Boutique Luxury Hotel Operations Lead

Headhunters; Oos-Kaap; On-site; ZAR 1,200,000 - 2,000,000; Full time

Job summary

Headhunters is seeking a seasoned Hotel General Manager for a boutique luxury property in South Africa. You will lead day-to-day operations, guide department heads, uphold service standards, and drive guest satisfaction while ensuring compliance with local laws.

In this role you will manage budgets, optimise revenue, and champion staff development. You may act as General Manager in the Managing Director's absence, with a focus on privacy, safety, and delivering a premium guest experience.

Qualifications

• 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.
• Experience with boutique, luxury, or high-end properties.
• Familiarity with property management systems (Opera, Micros).
• Ability to work flexible hours, including evenings, weekends, and holidays.

Responsibilities

• 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.
• 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.
• 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.
• 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.

Skills

Leadership

Operational Excellence

Guest Experience

Flexible Hours

Education

Bachelor’s degree or diploma in Hospitality Management or related field

Tools

Opera PMS

Micros PMS

Job description

Headhunters is seeking a seasoned Hotel General Manager for a boutique luxury property in South Africa. You will lead day-to-day operations, guide department heads, uphold service standards, and drive guest satisfaction while ensuring compliance with local laws.

In this role you will manage budgets, optimise revenue, and champion staff development. You may act as General Manager in the Managing Director's absence, with a focus on privacy, safety, and delivering a premium guest experience.