Hout Bay: National Operations Assistant (Hospitality Collection) – Hout Bay posted by Phoenix Recruitment

Hospitality Collection with Head Offices in Hout Bay is looking for a National Operations Assistant , reporting directly to the CEO you will form the backbone of the group’s promise – the seamless delivery of warmth, reliability and authentic luxury. The National Operations Assistant supports and strengthens operational excellence across all 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 group’s 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 collection’s experience remains genuine, gracious and consistently exceptional. Duties: Executive Management Support Compliance – Lodges Maintain ongoing communication with each General Manager to ensure all liquor, firearm, operating and tourism licenses are valid and compliant per property. Conduct regular spot checks with General Managers to ensure all critical compliance documentation is current, securely stored and audit-ready. Coordinate on legal compliance matters as required Monitor and confirm that General Managers are maintaining full legal and regulatory compliance across all provinces. B-BBEE: Track the B-BBEE scorecard in collaboration with HOD’s Work closely with the CEO to review and reconcile quarterly B-BBEE spend Assist with administration and coordination of the group’s initiatives 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 Track insurance claims submitted by lodges, monitoring progress and escalating delays or issues Verify that CAR policies are in place prior to any construction and that required documentation is provided to banks. Coordinate annual renewals of group vehicle and liability insurance policies Marketing Coordination Support Quarterly Marketing Plan Distribution & Inputs: Support the CEO and Marketing team with distribution of the quarterly marketing plan 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. 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 staff and external consultants 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 Spot check that key package categories remain current Group Marketing Meetings: Attend regular marketing meetings to support planning of upcoming initiatives. Participate in discussions and track agreed actions to completion. Financial Support: Support the CEO by coordinating preparation for annual operating and capital budget discussions; 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. 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. 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 regarding Curio retail standards and supplier alignment. GM Support: 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. Quality Assurance: Proactively identify and flag quality assurance concerns 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. Project Support: Support the development, maintenance and ongoing refinement of the Standards; a comprehensive, practical guide to brand and operational excellence across the Collection. 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. Boundaries & Escalation Matrix: Operations Assistant supports operations, tracks accountability and escalates appropriately. Guiding principle: Support first. Track always. Escalate early — calmly and with context. Governance, Quality Control & Tracking: Maintain an operational action tracker for all CEO / GMs follow-ups, with owners, deadlines, and status. Define review cadences: compliance check-ins, licence renewals reminders), supplier / manual review, utilities variance review Maintain a clear document storage map 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. Requirements: Grade 12 National Diploma (NQF Level 6) or Bachelor’s Degree At least 5 years in administrative, operational support, or related roles, with experience in project support, asset / procurement management, in the Hospitality industry Organizational Skills Technical Skills Excellent written and verbal skills, often required in English Proactive approach to operational challenges and resolving queries. Ability to work independently and collaboratively in diverse teams. Ability to work under pressure and in fast-paced, high-demand environments.