General Manager

SUMMARY:
The General Manager will be responsible for the overall management and performance of the lodge operation, ensuring exceptional guest experiences, strong operational standards, effective financial management and a high-performing team.
The successful candidate will provide hands-on leadership across all areas of the operation, driving profitability, revenue growth, service excellence and continuous improvement.
Key Responsibilities
Operational Management

• Oversee the day-to-day operations of the lodge.
• Ensure all departments operate efficiently and to consistently high standards.
• Maintain exceptional guest service and operational standards.
• Take ownership of operational challenges and implement effective solutions.
• Maintain a visible and hands-on management presence.
• Continuously identify opportunities to improve operational efficiency and the guest offering.

• Take responsibility for the financial performance of the operation.
• Drive profitability and revenue growth.
• Monitor expenditure and implement effective cost-control measures.
• Review financial performance and identify areas requiring improvement.
• Assist with revenue forecasting and business planning.
• Identify opportunities to improve overall commercial performance.

• Ensure a consistently high level of guest satisfaction.
• Maintain and improve the overall guest experience.
• Ensure guest feedback is addressed promptly and professionally.
• Identify opportunities to introduce new experiences and improve the lodge offering.
• Build strong relationships with guests and ensure a welcoming, professional environment.

• Lead, manage and motivate the lodge team.
• Develop a strong, engaged and accountable team culture.
• Set clear performance expectations and monitor departmental performance.
• Coach and develop employees to reach their full potential.
• Address performance and disciplinary matters appropriately.
• Lead by example and promote teamwork, professionalism and accountability.

• Work closely with Reservations and Sales to drive occupancy and revenue.
• Identify opportunities to increase revenue and improve business performance.
• Monitor market trends and identify potential commercial opportunities.
• Support initiatives aimed at increasing occupancy and guest spend.

• Introduce creative ideas and initiatives to enhance the guest experience.
• Identify new commercial opportunities.
• Drive continuous improvement across the operation.
• Evaluate the business impact of new initiatives and ensure they contribute to profitability and guest satisfaction.

POSITION INFO:
Minimum Requirements Minimum of 5 years' hospitality experience . Proven senior management experience within a lodge, hotel or similar hospitality operation. Previous General Manager experience is required . Exceptional Deputy General Managers or Operations Managers may be considered. Strong operational, commercial and leadership skills. Sound understanding of financial management and cost control. Experience with revenue forecasting and business performance. Proven experience managing and developing a large hospitality team. Strong understanding of luxury hospitality and guest service standards. Skills & Competencies Strong leadership and people-management skills. Excellent operational management abilities. Strong financial and commercial understanding. Revenue and cost-control knowledge. Excellent communication and interpersonal skills. Strong decision-making and problem-solving abilities. Ability to work effectively under pressure. Strong organisational and planning skills. Guest-focused approach. Ability to drive accountability and performance. Creative and entrepreneurial mindset. Ability to identify and implement business-improvement opportunities. Personal Attributes The ideal candidate will be: Decisive and resilient. Solution-driven. Hands-on and operationally involved. Guest-focused and approachable. Creative and entrepreneurial. Results-oriented. A strong people developer. Commercially minded. Confident and professional. Able to lead by example. Passionate about delivering exceptional hospitality experiences. Key Performance Areas The successful candidate will be expected to demonstrate the ability to: Improve profitability and revenue. Maintain exceptional operational and guest standards. Build a strong, engaged and accountable team. Improve team culture and performance. Drive innovation and new guest experiences. Identify and implement commercial opportunities. Successfully manage the overall lodge operation.