Operator/Hospitality Manager - Addo Elephant National Park, Eastern Cape

SUMMARY:

ROLE PURPOSE

The Operator / Hospitality Manager is responsible for the overall management and commercial performance of a multi-venue hospitality operation within Addo Elephant National Park.
The role is accountable for delivering exceptional guest experiences while ensuring operational excellence, financial profitability, food quality, brand standards, compliance and effective people management across the restaurant, bush-braai boma, coffee/grab-and-go offering, meal packs and events.
The successful candidate will operate with significant autonomy in a remote environment and must demonstrate an entrepreneurial, hands-on and owner-minded approach to running the business as a standalone, profit-accountable operation.

KEY RESPONSIBILITIES

Operational & Business Management

• Lead and manage the day-to-day operation across all trading venues.
• Ensure consistent delivery of brand, food quality, service and hospitality standards.
• Drive operational efficiency, productivity, profitability and continuous improvement.
• Ensure effective opening, closing and operational procedures across all venues.
• Maintain exceptional standards of cleanliness, presentation and ambience.
• Monitor operational performance and implement corrective actions where required.

Revenue Growth & Commercial Management

• Maximise revenue across the restaurant, bush-braai boma, coffee/grab-and-go, meal packs and events.
• Drive sales growth and identify opportunities to increase covers, average spend and revenue.
• Develop and grow functions, conferencing, weddings and group events.
• Develop relationships with touring groups and tour operators and grow meal-pack business.
• Identify opportunities to increase the licensed dinner and drinks trade.
• Pursue local and destination marketing opportunities to increase customer traffic.
• Run the operation as a standalone business unit with full responsibility for sales and profitability.

Guest Experience

• Deliver exceptional hospitality and customer service to local and international guests.
• Build a customer-centric culture throughout the operation.
• Resolve guest complaints professionally and implement appropriate service recovery.
• Ensure fast, efficient, friendly and consistent service.
• Create a welcoming environment and actively engage with guests, groups and tourists.
• Drive customer loyalty and repeat business through exceptional experiences.

People Management

• Recruit, lead, coach and develop a high-performing team of approximately 40 employees.
• Manage employee performance, development and training.
• Foster an engaged, professional and service-driven team culture.
• Manage employee relations and disciplinary processes in accordance with company policies and labour legislation.
• Manage staff rostering, transport, accommodation and welfare arrangements.
• Identify and develop future leaders within the operation.
• Support the successful integration and management of existing employees.

Stock & Cost Control

• Manage procurement, stock ordering and inventory levels across all venues.
• Plan stock requirements effectively, taking into account the remote location and supplier lead times.
• Ensure appropriate stock rotation and product availability.
• Conduct regular stock counts and investigate and address variances.
• Minimise wastage, shrinkage and stock losses.
• Monitor food and beverage costs and implement corrective measures.
• Ensure effective receiving, storage and inventory control procedures.

Financial Management

• Take full accountability for the business unit's profit and loss performance.
• Prepare and manage operational budgets.
• Monitor and control labour, food, operating and other business costs.
• Drive sales, margins and overall profitability.
• Ensure accurate cash handling, banking and reconciliation procedures.
• Analyse financial results and implement initiatives to improve margins and profitability.
• Achieve agreed sales, financial and operational targets.

Facilities, Maintenance & Technical Management

• Coordinate the maintenance of facilities, equipment and operational infrastructure.
• Monitor and minimise operational downtime.
• Assess equipment breakdowns and troubleshoot practical issues where required.
• Apply resourcefulness and initiative to resolve operational problems in the remote environment.
• Manage relationships with maintenance and service providers.
• Coordinate services including gas, pest control, security, internet, refuse and alternative power/generator requirements.
• Ensure preventative maintenance schedules are maintained and downtime is effectively planned.

Compliance & Risk Management

• Ensure compliance with food safety, hygiene, occupational health and safety and liquor licence requirements.
• Ensure compliance with brand standards and applicable SANParks operational and environmental requirements.
• Maintain an audit-ready operation at all times.
• Identify, assess and manage operational risks.
• Ensure all legislative, regulatory and company governance requirements are met.
• Implement appropriate health, safety and risk controls across the operation.

Stakeholder Management

• Build and maintain strong relationships with SANParks representatives, suppliers and service providers.
• Engage professionally with stakeholders at all levels, from senior management and SANParks representatives through to operational and support staff.
• Collaborate effectively with Head Office and internal support functions.
• Represent the business and brand professionally within the park environment.
• Identify and develop relationships that support the growth and reputation of the operation.

Administration & Reporting

• Complete operational and financial reports accurately and timeously.
• Monitor and report on key business performance indicators.
• Manage labour scheduling and payroll inputs.
• Maintain accurate employee, operational and compliance records.
• Ensure operational checklists and documentation are completed correctly.
• Analyse business performance and recommend improvements to management.

POSITION INFO:

ROLE REQUIREMENTS

Qualifications & Experience

• Matric / Grade 12.
• Relevant tertiary qualification in Hospitality Management, Food Service Management, Business Management or a related field is advantageous.
• 8–10 years' management experience within a recognised hospitality, restaurant, premium café, food retail or tourism environment.
• Proven experience managing a full-service restaurant or premium hospitality operation.
• Experience managing a standalone or owner-operated business unit will be advantageous.
• Proven experience managing sizeable teams and employee relations.
• Strong commercial and financial management experience, including P&L accountability.

Technical & Operational Skills

• Strong financial and commercial acumen.
• Proven ability to manage budgets, costs, stock and profitability.
• Strong knowledge of restaurant and hospitality operations.
• Strong understanding of food quality, service and customer experience standards.
• Sound knowledge of labour relations and employee management.
• Practical technical and maintenance aptitude with the ability to troubleshoot equipment and operational problems.
• Strong planning, organising and administrative abilities.
• Excellent problem-solving and decision-making skills.
• Strong communication and stakeholder management skills.

Personal Attributes

• Entrepreneurial and commercially driven.
• Hands-on and willing to be actively involved in the day-to-day operation.
• Owner-minded with a strong sense of accountability.
• Resourceful and able to operate independently in a remote environment.
• Resilient and adaptable under pressure.
• Confident leader with strong coaching and people-development abilities.
• Customer-focused and passionate about hospitality.
• Professional, trustworthy and highly responsible.
• Proactive with a strong willingness to take initiative and "make a plan".
• Comfortable working extended and flexible hours, including weekends, public holidays and peak tourism periods.

Additional Requirements

• Valid driver's licence and own reliable vehicle — essential.
• Must be willing and able to live on or in close proximity to Addo Elephant National Park.
• Willingness to work extended and flexible hospitality hours.
• Ability to work in a remote environment with limited immediate operational support.

Should you not receive a response within 10 working days, please consider your application unsuccessful. 

 

NB! This job is now closed. You can apply for other jobs by uploading your CV.

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