Deputy General Manager

Job Description

Deputy General Manager – Luxury Hotel, Bantry Bay

Kendrick Recruitment is seeking an experienced and strategic Deputy General Manager to join a prestigious luxury hotel in Bantry Bay. Reporting directly to the General Manager, this senior leadership role will oversee day-to-day hotel operations, drive operational excellence, and ensure an exceptional guest experience across all departments.

Key Responsibilities :

Strategic and Operational Leadership :

Partner with the General Manager to execute the hotel’s strategic vision, business objectives, and performance targets.

Oversee daily operations across Rooms, Food & Beverage, Housekeeping, Spa, Guest Experience, Security, and Engineering.

Lead operational strategies that support the hotel’s luxury positioning and revenue growth.

Review departmental performance metrics to identify efficiency and service improvement opportunities.

Ensure seamless interdepartmental collaboration and communication.

Act as liaison between the General Manager and Heads of Department to translate strategy into actionable plans.

Drive continuous improvement through benchmarking, innovation, and best practices.

Customer and Service Excellence :

Champion a culture of service excellence and personalised guest experiences.

Monitor guest feedback and implement proactive solutions to improve satisfaction.

Maintain strong relationships with key guests, partners, and stakeholders.

Oversee complaint resolution, ensuring timely and effective handling of issues.

People Development and Leadership :

Provide leadership, coaching, and direction to all Heads of Department.

Support succession planning, performance management, and talent development initiatives.

Lead departmental meetings and daily briefings, promoting collaboration and accountability.

Uphold a workplace culture valuing diversity, respect, and teamwork.

Oversee recruitment, selection, and onboarding of key management positions.

Recognise and reward employee performance that reflects service excellence.

Financial and Budgetary Oversight :

Support the General Manager and Financial Controller in budget preparation, forecasting, and cost control.

Monitor revenue performance, payroll costs, and departmental expenses.

Identify operational cost-saving opportunities without compromising quality or guest experience.

Analyse financial and operational trends to improve performance and profitability.

Facilities, Quality, and Compliance :

Oversee maintenance, safety, and hygiene standards across the property.

Ensure operational compliance with brand standards, health, safety, and hygiene regulations.

Lead audits, inspections, and compliance reviews.

Monitor service delivery metrics to ensure continuous improvement.

Maintain awareness of hospitality legislation including labour, liquor, and health regulations.

Lead risk management initiatives including fire, safety, and security procedures.

Guest Experience and Brand Reputation :

Ensure all guest journey touchpoints reflect luxury service standards.

Collaborate with Marketing and Sales to enhance brand image and community engagement.

Qualifications and Experience :

Bachelor’s Degree or Diploma in Hospitality Management, Business Administration, or related field (essential).

Postgraduate qualification or executive management certification (advantageous).

Minimum 10 years’ senior hotel leadership experience, including 3–5 years as an Assistant General Manager, Deputy General Manager, Operational Manager, or Hotel Manager in a luxury or five-star environment.

Proven ability to oversee Rooms, Food & Beverage, Housekeeping, Spa, Guest Experience, Security, and Engineering.

Strong financial acumen with experience in P&L management, forecasting, and profitability delivery.

Knowledge of hotel systems (Opera PMS, Micros) is preferred.

Exceptional leadership, communication, negotiation, and relationship-building skills.

In-depth understanding of the Cape Town hospitality market and commercial insight.

Salary : Negotiable depending on experience.

This role offers a unique opportunity for a seasoned hospitality professional to play a pivotal role in the operational and strategic success of a prestigious luxury hotel in Bantry Bay.

Requirements

experience