Operations & Product Manager

Operations & Product Manager Luxury Property | Cape Town Salary: Negotiable Depending on Experience | Live-Out Position

Kendrick Recruitment is currently seeking an experienced and dynamic Operations & Product Manager for a luxury property based in Cape Town.

This is an exceptional opportunity for a highly organised, service-driven professional with extensive experience in luxury tourism, operations management, product development, and guest experience delivery. The successful candidate will be responsible for leading the Operations team, maintaining exceptional service standards, and ensuring seamless guest journeys through effective operational oversight and innovative product development.

Key Responsibilities

Operations Management

Lead and manage the Operations team, ensuring exceptional service delivery at all times.
Oversee team scheduling, weekend rosters, and annual leave planning.
Ensure operational procedures are implemented and maintained effectively.
Support the management and resolution of guest and operational incidents.
Drive continuous improvement initiatives to enhance operational efficiency and guest satisfaction.

Fleet & Depot Management

Oversee the management and maintenance of the vehicle fleet.
Assist with vehicle replacement planning and procurement.
Manage vehicle incidents, including accidents and damage reports.
Ensure vehicle tracking systems are utilised effectively.
Maintain vehicle presentation, servicing, cleaning, and refuelling standards.
Liaise with landlords and service providers regarding depot requirements.

Guide Management

Interview and assess prospective guides to ensure alignment with luxury guest expectations.
Conduct guide briefings and facilitate ongoing training and development.
Monitor guide performance and adherence to company standards and procedures.
Maintain guide databases, biographies, mailing lists, and availability schedules.
Manage guide uniforms, equipment, and operational requirements.
Foster strong working relationships with guides through regular communication and support.

After-Hours Operations

Oversee the smooth functioning of the after-hours support service.
Ensure after-hours teams are equipped with relevant operational updates and resources.
Assist with incident management and escalation procedures when required.
Manage staffing requirements and equipment allocation for after-hours operations.

Product Development & Guest Experience

Develop and enhance luxury touring products and guest experiences.
Identify and introduce new experiences, activities, and destination offerings.
Build and maintain strong supplier relationships.
Assist with annual contracting, rate negotiations, and supplier agreements.
Monitor guest feedback to continuously improve product offerings.
Maintain current knowledge of restaurants, activities, attractions, and luxury experiences throughout Cape Town and surrounding regions.

Sales & Marketing Support

Build and maintain strong relationships with travel trade partners and agents.
Conduct product training sessions, webinars, and educational presentations.
Represent the business at trade shows and industry events when required.
Host familiarisation trips and product experiences for agents and internal stakeholders.
Assist with newsletters, website content, intranet updates, and marketing collateral.
Support internal sales initiatives through training and product presentations.

Reservations Support

Assist consultants with itinerary planning and product recommendations.
Support the management and resolution of guest complaints.
Provide operational feedback regarding supplier performance and service standards.
Ensure reservation teams remain informed of product updates and supplier developments.

Finance & Administration

Review and approve guide reconciliations and supplier invoices.
Ensure supplier banking information is accurately maintained.
Manage invoice approval procedures and supplier payment processes.
Assist with financial controls and operational expenditure oversight.

Requirements

Matric with Mathematics.
Tertiary qualification in Travel, Tourism, Hospitality, or a related field.
Valid Western Cape Tourist Guide Certification with PDP.
Minimum of 810 years' experience within the travel and tourism industry.
Experience in sales, operations, guest engagement, or luxury travel environments.
Strong knowledge of Southern and East African destinations and luxury travel products.
Personal or educational travel experience within Africa would be advantageous.
Proficient in Microsoft Office and standard business systems.
Excellent written and spoken English communication skills.

Key Competencies

Exceptional leadership and people management abilities.
Strong problem-solving and decision-making skills.
Outstanding organisational and administrative capabilities.
High level of attention to detail.
Ability to perform effectively under pressure.
Strong interpersonal and relationship-building skills.
Proactive, adaptable, and solutions-oriented approach.
Guest-focused mindset with a commitment to delivering exceptional service.

Personal Attributes

Passion for travel, wildlife, conservation, and sustainability.
Professional, confident, and service-oriented.
Strong commercial awareness and operational understanding.
Enthusiastic about creating memorable guest experiences.

Candidates who meet the above requirements and are looking to join a luxury property in Cape Town are invited to submit their CV for consideration.