General Manager - Operations

SUMMARY:
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POSITION INFO:

General Manager – Operations | North West Province | Permanent

Lead a flagship resort operation that combines hospitality, gaming, conferencing and entertainment. Drive performance, quality and guest experience in a complex, high-energy environment.

As General Manager – Operations, you will take full operational responsibility for a multi-faceted resort, covering hospitality, support functions and the gaming floor. You will be accountable for achieving revenue, market share and profitability targets while ensuring the property remains impeccably maintained, compliant and guest-focused. This is a hands-on operational leadership role that calls for strong commercial flair, disciplined cost control and a passion for service excellence.

You will own the full business cycle – from developing and executing the annual business plan, to driving operational standards, to implementing profit improvement initiatives. You will ensure strict adherence to group policies and Gaming Board regulations, while maintaining a forward-thinking capex and maintenance programme that keeps the property in top condition.

Our client is an established, award-winning hospitality and entertainment group with a portfolio of leading hotel, casino and convention properties. The resort you will lead offers hotel accommodation, casino action, conferencing, live entertainment and leisure amenities, and is a key asset within the group’s national footprint.

What You’ll Do

• Take full operational responsibility for the resort, including hospitality, gaming and support functions
• Deliver revenue, market share and profitability targets in line with the approved business plan
• Develop a comprehensive annual business plan and drive disciplined execution across all departments
• Ensure strict compliance with all legislation, Gaming Board rules and internal policies
• Uphold and continuously improve operational standards, cleanliness and hygiene across the property
• Lead a proactive capex, maintenance and asset-care programme to protect and enhance the resort
• Drive transformation and B-BBEE for the operation, including establishing and managing a Transformation Committee and achieving targeted B-BBEE levels
• Build and maintain strong relationships with key stakeholders – employees, guests, unions, shareholders, community leaders and regulators
• Embed the group’s values of Respect and Humility, Integrity, Collaboration and Accountability in all activities and decisions
• Oversee budgets, cost control and profit improvement initiatives to ensure sustainable business performance
• Ensure an effective marketing, promotions and entertainment calendar aligned to business needs
• Champion the group customer care programme to consistently meet and exceed guest expectations
• Lead, coach and performance-manage a senior management team to deliver superior results
• Ensure every employee has clear objectives, regular feedback and is engaged in achieving resort goals
• Implement group initiatives, projects and new standards as approved by head office and OPCO

What You Bring

• Matric / Grade 12 or equivalent
• A business degree and/or hotel or hospitality management qualification (essential)
• Minimum 8 years’ experience in hotel / hospitality, gaming or large-format retail, with at least 5 years at a senior management level
• Strong financial acumen and commercial flair, with a proven ability to manage budgets and drive profitability
• Demonstrated success in leading complex, multi-department operations in a high-pressure environment
• Strong leadership skills with the ability to motivate, develop and hold management and staff accountable
• Critical attention to detail in standards, compliance and guest experience
• A self-starter mindset with resilience and the ability to deliver results in tough trading conditions
• Track record of managing projects to deadline and implementing operational improvements
• Independent thinker who is also a collaborative team player
• High level of results orientation, ownership and follow-through

Operational Requirements

• Valid driver’s licence and willingness to travel as required
• Ability to work extended hours, including weekends and public holidays, in line with operational demands
• Willingness to work in a smoking environment, where required by the gaming operation
• Ability to meet all regulatory requirements of the relevant Gaming Board

What Success Looks Like

• Revenue, market share and profitability targets consistently achieved or exceeded
• A well-maintained, compliant and audit-ready property with exemplary cleanliness and hygiene standards
• Strong B-BBEE performance with a functioning Transformation Committee and achievement of targeted levels
• Highly engaged teams with clear objectives, strong performance and low regrettable turnover
• Positive, constructive relationships with employees, guests, unions, community stakeholders and regulators
• Robust cost control and effective profit improvement initiatives supporting long-term sustainability
• A compelling marketing, promotions and entertainment calendar that drives footfall and spend
• High guest satisfaction scores and repeat visitation driven by consistent service excellence
• Group projects and initiatives effectively implemented on time and to standard