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

SUMMARY:

ROLE PURPOSE

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.