Head of Operations

Head of Operations – Totalstay™

Location: Head Office, Sea Point (Cape Town) 

Reports to: Chief of Staff & CEO

AtTotalstay™, we’re not just in hospitality — we’re shaping its future. Over the last decade, we’ve redefined what it means to stay local, building one of South Africa’s most dynamic aparthotel brands. With over 700+ keys across multiple properties, we blend design‑forward spaces, technology, and unforgettable guest experiences to create stays worth telling stories about.

Stay for the story. Shape the brand. Make your mark.

About the Role

We’re seeking aHead of Operations to lead the strategic and operational direction of our aparthotel portfolio. This is a pivotal leadership role, responsible for ensuring operational excellence, driving efficiency, and building a culture of accountability and innovation across the Operations team.

You’ll partner closely with senior leadership, oversee multiple properties, and play a critical role in aligning day‑to‑day operations with Totalstay’s ambitious growth trajectory. This is not just about managing — it’s about shaping the future of hospitality operations in South Africa.

Key Responsibilities

• Strategic Planning: Develop and execute operational strategies that align with business goals, balancing efficiency with guest satisfaction.
• Leadership & Team Development: Lead, mentor, and grow a team of Senior Operations Managers and coordinators, fostering collaboration and professional growth.
• Operational Oversight: Ensure seamless day‑to‑day operations across all aparthotels, with a focus on consistency and scalability.
• Quality Assurance: Uphold high service standards through regular property inspections and compliance checks.
• Guest Experience: Champion guest satisfaction, oversee escalated issues, and implement initiatives to elevate the guest journey.
• Budget & Financial Management: Develop and manage operational budgets, monitor costs, and implement cost‑saving measures without compromising quality.
• Vendor & Stakeholder Relations: Negotiate contracts, manage supplier relationships, and collaborate across departments to ensure aligned operations.
• Compliance & Risk: Guarantee adherence to regulatory requirements and implement proactive risk management strategies.
• Reporting & Analysis: Deliver detailed reports on performance metrics, guest feedback, and financial indicators, using data to drive improvements.
• Crisis Management: Lead responses to operational challenges, ensuring minimal disruption and effective resolution.

What We’re Looking For

• Bachelor’s degree in Hospitality Management, Business Administration, or related field.
• 5+ years of operations management experience, ideally within hospitality.
• Proven leadership and team management skills with a track record of building high‑performing teams.
• Strong analytical and problem‑solving abilities, with a data‑driven mindset.
• Excellent communication and interpersonal skills, able to influence at all levels.
• Proficiency in operational and project management tools.
• Ability to thrive in a dynamic, fast‑paced environment while maintaining composure under pressure.

Why Join Us

At Totalstay, your leadership will directly shape the guest experience and operational success of one of South Africa’s most exciting hospitality brands. We offer:

• Competitive salary package tailored to your expertise.
• Hands‑on training in revenue and operations management.
• Opportunities for career growth within an innovative, inclusive culture.
• Perks including friends & family discounts, recognition programs, and a vibrant company culture.