Boutique Urban Hotel | Cape Town Overview As the Operations Manager , you will play a pivotal role in driving the hotel’s operational excellence, culture, and guest experience. This hands-on leadership role requires a dynamic individual who thrives in a fast-paced, design-led environment — balancing team management, financial control, and exceptional service standards. You will act as the operational backbone of the property, supporting the General Manager across all departments while championing HR integrity, compliance, and people development. Key Responsibilities 1. Human Resources & People Operations Develop, manage, and maintain complete staff contract packs and ensure compliance with hiring SOPs. Oversee onboarding, induction, and performance management for all departments. Maintain updated staff lists, SEESA profiles, and personnel records. Manage payroll review, approvals, and submission in partnership with Accounts. Administer the annual leave calendar, ensuring fairness, planning, and compliance. Update and enforce HR-related SOPs and ensure alignment with operational needs. Support labour relations in coordination with SEESA, HPP, and ILS, maintaining fairness and legal compliance. Coordinate skills development, training submissions, and employment equity documentation. 2. Payroll & People Administration Oversee and verify the Master Roster to ensure accuracy and fair scheduling. Maintain all staff updates including AODs, resignations, promotions, and role changes. Coordinate staff hiring, trials, and interview processes with department heads. Ensure all orientation materials and job descriptions remain current and accessible. Liaise with IT for staff email setups and system access. Manage uniform returns, exit documentation, and people system updates. 3. Front Office & Guest Operations Support daily front office operations including check-in, check-out, and reservations oversight. Work scheduled MOD (Manager on Duty) shifts and submit detailed MOD reports. Review and resolve operational issues with the GM and maintenance team. Oversee system access and password management for MEWS, Dineplan, RoomRaccoon, and Visionline. Ensure all rooms meet brand standards prior to guest arrival. Manage special requests, guest amenities, and birthday recognition lists. Ensure correct application of tax and billing standards across all platforms. 4. General Operations & Leadership Maintain daily communication with the GM and weekly alignment with department heads. Provide leadership, mentorship, and hands-on support across all departments. Monitor departmental rosters and labour-hour compliance. Support procurement, supplier negotiations, and new vendor sourcing. Drive consistency in guest experience, service delivery, and brand presentation. Uphold operational standards, hygiene, and quality across all guest touchpoints. 5. Equipment, Maintenance & Compliance Oversee all servicing schedules for hotel equipment and key vendors. Maintain digital and physical records of service certificates, inspections, and testing. Coordinate maintenance of CCTV, fire systems, generators, and air-conditioning. Manage the Maintenance To-Do List and ensure all issues are resolved promptly. Oversee OHS committee compliance, inspections, and documentation. 6. Finance, Procurement & Cost Control Support budgeting, forecasting, and monthly financial reviews. Review and sign off invoices, ensuring all supporting documents are in place. Track departmental expenses, supplier quotes, and cost-of-sales performance. Conduct random stock inspections and oversee month-end stock take. Manage accounts payable and receivable tracking, ensuring timely billing and follow-up. 7. Events & Functions Partner with the Event Coordinator to plan and execute functions and activations. Ensure operational readiness for exclusive events, live performances, and seasonal experiences. Liaise with guests to ensure minimal disruption during events. Maintain aesthetic and brand standards across all public areas during activations. 8. Mentorship & Team Development Build and maintain strong relationships with department heads and staff. Lead by example through professionalism, fairness, and proactive communication. Conduct regular check-ins to review morale, development, and performance. Recognize talent and foster internal growth opportunities. 9. Insurance, Licensing & Building Management Manage insurance claims and maintain communication with Phoenix Risk Solutions. Act as liaison between hotel management and building trustees for shared-service matters. Track building projects, structural repairs, and contractor progress. Support business license renewals, liquor license applications, and compliance documentation. Skills & Attributes Strong leadership presence with a people-first approach. Excellent organizational and multitasking abilities. Sound knowledge of hospitality operations, HR processes, and compliance. Financial acumen with a focus on cost control and budget management. Tech-savvy and confident using PMS, POS, and HR systems. Creative problem-solver with high attention to detail and brand consistency. Calm, approachable, and effective under pressure. Qualifications & Experience Diploma or Degree in Hospitality Management or Human Resources preferred. Minimum 5 years’ experience in hotel operations or people management. Experience in a boutique or lifestyle hotel environment advantageous. Familiarity with systems such as MEWS, Dineplan, Lightspeed, or MarketMan preferred. Strong understanding of South African labour law and OHS compliance. About You You are the connector — the calm in the storm. Your style is polished yet approachable, your leadership grounded in empathy and structure. You thrive on balancing operational precision with creative flair, ensuring every guest experience feels effortless and every team member feels empowered.
