5-starGraaff Reinet Guest Relations Hospitality Hotel manager Opera

 

GENERAL DUTIES &  RESPONSIBILITES      
Leadership & 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.

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.
• 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 & 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.

Human Resources & 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.

Compliance & Risk Management

• Ensure adherence to South African hospitality, labour, health and safety, and food safety legislation.
• Oversee the implementation of OHSA and HACCP standards across all relevant areas.
• Ensure valid licensing and compliance documentation for liquor, fire safety, and operational permits.
• Maintain audit readiness through accurate record-keeping and operational discipline.

Facilities & Maintenance

• Oversee the Maintenance Manager in ensuring the hotel property, guest rooms, and public areas are impeccably maintained.
• Approve preventative maintenance schedules and ensure timely completion.
• Monitor capital projects, refurbishments, and upgrades to align with brand and guest expectations.
• Ensure the hotel environment is safe, functional, and aesthetically pleasing at all times.

 
CUSTOMER SPECIFIC RESPONSIBILITIES  

• Build and maintain strong guest relationships, engaging personally with VIPs and regular guests.
• Ensure personalised service and attention to detail enhances every aspect of the guest journey.
• Represent the hotel at community, tourism, and media events as required to strengthen brand visibility.

 
PEOPLE SPECIFIC RESPONSIBILITIES

• Lead the HOD team with integrity, vision, and accountability.
• Encourage cross-departmental collaboration and communication to create a cohesive team culture.
• Support HODs in managing their teams effectively, providing coaching and mentoring where needed.
• Promote fair and transparent performance management processes.

QUALITY SPECIFIC RESPONSIBILITIES

• 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.

 
FINANCE SPECIFIC RESPONSIBILITIES

• Approve departmental budgets and manage expenditure in line with financial objectives.
• Monitor room yield, occupancy, F&B revenue, and event profitability.
• Oversee cost management initiatives without compromising guest experience.
• Work with Finance to ensure financial compliance, reporting accuracy, and efficient debtor and creditor management.

FACILITIES

• Ensure guest-facing areas reflect the boutique luxury positioning of the hotel.
• Monitor cleanliness, presentation, and safety standards throughout the property.
• Collaborate with Maintenance to ensure efficient use of resources and cost-effective solutions.

 
LEGAL AND COMPLIANCE SPECIFIC RESPONSIBILITIES

• 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.

 
ADDITIONAL DUTIES This Job Profile outlines the primary duties of the Hotel Manager role. Management may assign additional responsibilities as required in line with organisational needs.
 
CORE COMPETENCIES

• Leadership and People Development
• Operational Excellence and Service Quality
• Financial Acumen and Cost Control
• Guest-Centric Focus
• Decision-Making and Accountability
• Communication and Relationship-Building
• Adaptability and Problem-Solving under Pressure

QUALIFICATIONS & SKILLS  
Educational Requirements:

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

Experience:

• 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.

Additional Requirements:

• Strong interpersonal and leadership skills.
• Familiarity with property management systems (e.g., Opera, Micros, or similar PMS/POS).
• Ability to work flexible hours, including evenings, weekends, and holidays.