General Manager

SUMMARY:
Job Overview
The General Manager oversees the overall operations, management, and strategic direction of a group of luxury lodges within the Eastern Cape. This role ensures exceptional guest experiences, strong financial performance, and operational excellence across all properties. The General Manager provides leadership to lodge managers and department heads, ensuring consistency with company standards, sustainability principles, and brand identity.
Key Responsibilities

1. Operational Leadership

• Oversee day-to-day operations of multiple lodges, ensuring smooth functioning of all departments (Front Office, Housekeeping, F&B, Maintenance, and Guiding).
• Maintain and improve service standards in line with 5-star grading criteria and brand expectations.
• Conduct regular site visits to each lodge to ensure compliance with operating procedures, safety, and guest satisfaction.
• Implement and monitor standard operating procedures (SOPs) across all lodges.

1. Financial Management

• Prepare and manage budgets, forecasts, and monthly financial reports for each property.
• Analyze financial performance, monitor cost control, and drive revenue growth initiatives.
• Oversee procurement, supplier contracts, and inventory management to optimize costs.

1. Human Resource Management

• Lead and mentor lodge managers and senior department heads.
• Ensure recruitment, training, and retention of high-quality staff.
• Promote a culture of teamwork, respect, and professionalism across all properties.
• Oversee HR compliance, disciplinary matters, and performance appraisals.

1. Guest Relations and Quality Control

• Ensure exceptional guest experiences through personalized service and attention to detail.
• Handle guest feedback, complaints, and service recovery efficiently.
• Regularly review guest satisfaction scores and implement improvement plans.

1. Marketing and Sales

• Work closely with the Sales and Marketing team to drive occupancy, package promotions, and brand visibility.
• Develop relationships with tour operators, DMCs, and key industry stakeholders.
• Participate in marketing events, trade shows, and online promotional campaigns.

1. Compliance and Sustainability

• Ensure compliance with health, safety, and environmental regulations.
• Implement and monitor sustainable tourism and community engagement initiatives.
• Maintain all legal and licensing documentation for each lodge.

1. Strategic Planning and Development

• Identify opportunities for operational improvement and expansion.
• Participate in capital expenditure planning and refurbishment projects.

POSITION INFO:
Qualifications and Experience
Education:

• Diploma or Degree in Hospitality Management, Hotel Management, Business Administration, or related field.
• Postgraduate qualification in management or business (advantageous).

• Minimum 8–10 years of hospitality management experience, with at least 5 years in a senior or General Manager role at a 5-star lodge or boutique hotel.
• Proven experience managing multiple properties or a lodge portfolio.
• Strong financial acumen and experience with budgeting and reporting.
• Solid understanding of luxury guest service standards and operational excellence.

• Exceptional leadership, communication, and interpersonal skills.
• Strong business and financial management ability.
• Ability to manage remote teams and diverse cultural environments.
• Strategic thinker with excellent problem-solving and decision-making skills.
• Strong IT proficiency (property management systems, MS Office, POS systems).
• Deep understanding of lodge operations, conservation principles, and safari tourism.