General Manager

Recruiter:

Bright Search Recruitment (Pty) Ltd

Job Ref:

JHB002243/Jade

Date posted:

Thursday, December 4, 2025

Location:

Grahamstown, South Africa

SUMMARY:
Job Description
The General Manager (GM) is responsible for the overall management, operations, and profitability of a lodge or boutique hotel. This role ensures that all departments—from front of house, housekeeping, and food & beverage, to maintenance, administration, and guest services—operate efficiently while maintaining the highest standards of hospitality. The GM provides leadership, strategic direction, and hands-on management to deliver exceptional guest experiences and achieve business objectives.

Key Responsibilities
Operational Management

Oversee daily operations across all departments, ensuring smooth and efficient functioning.
Ensure all standard operating procedures (SOPs) and brand standards are maintained.
Monitor departmental performance and take corrective action where necessary.
Maintain high service standards and guest satisfaction.

Financial Management

Develop and manage budgets, financial forecasts, and operational reports.
Monitor revenue, expenses, and profitability of all departments.
Implement cost-control measures and ensure effective resource management.
Approve procurement and purchasing aligned with budget and quality standards.

Human Resource Management

Lead, motivate, and manage department heads and staff.
Oversee recruitment, training, performance management, and staff development.
Foster a positive work culture and ensure compliance with labor laws.
Conduct regular staff meetings to maintain engagement and communication.

Guest Experience & Service Excellence

Ensure exceptional guest service is delivered consistently.
Address guest feedback or complaints promptly and professionally.
Monitor guest satisfaction and implement initiatives to enhance experiences.
Uphold the lodge/hotel’s unique brand, atmosphere, and standards.

Marketing & Business Development

Collaborate with marketing to promote the property and special offerings.
Develop strategies to attract and retain clientele, including corporate and leisure markets.
Build partnerships with travel agencies, tour operators, and local tourism stakeholders.

Health, Safety & Compliance

Ensure compliance with health, safety, and environmental regulations.
Maintain security protocols and emergency procedures.
Conduct regular inspections and audits to maintain safety and quality standards.

Strategic Planning

Contribute to long-term business planning and growth strategies.
Identify opportunities for operational improvement and service innovation.
Report operational and financial performance to ownership or board regularly.

POSITION INFO:
Qualifications

Degree or diploma in Hospitality Management, Business Administration, or related field.
Additional training in leadership, finance, or property management is advantageous.

Experience

7–10 years in hospitality management or similar senior leadership role.
Proven experience managing a lodge, boutique hotel, or small hotel property.
Strong track record in operational, financial, and staff management.

Technical Skills

Knowledge of hospitality operations, including front of house, F&B, housekeeping, and maintenance.
Budgeting, forecasting, and financial reporting.
Understanding of HR processes and compliance with labor laws.
Proficiency in property management systems (PMS) and Microsoft Office.

Soft Skills

Exceptional leadership and team management abilities.
Excellent communication, interpersonal, and conflict-resolution skills.
Strong problem-solving, decision-making, and strategic thinking.
Customer-focused with a professional and approachable demeanor.

Personal Attributes

Highly professional, accountable, and reliable.
Motivated, results-driven, and solution-oriented.
Able to foster teamwork and inspire staff at all levels.

Physical Requirements

Able to walk the property and inspect operations regularly.
Willing to work irregular hours, weekends, and public holidays.

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