examples Pre-opening and opening checklists for new lodges. Turndown procedures and guest communication templates. Uniform branding and presentation standards. Arrival and departure rituals. Room folders, stationery, and printed collateral standards. Food; beverage, and signature recipe standards. Housekeeping; maintenance, and service benchmarks. Emergency; health & safety, and crisis response protocols. Objective: Provide every General Manager with a clear, current, and inspiring reference to execute companies ethos consistently, beautifully, and without compromise. Boundaries & Escalation Matrix This matrix protects clarity, trust, and healthy working relationships. The National Operations Assistant supports operations, tracks accountability, and escalates appropriately — but does not replace General Manager authority or CEO decision-making. Guiding principle: Support first. Track always. Escalate early — calmly and with context. What the National Operations Assistant Owns Tracking actions, deadlines, and follow-ups. Preparing agendas, minutes, summaries, and reports. Maintaining compliance trackers, insurance records, and documentation. Coordinating information flow between GMs, Head Office, and the CEO. Flagging risks, delays, or gaps clearly and early. Maintaining standards documentation (Standards Bible, SOPs, templates). What Stays with General Managers Day-to-day lodge operations. Staff management and discipline. Guest experience delivery. Budget adherence and cost control. Compliance execution at property level. Immediate operational decision-making. The Assistant supports, tracks, and documents — but does not override or bypass the GM. When to Escalate to the CEO A legal, compliance, or safety risk is identified. Deadlines or renewals are repeatedly missed. A GM is unresponsive or unable to resolve an issue. Financial exposure, reputational risk, or guest safety is involved. A decision is required that exceeds agreed authority. Patterns of concern appear across multiple properties. Escalation Should Include Clear facts (not emotion). What has been tried. What is blocked. Suggested options or recommendations. What Should Not Be Escalated One-off operational frustrations. Personality clashes. Issues already being actively resolved by a GM. Minor errors that have been corrected. Situations where more information is still required. How to Escalate Well Timely (not urgent unless truly critical). Calm; factual, and structured. Focused on resolution, not blame. Framed around impact and risk. Golden rule: If the CEO is surprised, escalation was too late. If the CEO is overwhelmed; escalation was too frequent. Governance; Quality Control & Tracking (Recommended Inclusions) Maintain an operational action tracker (single source of truth) for all CEO/GMs follow-ups; with owners, deadlines, and status. Define review cadences: compliance check-ins (monthly), licence renewals (60/30/7-day reminders); supplier/manual review (quarterly), utilities variance review (monthly). Maintain a clear document storage map (where asset registers, compliance files, insurance policies; supplier agreements, and Standards Bible versions live). Maintain confidentiality standards and POPIA-aligned handling of sensitive information. Create a simple handover/SOP pack covering recurring reports, lodge visit templates, and escalation protocols. Please email me your CV to Apply Below
HotelJobs
Recruiter
Error!
Success!
You have successfully created your alert.
You will receive an email when a new job matching your criteria is posted.
Please check your email. It looks like you haven't verified your account yet. Here's what you're missing out on:
- Response from employers
- Being able to log in and update your profile
- Apply for more jobs
Didn't receive the link? Resend Verification Link