| Description |
Requirements:
- Bachelor’s degree or diploma in Hospitality Management or related field.
- 7–10 years of hospitality experience with at least 3 years in a senior management role (Hotel Manager, Operations Manager, or equivalent).
- Strong track record in boutique, luxury, or high-end properties.
- Familiarity with property management systems (e.g., Opera, Micros, or similar PMS/POS).
- Ability to work flexible hours, including evenings, weekends, and holidays.
Responsibilities:
Leadership and Operations
- Provide day-to-day leadership across all operational departments to ensure seamless hotel operations.
- Guide HODs in setting and achieving departmental goals aligned with the overall business strategy.
- Ensure service standards, guest care, and operational procedures are implemented consistently across all departments.
- Monitor daily operations, anticipate potential issues, and ensure proactive problem-solving to uphold guest satisfaction.
- Serve as Acting General Manager in the absence of the Managing Director.
- Comply with all applicable South African hospitality and labour laws.
- Ensure all staff are trained on, and adhere to, health and safety practices.
- Safeguard confidential guest and staff information in line with privacy regulations.
Financial Management
- Work with the Finance Director to prepare, monitor, and manage budgets and forecasts.
- Review departmental performance monthly and provide clear direction to ensure financial targets are met.
- Approve departmental budgets and manage expenditure in line with financial objectives.
- Maximise room revenue and yield through effective rate management, upselling, and occupancy strategies.
- Implement strict cost control measures across all operating areas, including payroll, purchasing, and inventory.
Guest Experience and Quality
- Oversee the delivery of a premium, personalised guest experience in all areas of the hotel.
- Monitor and respond to guest feedback through surveys, online platforms, and direct interaction.
- Ensure swift resolution of guest complaints and service recovery in line with brand values.
- Champion a culture of hospitality excellence and continuous improvement across all teams.
- Build and maintain strong guest relationships, engaging personally with VIPs and regular guests.
- Represent the hotel at community, tourism, and media events as required to strengthen brand visibility.
- Ensure SOPs are implemented, documented, and adhered to across all departments.
- Conduct regular inspections of guest rooms, public areas, food outlets, and back-of-house to maintain quality.
- Review quality performance metrics and identify improvement opportunities.
- Take proactive steps to ensure service consistency and operational excellence.
Human Resources and People Leadership
- Lead and motivate HODs to deliver departmental objectives and service excellence.
- Conduct regular one-on-one check-ins, performance reviews, and development planning for HODs.
- Promote succession planning and training to develop future leaders within the hotel.
- Foster a positive workplace culture based on respect, accountability, teamwork, and recognition.
- Collaborate with HR to ensure fair labour practices, compliance, and staff well-being.
- Ensure guest-facing areas reflect the boutique luxury positioning of the hotel.
- Monitor cleanliness, presentation, and safety standards throughout the property.
Please note that if you do not receive a response within 2 weeks, your application has been unsuccessful.
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