Duties & Responsibilities

Operator / Hospitality Manager

 

1.  Role Context

The business holds a 15-year SANParks concession to operate the food & beverage offering at one of South Africa's premier tourism destinations, serving a high-income local and international visitor market. The operation is a bespoke, destination and is run as a standalone business unit with its own profit & loss responsibility.

This is not a conventional restaurant-manager post. The operator runs multiple trading venues from a single, remote site, works the extended and flexible hours that a park and its tourists demand, and must be largely self-sufficient — technically, commercially and operationally — because the nearest support is roughly an hour away. It calls for an entrepreneurial, owner-minded operator who lives on or near the park, not a shift manager.

What makes this role different

• Multi-venue trading: a sit-down licensed restaurant, an enclosed bush-braai / boma for functions and events, and a manned coffee / grab-and-go station — plus touring-group meal packs and weddings/conferencing.
• Extended, flexible hospitality hours — from pre-dawn coffee service for early game drives through to evening dining and drinks.
• Remote, self-reliant operation — the operator must diagnose and resolve breakdowns and “make a plan” on the spot; support is ±1 hour away.
• A sizeable on-site team (±40 people) with staff transport, housing and welfare to manage in a park environment.
• Direct, credible engagement across the full spectrum — from SANParks representatives and Board level down to park staff and cleaning teams.
• Peak tourism seasons require the operator to be present, hands-on and available.

2.  Purpose of the Role

To lead and manage all aspects of the operation — across all trading venues — ensuring an exceptional guest experience while delivering operational excellence, financial performance, food quality, brand compliance and people leadership.

The incumbent is responsible for running the operation as a standalone, profit-accountable business unit that reflects the premium brand while meeting the hospitality expectations of both local and international visitors, and for growing revenue across the restaurant, boma, events, coffee and meal-pack income streams.

3.  Minimum Requirements

Qualifications & experience

• Grade 12 / Matric.
• Relevant tertiary qualification in Hospitality Management, Food Service Management, Business Management or a related field (preferred).
• 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, ideally as a standalone or owner-operated business unit.
• Strong commercial, financial and people-management experience, including managing sizeable teams and employee relations.

Role-specific requirements (essential)

• Valid driver's licence and own, reliable vehicle — non-negotiable given the remote location.
• Willing and able to live on or in close proximity to the park.
• Sound technical and maintenance aptitude — able to accurately assess equipment breakdowns and troubleshoot / improvise repairs.
• Willing to work extended and flexible hours, weekends, public holidays and peak seasons.
• Entrepreneurial self-starter with the resilience and initiative to operate independently in a remote environment.

Appointments will be made in line with the Company's Employment Equity objectives and operational requirements.

4.  Key Performance Areas

4.1  Operational & Business Management

• Lead and manage the day-to-day operations across all trading venues (restaurant, bush-braai boma and coffee / grab-and-go).
• Ensure consistent delivery of brand standards, food quality and service excellence.
• Drive operational efficiency, productivity and profitability.
• Ensure opening and closing procedures are consistently followed at each venue.
• Monitor performance and implement continuous improvement initiatives.
• Maintain exceptional presentation, cleanliness and ambience at all times.

4.2  Multi-Venue Trading & Revenue Growth

• Maximise revenue across all income streams: the sit-down restaurant, the bush-braai / boma, the coffee / grab-and-go station, touring-group meal packs, and events / conferencing / weddings.
• Manage extended and flexible trading hours — including manned early-morning coffee / grab-and-go service for game drives and reception traffic.
• Sell, plan and profitably run functions and events (group braais, conferencing and weddings) in the boma.
• Develop and service touring-group and tour-operator business through pre-ordered meal packs.
• Grow the licensed dinner and drinks trade to lift under-traded day-parts.
• Identify and pursue local and destination marketing opportunities to grow covers and average spend.

4.3  Guest Experience

• Deliver exceptional hospitality and customer service that exceeds guest expectations.
• Foster a customer-centric culture throughout the team.
• Professionally resolve guest complaints and implement service recovery where required.
• Ensure fast, efficient and friendly service while maintaining premium hospitality standards.
• Create a welcoming environment for both local and international visitors, and enjoy hosting and entertaining groups and tourists.
• Promote customer loyalty and repeat business through outstanding service experiences.

