Job Description
About the Role
Our client, a leading brand internationally operating in the Hospitality, Travel and Tourism space, is seeking to employ an experienced Operations Head to their team based in Sandton, JHB. This is a senior management appointment with a structured remuneration package to match.
Key Responsibilities
- Standardise policies, procedures, and processes across departments.
- Continuously streamline operations to enhance efficiency, consistency, and integration.
- Benchmark and implement internal and external best practices.
- Collaborate with global and local stakeholders to ensure alignment with international standards.
- Provide strategic and operational oversight of large-scale contact centres across multiple markets.
- Implement KPIs, SLAs, and NPS frameworks to monitor and improve service levels.
- Lead and develop managers and teams, ensuring recruitment, training, and high performance.
- Drive customer and guest experience initiatives, embedding a culture of customer centricity.
- Champion service excellence through training, performance measurement, and feedback.
- Build a high-performance culture, fostering collaboration, engagement, and accountability.
- Lead cross-functional projects, ensuring technology adoption and operational readiness.
- Analyse data to evaluate operational performance and implement improvements.
- Manage risk, crisis response, compliance, and disaster recovery planning.
- Oversee IT asset management, systems resilience, and facilities management.
- Ensure safe, secure, and efficient operational environments across all business areas.
Requirements
- Bachelor’s degree in Business Administration, Operations Management, or related field (Masters degree advantageous).
- 10+ years of progressive experience in operations, with at least 5 years in a senior leadership role.
- Proven experience overseeing multiple operational functions in a customer-focused environment.
- Strong background managing large-scale, multi-market contact centres.
- Demonstrated track record of driving operational improvements.
- Experience in project management, change leadership, and people development.
- Strong financial acumen, with proven experience in budget planning and cost optimisation.
- Familiarity with governance, compliance, risk, and crisis management frameworks.
Qualifications
No specific qualifications mentioned.
Salary & Benefits
Salary details not specified.
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About Other Tourism/Hospitality Jobs in Gauteng
Gauteng, the economic hub of South Africa, is home to a diverse range of industries that cater to various sectors of tourism and hospitality. Typically, job opportunities in this field are abundant, with many companies seeking skilled professionals to manage and operate their establishments. However, the job market can be competitive, and it’s essential for job seekers to have a clear understanding of the industry trends and requirements.
When it comes to salary ranges, those working in tourism and hospitality in Gauteng typically expect broad-based compensation packages that reflect their experience, qualifications, and industry sector. Generally, salaries in this field can range from R500 000 to R2 million per annum, although these figures are subject to variation depending on factors such as the size of the company, industry sector, and individual performance.
Common skills required for roles in tourism and hospitality include excellent customer service skills, strong communication and interpersonal abilities, a solid understanding of operations management principles, attention to detail, analytical thinking, problem-solving skills, and adaptability. Typically, companies also look for professionals with experience in hotel management, event planning, or other related fields.
The industry sectors that commonly employ tourism and hospitality professionals include the financial services sector, technology industry, manufacturing sector, and leisure and entertainment industries. These sectors often have a high demand for skilled staff to manage their establishments, events, and operations.
Career progression paths in this field are generally linear, with opportunities for advancement into senior management positions or specialized roles such as hotel ownership, event planning, or tourism development. Typically, professionals in this field can expect to gain experience, build their skills, and progress through the ranks, with potential for career growth and development within established companies or as entrepreneurs.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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