General Manager

ABC Worldwide (AKA BRIP Careers Worldwide); Wes-Kaap; On-site; ZAR 900,000 - 1,700,000; Full time

Job summary

ABC Worldwide (AKA BRIP Careers Worldwide) is seeking a General Manager to oversee day-to-day operations across assigned properties, focusing on exceptional guest experiences and strong property performance.

The role requires a hands-on, owner-operator mindset with leadership, financial acumen, and operational excellence. Decentralised decision-making and Kaizen-driven improvement are核心 to success.

Qualifications

• Proven leadership of on-site teams in hospitality.
• Strong financial acumen and budgeting experience.
• Knowledge of Kaizen and SOP implementation.
• Ability to drive guest and owner satisfaction.

Responsibilities

• Oversee day-to-day operations of property operations and guest experiences.
• Lead on-site teams, mentor staff, and uphold service standards.
• Develop and manage budgets, cost controls, and revenue opportunities.
• Produce monthly reports and quarterly reviews with KPIs and risks.

Skills

Leadership

Kaizen

Owner-operator mindset

Budgeting

Education

Bachelor's degree in hospitality management or related field

Tools

Kaizen Trello Board

Job description

The General Manager is responsible for overseeing the day-to-day operations of assigned properties, ensuring exceptional guest experiences, strong property performance, and alignment with overall business and operational objectives.

This role requires a hands-on, owner-operator mindset, combining strong leadership, financial acumen, and operational excellence. The General Manager will foster a high-performance culture built on accountability, continuous improvement (Kaizen), and decentralised decision-making.

Key Responsibilities

Leadership & Operational Strategy

• Implement operational strategies aligned with broader business objectives to drive optimal property performance and guest satisfaction
• Foster a culture of excellence, teamwork, accountability, and innovation across on-site teams
• Lead by example, embedding service excellence and continuous improvement into daily operations
• Manage property-level budgets, controlling costs while identifying revenue-generating opportunities
• Optimise resources to support the achievement of free cash flow targets
• Negotiate vendor contracts and manage supplier relationships without compromising quality or service standards

Property & Operational Oversight

• Oversee daily property operations including check-ins, housekeeping, maintenance, and common areas
• Ensure compliance with all regulatory requirements and internal operational standards
• Develop and execute preventative maintenance schedules to minimise downtime, guest complaints, and operational risk
• Lead, mentor, and performance-manage operational teams
• Foster a culture of accountability, collaboration, and continuous improvement
• Implement training programmes focused on service excellence, problem-solving, and operational consistency

Stakeholder & Owner Relationships

• Build and maintain strong relationships with property owners, building managers, contractors, and local partners
• Act as a key point of contact to enhance operational efficiency and guest experience outcomes
• Embed a decentralised decision-making culture at property level
• Encourage proactive problem-solving and accountability through an owner-operator mentality
• Drive long-term improvements through Kaizen principles and standard operating procedures

Reporting & Governance

The General Manager is responsible for accurate, timely reporting to support decision-making and continuous performance improvement.

Key Reporting Requirements

Monthly Property Report

• Property-level operational performance
• Financial results and cost control measures
• Guest satisfaction metrics
• Staff productivity and compliance checks
• Identification of improvement opportunities using Kaizen principles

Quarterly Operational Review

• Comprehensive review of property performance
• Key achievements, risks, and challenges
• Forward-looking action plans to address operational gaps and leverage opportunities
• Fully maintained and up-to-date Kaizen Trello Board, demonstrating:
• Clear understanding of Kaizen philosophy
• Short- and long-term improvement initiatives
• Projects focused on enhancing guest and owner experience

Key Performance Indicators (KPIs)

KPI 1: Free Cash Flow

Objective: Drive profitability through effective expense management and operational efficiency

Target: Meet or exceed the free cash flow targets outlined in the annual financial business plan for each property

KPI 2: Guest Satisfaction

Objective: Deliver consistently high guest satisfaction to drive loyalty and repeat business

Targets:

• Booking.com: Minimum score of 8.8
• Airbnb: Minimum score of 4.85
• Google: Minimum score of 4.8

KPI 3: Owner Retention

Objective: Maintain strong, long-term property owner relationships

Target: 95% annual owner retention per property (excluding units converting to long-term rental or owner occupancy)

KPI 4: Strategic Growth & Culture Execution

• Demonstrated understanding and application of Kaizen philosophy
• Consistent implementation of Standard Operating Procedures (SOPs)
• Strong owner-operator mentality across teams
• Effective decentralised decision-making at General Manager level

The General Manager is expected to lead through action, accountability, and integrity. The following principles guide decision-making and team leadership:

• Customer-Centric Focus: Consistently prioritise guests and owners, aiming to exceed expectations
• Accountability: Deliver on commitments and build trust through reliability
• Strategic Ownership: Take responsibility for outcomes, both successes and failures
• Honesty & Integrity: Communicate transparently and act ethically at all times
• Bias for Action: Make timely, informed decisions while managing risk appropriately
• Resourcefulness: Maximise value through efficient and creative use of resources
• Leadership by Example: Build strong teams through mentorship, collaboration, and action
• Commitment to Kaizen: Continuously seek improvement and innovation
• Sustainability: Consider long-term environmental, social, and economic impact in decision-making
• Equanimity & Meritocracy: Treat all stakeholders fairly and promote merit-based outcomes
• Maintenance & Prevention: Prioritise proactive planning and preventative maintenance
• Autonomy: Empower teams to make decisions and operate with confidence and independence