4.4  People Management & Labour Relations

• Recruit, lead, coach and develop a high-performing team of ±40 people across venues.
• Foster a positive, engaged and service-driven culture.
• Manage employee performance, employee relations and disciplinary processes in line with company policy and labour legislation.
• Manage staff rostering, transport, housing and welfare arrangements in the park environment.
• Identify and develop future leaders; ensure all employees receive necessary training and ongoing development.
• Support a smooth transfer and integration of existing employees on takeover.

4.5  Stock & Cost Control

• Manage procurement, stock ordering and inventory levels across venues, allowing for the remote location and delivery lead times.
• Ensure effective stock rotation and product availability.
• Conduct regular stock counts and investigate variances.
• Minimise wastage, shrinkage and stock losses.
• Monitor food and beverage costs and implement corrective actions where necessary.
• Ensure proper receiving, storage and inventory-control procedures are maintained.

4.6  Financial Management

• Run the operation as a standalone business unit — accountable for its full profit & loss.
• Drive sales growth and overall profitability across all income streams.
• Prepare and manage operational budgets; monitor labour, food and operating costs.
• Ensure accurate cash handling, banking and reconciliation processes.
• Analyse financial performance and implement initiatives to improve margin and profitability.
• Achieve agreed sales, margin and operational performance targets.

4.7  Facilities, Maintenance & Technical Self-Sufficiency

• Coordinate maintenance of facilities and equipment to minimise operational downtime.
• Accurately assess breakdowns and troubleshoot or improvise repairs to keep trading — support is ±1 hour away.
• Manage relationships with service providers (e.g. gas, pest control, security, internet, refuse) and generator / alternative-power arrangements.
• Ensure preventative maintenance schedules are followed and downtime is planned around trade.

4.8  Compliance & Risk Management

• Ensure full compliance with food safety, hygiene, occupational health & safety, liquor-licence, environmental and company standards.
• Maintain compliance with company operational requirements and SANParks operational and environmental standards.
• Ensure the operation remains audit-ready at all times.
• Identify, report and manage operational risks.
• Ensure compliance with all legislative and company governance requirements.

4.9  Stakeholder Management

• Build and maintain positive working relationships with SANParks representatives, suppliers and service providers.
• Present credibly and professionally from Board / SANParks level through to park staff and cleaning teams.
• Collaborate effectively with Head Office support functions.
• Represent the company professionally within the park environment and promote a positive brand image.

4.10  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 employee records and operational documentation.
• Ensure accurate completion of operational checklists and compliance documentation.
• Analyse business performance and recommend operational improvements.

5.  Key Competencies

Leadership & people

Inspirational leadership   •   Coaching & mentoring   •   Performance management   •   Team development   •   Labour-relations skill   •   Decision making   •   Accountability

Commercial & operational

Financial acumen (P&L ownership)   •   Business management   •   Entrepreneurial drive   •   Planning & organising   •   Analytical thinking   •   Problem solving   •   Results orientation

Hospitality

Customer-service excellence   •   Relationship management   •   Communication   •   Attention to detail   •   Quality orientation   •   Brand stewardship   •   Enjoys hosting & entertaining guests

Technical & self-sufficiency

Practical technical / maintenance aptitude   •   Resourcefulness — able to “make a plan”   •   Sound administration & organisation   •   Self-reliance in a remote setting

Personal attributes

Professionalism   •   High integrity   •   Resilience   •   Adaptability   •   Initiative   •   Emotional intelligence   •   Performs under pressure

6.  Remuneration, Incentives & Growth

This is a long-term, career-defining role designed to align the operator with the success of the business:

• Market-related base package appropriate to a standalone-business-unit operator.
• Performance-linked incentives tied to sales, profitability and operational targets.
• Benefits package, including on-park housing / accommodation support.
• A defined runway to ownership — the opportunity to earn into equity over time based on sustained performance.

7.  Success Measures

The operator will be measured against:

• Sales and revenue growth across all income streams (restaurant, boma, events, coffee, meal packs).
• Profitability, margin and cost management (standalone business-unit P&L).
• Guest satisfaction and customer feedback.
• Brand audit results.
• Food-safety, liquor-licence and compliance audit outcomes (including SANParks requirements).
• Employee engagement, retention and successful team integration.
• Stock loss and inventory management.
• Operational excellence, uptime and service standards.
• Events and functions revenue delivered.

 

Package & Remuneration

R30K - R32K base package PLUS FREE HOUSING.

Performance -linked incentives.

On-park housing/ accommodation support.

Opportunity to earn into equity over time, based on sustained performance.