Senior Operations Manager

SUMMARY:
Operations Manager

POSITION INFO:
We are looking for a SENIOR OPERATIONS MANAGER, CAPE TOWN!! Purpose of this role: The Senior Operations Manager is responsible for leading and overseeing the day-to-day operations of Jarat Tours within the assigned region, ensuring consistent delivery of exceptional service in line with Jarat Tours standards and the expectations of its luxury hotel partners. The role provides leadership and direction to operations staff, chauffeurs, Meet & Greet teams and other operational personnel while overseeing fleet readiness, transfers, tours, groups, events, VIP movements and operational service delivery. The Senior Operations Manager is also responsible for maintaining strong working relationships with hotel partners, ensuring operational efficiency, resolving escalations, managing service providers and identifying opportunities to convert operational leads into revenue. Minimum Requirements: Related Diploma or degree in Operations Management, Hospitality, Tourism, Travel Management (advantageous). Minimum 3-5 years'' experience in operations within tourism, travel, or hospitality. Proven track record in staff supervision and fleet management Valid driver's license. (PDP is advantageous) Key Performance Areas: Lead and manage the day-to-day operations of Jarat Tours across the assigned region. Ensure all operations consistently comply with Jarat Tours policies, SOPs, safety standards and hotel partner requirements. Maintain strong professional relationships with hotel management, concierge, front office, reservations, sales, security and other key hotel departments. Lead, supervise, coach and hold operations staff, chauffeurs and Meet & Greet personnel accountable for service standards and performance. Conduct regular staff briefings, training, coaching and performance discussions. Ensure transfers, tours, groups, events and VIP movements are planned, allocated and executed accurately and professionally. Ensure Jarat Tours-managed and authorised tours and activities are booked, coordinated and monitored through the approved company process. Actively identify and convert legitimate operational leads into Jarat Tours products and services. Monitor all guest bookings to ensure correct vehicle allocation, timing, guest information, itinerary details, and service requirements. Ensure company vehicles are licensed, roadworthy, clean, presentable and maintained according to approved service intervals. Monitor vehicle safety, defects, maintenance schedules, and compliance documentation. Prepare efficient and fair staff and chauffeur rosters to ensure adequate operational coverage. Escalate and manage daily operational incidents, guest complaints, VIP requirements, breakdowns, delays, and emergencies. Coordinate with approved tour operators and service providers to ensure contracted services meet Jarat Tours and hotel partner expectations. Investigate operational incidents and ensure appropriate reports, corrective actions and follow-ups are completed. Monitor service delivery through regular operational checks, hotel feedback, guest feedback and performance reviews. Prepare accurate daily, weekly and monthly operational reports for management. Identify operational inefficiencies and implement practical solutions to improve service quality, productivity and cost control. Support the General Manager \/ Regional Operations Manager with operational planning, budgeting, business development and continuous improvement initiatives. Ensure professional communication and accurate handovers between hotel desks, operations teams, chauffeurs, guides and management. Key Competencies & Skills: Strong leadership and team management skills. Excellent planning, organising and operational coordination abilities. Strong problem-solving and decision-making capability. Customer-focused with a commitment to service excellence. Effective relationship-building and stakeholder management skills. Professional verbal and written communication skills. Ability to multitask, prioritise and adapt to changing operational demands. Strong conflict resolution and complaint-handling skills. High attention to detail and administrative accuracy. Ability to perform effectively under pressure in a fast-paced environment. Proficient in resource scheduling, fleet coordination and service delivery management.