General Manager

SUMMARY:
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POSITION INFO:
A distinguished luxury boutique hotel in Durban is seeking an exceptional General Manager to lead the property's overall operations, guest experience, financial performance, and strategic growth. This is an opportunity for an accomplished hospitality leader who is passionate about luxury service, operational excellence, and creating memorable guest experiences. The successful candidate will serve as the face of the hotel, driving performance across all departments while ensuring the highest standards of service, profitability, and brand positioning. The Role As General Manager, you will be responsible for the overall leadership and management of the hotel, ensuring seamless operations across all departments, including accommodation, food and beverage, guest services, housekeeping, maintenance, and administration. You will provide strategic direction, oversee financial performance, develop high-performing teams, and ensure the hotel consistently delivers a world-class boutique hospitality experience. This role requires a hands-on leader who is equally comfortable engaging with guests, developing staff, managing budgets, and driving business growth. The successful candidate will possess strong commercial acumen, exceptional leadership capabilities, and a genuine passion for luxury hospitality. Key Responsibilities Operational Leadership Oversee the daily operations of all hotel departments to ensure seamless service delivery. Maintain exceptional standards across guest services, accommodation, food and beverage, housekeeping, and facilities. Ensure all departments operate efficiently and in alignment with the hotel's vision and service standards. Monitor operational performance and implement continuous improvement initiatives. Financial Management Develop and manage annual budgets, forecasts, and operational plans. Monitor financial performance, profitability, and revenue growth. Manage operational and staffing costs while maintaining service excellence. Oversee procurement processes and expenditure controls. Identify opportunities to improve revenue streams and maximise profitability. Guest Experience & Brand Excellence Champion an exceptional guest experience across all touchpoints. Personally engage with guests to build relationships and enhance satisfaction. Manage guest feedback, complaints, and service recovery processes. Oversee online reputation management and guest review platforms. Develop unique guest experiences that differentiate the hotel within the luxury hospitality market. Strategic Growth & Business Development Develop and implement strategic initiatives to support growth and market positioning. Build and maintain relationships with key stakeholders, tourism partners, suppliers, and industry networks. Identify new business opportunities, partnerships, and revenue-generating initiatives. Support sales and marketing activities that drive occupancy and revenue growth. Leadership & Team Development Lead, mentor, and inspire department heads and operational teams. Foster a positive, high-performance workplace culture. Drive employee engagement, training, and leadership development initiatives. Conduct performance management and succession planning activities. Ensure compliance with labour legislation and hospitality best practices. Compliance & Risk Management Ensure compliance with all hospitality, health and safety, labour, and regulatory requirements. Manage risk, governance, and operational compliance across the property. Oversee maintenance, asset management, and capital improvement initiatives. Minimum Requirements Relevant Degree or Diploma in Hospitality Management, Hotel Management, Business Management, or a related field. Minimum 8–10 years' experience within the hospitality industry, with at least 5 years in a senior hotel management or General Manager position. Proven experience within a luxury boutique hotel, five-star hotel, luxury lodge, resort, or premium hospitality environment. Strong financial management, budgeting, and commercial experience. Demonstrated success in driving occupancy, revenue growth, and guest satisfaction. Experience managing multi-department hotel operations. Knowledge of hospitality systems, PMS platforms, and revenue management practices. Strong understanding of South African labour legislation and hospitality compliance requirements. Exceptional leadership, communication, and stakeholder management skills. Valid driver's licence and own reliable transport. Ideal Candidate Profile The ideal candidate is a sophisticated hospitality leader who understands that luxury hospitality is built on exceptional service, operational excellence, and attention to detail. They are commercially astute, highly visible within the operation, and capable of inspiring teams to consistently exceed guest expectations. They combine strategic thinking with hands-on leadership and have a proven ability to create profitable, guest-centric hospitality environments. What We're Looking For Proven luxury hospitality leadership experience Strong commercial and financial acumen Exceptional guest engagement skills Strategic thinking and business development capabilities Outstanding communication and interpersonal skills High emotional intelligence and people leadership ability Strong problem-solving and decision-making skills Ability to perform effectively under pressure Passion for service excellence and hospitality Commitment to building high-performing teams Professional presence and attention to detail If you are an experienced hospitality executive looking to lead a luxury boutique hotel and make a meaningful impact on guest experiences, operational performance, and business growth, we would love to hear from you.