Senior Operations Manager - Jarat Tours Cape Town

The Senior Operations Manager is responsible for providing strategic leadership and operational oversight across Jarat Tours’ regional operations, ensuring the consistent delivery of exceptional service standards aligned with the company's brand and the expectations of its luxury hospitality partners. This role leads and manages all operational functions, including chauffeurs, Meet & Greet teams, operational personnel, fleet readiness, transfers, tours, group movements, events, and VIP services.

The position is accountable for driving operational efficiency, service excellence, and compliance with company standards while fostering strong relationships with hotel partners, suppliers, and key stakeholders. The Senior Operations Manager proactively manages escalations, oversees service provider performance, and identifies opportunities to enhance operational effectiveness and generate additional revenue through client engagement and operational lead conversion. Through effective leadership, planning, and execution, the role ensures a seamless and premium guest experience across all service touchpoints.

• Lead and oversee the day-to-day operations of Jarat Tours within the assigned region, ensuring the seamless delivery of services.
• Ensure compliance with company policies, standard operating procedures, safety requirements, and hotel partner standards.
• Build and maintain strong relationships with hotel management and key stakeholders, including concierge, front office, reservations, sales, and security teams.
• Lead, coach, and manage operational staff, chauffeurs, and Meet & Greet personnel to achieve high service standards and performance objectives.
• Conduct regular team briefings, training sessions, coaching, and performance reviews.
• Oversee the planning, allocation, and execution of transfers, tours, group movements, events, and VIP services.
• Manage the booking, coordination, and monitoring of tours and activities in accordance with approved company processes.
• Identify and convert operational opportunities into revenue-generating products and services.
• Monitor bookings to ensure accurate vehicle allocation, scheduling, guest information, itineraries, and service requirements.
• Ensure fleet readiness by maintaining vehicle licensing, roadworthiness, cleanliness, presentation, and scheduled maintenance.
• Monitor vehicle safety, maintenance requirements, compliance documentation, and defect resolution.
• Develop and manage operational staff and chauffeur rosters to ensure effective resource allocation and service coverage.
• Manage operational incidents, guest complaints, VIP requirements, service disruptions, emergencies, and escalations.
• Coordinate with approved suppliers, tour operators, and service providers to ensure contracted services meet quality and performance standards.
• Investigate operational incidents and implement appropriate corrective actions, reporting, and follow-up measures.
• Monitor service delivery through operational audits, guest feedback, hotel partner feedback, and performance evaluations.
• Prepare and submit accurate operational reports on a daily, weekly, and monthly basis.
• Identify opportunities to improve operational efficiency, service quality, productivity, and cost management.
• Support operational planning, budgeting, business development, and continuous improvement initiatives.
• Ensure clear, professional communication and effective handovers between hotel desks, operations teams, chauffeurs, guides, and management.

Education

• Diploma or Degree in Operations Management, Hospitality Management, Tourism, Travel Management, or a related field advantageous.

Experience

• Minimum 3-5 years' operational management experience within the tourism, travel, hospitality, or service-related industries.
• Proven experience in staff supervision, team leadership, and operational workforce management.
• Demonstrated experience managing fleet operations, scheduling, logistics, and service delivery.

Licences & Certifications

• Valid Code B/EB driver's licence.
• Professional Driving Permit (PDP) advantageous.

Systems & Technical Skills

• Intermediate proficiency in Microsoft Office Suite, particularly Excel.
• Experience using fleet management and scheduling systems.
• Working knowledge of hotel management systems (e.g., Opera) advantageous.
• Proficient in rostering tools, email communication, and WhatsApp Business.
• Strong administrative, reporting, and operational coordination skills.

Additional Requirements

• Willing and able to work weekends, public holidays, and outside standard business hours when required.
• Ability to travel between operational sites and partner locations.
• Clear criminal record.
• Strong verbal and written communication skills in English.
• Highly organised with the ability to manage multiple operational priorities in a fast-paced environment.

Market related

Sumbit your CV to ***email_hidden*** or apply online.