General Manager

SUMMARY:

General Manager – Western Cape

POSITION INFO:

Key Responsibilities

People & Team Management

• Lead, mentor, and develop a high-performing, motivated team aligned with the hotel’s vision and values.
• Foster a culture of excellence, accountability, and continuous learning.
• Oversee performance management, role definition, and KPI alignment across all departments.
• Approve and ensure adherence to operational policies and training programs.

Guest & Service Experience

• Uphold and continuously improve service standards across the property.
• Ensure visible leadership presence during key service periods (breakfast, lunch, dinner).
• Manage guest feedback, resolve escalated issues, and enhance satisfaction ratings.
• Build lasting guest relationships and maintain strong VIP and key account engagement.
• Collaborate with marketing and sales to elevate guest experiences and hotel visibility.

Sales & Marketing

• Partner with the sales and marketing team to align strategies with revenue goals.
• Protect and promote the hotel’s brand identity and guest-centric philosophy.
• Support the development of creative campaigns, market positioning, and customer engagement initiatives.

Operational Leadership

• Oversee all hotel departments (Front Office, Housekeeping, F&B, Sales, Maintenance) ensuring operational harmony and efficiency.
• Implement short- and long-term operational strategies in line with business goals.
• Monitor operational performance metrics and identify areas for improvement.
• Ensure compliance with quality, safety, and service standards.

Financial Management

• Manage budgets, forecasts, and financial reports to optimise profitability.
• Monitor revenue streams and implement cost-control strategies.
• Use data-driven insights to inform strategic decision-making.
• Ensure internal financial controls and compliance with audit standards.

Stakeholder Management

• Build and maintain strong relationships with guests, suppliers, and partners.
• Provide detailed performance and operational reports to the Board or ownership.

Corporate Governance

• Ensure compliance with all legal, health, and labour legislation (EE, B-BBEE, POPIA, COIDA).
• Oversee implementation of Health and Safety programs and training.
• Contribute to social responsibility and community initiatives.

Minimum Requirements

• Minimum 10 years’ experience in hotel management, with at least 5 years in a senior leadership role.
• Relevant tertiary qualification in Hospitality Management, Hotel Administration, or related field.
• Strong financial acumen with proven experience in budgeting, forecasting, and revenue management.
• Excellent leadership, communication, and decision-making skills.
• Deep understanding of boutique or luxury hotel operations.
• Proficiency in PMS, POS, CRM, and MS Office 365.
• Ability to work flexible hours, including weekends and public holidays.
• Professional appearance and strong interpersonal presence.

Competencies & Attributes

• Strategic thinker with strong analytical and numerical skills.
• Highly organized and detail-oriented.
• Collaborative leadership style; team player with emotional intelligence.
• Solutions-driven, adaptable, and calm under pressure.
• Passionate about hospitality excellence and innovation.