General Manager – Resort & Spa (Five-star experience essential)

Contact person for this position:  Amori Prinsloo

amori@joblinkplacement.co.za

Website: www.joblinkplacement.co.za

An exceptional opportunity has become available for an experienced and passionate General Manager from South Africa to lead a prestigious five-star luxury resort and spa on the idyllic island of Zanzibar.

Please note:  This role requires proven General Manager experience within a five-star resort environment.  Candidates with experience limited to lodges, safari lodges, or game lodges will not be considered.  Experience managing a full-service luxury resort with facilities such as a spa, restaurants, bars, swimming pools and leisure amenities is essential.

Role Purpose

The General Manager is responsible for the overall leadership, management, and successful operation of a five-star luxury resort and spa, ensuring exceptional guest experiences, world-class service standards, and outstanding financial performance.  The role oversees all resort operations, including accommodation (+-150 rooms), food and beverage, spa, leisure and recreational facilities, housekeeping, maintenance, and guest services.  The General Manager is responsible for driving operational excellence, leading and developing high-performing teams, implementing strategic business initiatives, and maintain the highest standards of luxury hospitality, compliance, and risk management.

Key Performance Areas

Operational Excellence

Ensure all hotel departments operate efficiently and deliver high-quality service consistently.

Outcomes:

• Oversee daily operations across all departments.
• Conduct regular HOD meetings to monitor performance.
• Ensure departmental SOP compliance.
• Maintain high service standards.
• Handle operational escalations promptly.
• Coordinate cross-departmental collaboration.
• Monitor guest satisfaction scores.
• Train staff on updated procedures.
• Conduct operational audits.
• Ensure timely procurement and inventory control.

Financial Performance Management

Outcomes:

• Prepare and execute annual budgets.
• Review financial reports with Financial Controller.
• Monitor department-wise expenses.
• Drive cost-saving initiatives.
• Identify new revenue opportunities.
• Ensure timely procurement within budget.
• Monitor occupancy rates and average daily rates (ADR).
• Coordinate with Sales & Marketing for promotions.
• Track departmental P&Ls.
• Conduct monthly financial reviews.

Guest Experience & Satisfaction              

Ensure an exceptional guest experience through personalized services and quality assurance.

Outcomes:

• Review guest feedback regularly.
• Resolve guest complaints efficiently.
• Implement guest loyalty programs.
• Train staff in customer service.
• Monitor housekeeping standards.
• Ensure timely check-ins/outs.
• Enhance guest amenities and services.
• Engage directly with VIP guests.
• Promote a guest-first culture.
• Monitor guest retention metrics.

Human Resources Management

Build a motivated, skilled, and performance-driven workforce.

Outcomes:

• Hire key staff in consultation with MD.
• Conduct annual performance reviews.
• Develop training and development plans.
• Address disciplinary issues promptly.
• Maintain high staff morale.
• Monitor staff turnover rates.
• Ensure proper onboarding.
• Drive succession planning.
• Facilitate team-building initiatives.
• Foster an inclusive and safe work culture.

Strategic Planning & Business Development

Develop and execute long-term strategies for sustainable growth.

Outcomes:

• Create annual business development plans.
• Analyze market trends and competitor performance.
• Explore new partnerships.
• Align strategy with brand goals.
• Review long-term CAPEX needs.
• Lead innovation and change management.
• Launch new products/services.
• Conduct SWOT analysis.
• Identify digital opportunities.
• Present strategic plans to the board.

Operational and Divisional Risk Control

Ensure safety, compliance, and risk mitigation across departments.

Outcomes:

• Identify and assess operational risks.
• Implement risk control systems.
• Conduct regular safety audits.
• Train staff on risk and safety protocols.
• Ensure regulatory compliance.
• Monitor emergency readiness.
• Maintain insurance coverage.
• Oversee incident reporting and action.
• Enforce cyber-security policies.
• Maintain legal documentation.

Brand Representation and Stakeholder Engagement

Represent the hotel professionally and foster strong relationships with internal and external stakeholders.

Outcomes:

• Act as brand ambassador.
• Attend industry events.
• Represent hotel in media engagements.
• Maintain investor relations.
• Ensure brand alignment in operations.
• Facilitate guest feedback sessions.
• Maintain community engagement.
• Communicate vision to staff.
• Manage stakeholder expectations.
• Publish monthly performance updates.

People Development & Leadership         

Outcomes:

• Ensure departmental KPIs are met through team alignment.
• Implement structured performance appraisal system.
• Drive training and up-skilling programs.
• Retain top talent and reduce attrition.
• Build a pipeline of future leaders.
• Conduct regular team feedback sessions.
• Encourage cross-functional collaboration.
• Promote workplace safety and wellbeing.
• Reward and recognize top performers.
• Establish a culture of accountability and ownership.

Role Reports To:  Executive Director/Chairman

Team:    Production, Maintenance, Sales, Stores, Logistics, Finance, HR, Marketing

Qualifications

• Strong background in luxury hospitality
• 8 – 10 years of progressive management experience, including several years in a Senior Leadership role within a five-star resort.
• A degree or diploma in Hospitality Management, Hotel Management, Business Administration or related field
• Sales and marketing awareness
• Ability to work under pressure
• Excellent communication skills