General Manager

Duties :

Strategic & Operational Leadership :

Develop and execute annual business plans for the hotel and restaurant ensuring alignment with the group's vision and goals.

Align operational goals with brand positioning, guest experience targets, and financial objectives.

Lead cross-functional coordination between hotel and restaurant operations.

Maintain and communicate the goodwill of the brand through site inspections, hosting journalists, and engaging with the market.

Act as the primary liaison between the support office and the hotel and restaurant, ensuring effective communication and alignment of goals and strategies.

Guest Experience, Innovation & Brand Standards :

Lead the guest experience from pre-arrival to post-departure, ensuring seamless luxury service across guest touchpoints.

Monitor guest feedback channels and personally manage key complaints, using feedback as a learning opportunity.

Maintain brand-aligned design, ambiance, and experiential offerings.

Benchmark against industry trends and competitor offerings to maintain innovative service standards.

Take a proactive, visible role in guest hosting to build relationships and ensure a personalized experience throughout the guest journey.

Financial Management & Procurement :

Develop, manage, and report on property-level budgets and forecasts.

Control costs, optimise profitability, and manage P&L for both entities.

Support procurement negotiations to achieve favourable property and group-level agreements.

Approve purchasing and capital expenditure in line with company policy.

Team Leadership, Succession & Culture :

Recruit, onboard and manage key personnel across the hotel and restaurant.

Conduct monthly departmental meetings and one-on-one sessions with all direct reports.

Champion a culture of accountability, innovation, and service excellence.

Implement a structured performance management system, including personal KPIs, mid-year reviews, and succession planning.

Step in temporarily during vacancies in key roles to ensure operational continuity.

Facilitate staff development and identify high-potential talent for future leadership roles

Support cross-property training and coordinate with external trainers as needed.

Sales, Marketing & Revenue Generation :

Collaborate with the central sales and marketing team to drive direct bookings and foot traffic.

Support event sales, brand partnerships, and guest engagement initiatives.

Monitor pricing, packages, and promotions to maintain competitiveness.

Manage and host key site inspections to ensure they are professionally hosted and aligned with the brand positioning.

Compliance, Community & Standards :

Ensure compliance with labour legislation, health and safety, and food safety regulations.

Oversee maintenance and hygiene standards across hotel and restaurant facilities.

Implement SOPs and quality control audits across departments.

Strategically evaluate and implement sustainable, energy-efficient practices that strengthen the long-term viability of the business, with specific consideration to business risks withing the city such as water shortages and load shedding.

Neighbourhood Engagement :

Establish and support community partnerships that reflect the business in a strong, positive light to relevant stakeholders.

Manage the hotel and restaurant's role as a stakeholder in the broader Kloof Street and Gardens community.

Actively engage in neighbourhood groups, forums, body corporates and community initiatives to foster goodwill and local collaboration.

Establish and maintain strong relationships with neighbouring businesses to promote and strengthen the Kloof Street district brand.

Drive initiatives that contribute to the improvement and aesthetic upkeep of the surrounding district, ensuring it aligns with guest expectations and brand image.

Requirements : Grade 12

Diploma or Degree in Hospitality Management or Business Administration

A minimum 10 - 15 years of hospitality experience with at least 5+years experience in Senior Management

Proven track record in luxury boutique hotels and / or fine dining environments

Deep understanding of Cape Towns tourism and culinary market

Familiarity with PMS, POS, and revenue management systems

Valid drivers license and ability to work flexible hours, including weekends

Strategic thinking with hands-on operational ability

Strong financial literacy and commercial acumen

Guest-centric mindset with luxury service orientation

Leadership, motivation, and people development skills

Calm and solution-driven under pressure

Excellent verbal and written communication

High emotional intelligence and stakeholder engagement capability