The General Manager oversees the overall performance of a vast private game reserve, managing two large-scale luxury lodges under a unified cluster framework. This role combines strategic commercial leadership with active operational engagement to ensure profitability, exceptional guest experiences, and consistent brand excellence across the expansive property. Responsible for asset management, revenue growth, operational standards, team performance, and the preservation of brand integrity, while fostering a culture of discipline, innovation, and excellence. Candidate Requirements: Minimum 10 years hospitality management experience, with at least 5 in a senior GM or cluster-level role. Proven track record in 45 star luxury hotels and resorts. Demonstrated strength in financial management, operations, and people leadership. Deep understanding of South African hospitality regulations, labour law, and safety compliance. Strategic and analytical thinker with a strong operational backbone. High attention to detail. Commercially driven, data-informed, and result-oriented. Strong interpersonal and communication skills. Highly visible, hands-on leadership style, leads from the front. Resilient, decisive, and composed under pressure. Passionate about guest experience, nature, and conservation. Upholds integrity, accountability, and brand pride. Key Performance Focus Areas Achievement of revenue and profitability targets. Delivery of exceptional guest satisfaction across all feedback channels. Adherence to brand standards and quality audit outcomes. High staff engagement and reduced turnover through effective people management. Maintenance of assets and infrastructure to the highest operational standards. Strong cost control and effective management of operational efficiencies. Development of leadership capability and succession readiness within the team. Productive relationships with ownership and group leadership, reflecting mutual trust and satisfaction. Strategic and Commercial Responsibilities Translate the broader group strategy into measurable, action-driven plans for property leadership teams. Identify and pursue growth opportunities for each lodge, enhancing their product, guest experience, and market position. Build and maintain partnerships with tourism boards, conservation entities, and corporate stakeholders to strengthen brand visibility. Collaborate with marketing teams to elevate brand storytelling, PR initiatives, and reputation management. Contribute to the continuous evolution of the clusters concept, driving innovation, product differentiation, and potential expansion. Benchmark performance against leading luxury lodges and champion progress in guest experience, sustainability, and service delivery. Operational Leadership Conduct weekly inspections across both lodges to assess presentation, cleanliness, maintenance, team readiness, and service standards. Review operational checklists and ensure precision and consistency in every guest touchpoint. Actively participate in daily briefings and meetings to align teams on performance and service priorities. Monitor key property metrics including occupancy, guest spend, staff productivity, and service recovery effectiveness. Provide on-the-ground leadership during peak or high-profile periods, assisting Lodge Managers with practical support and solutions. Set the example for maintaining calm, excellence, and attention to detail under pressure. People and Culture Mentor and guide the Deputy General Manager, Lodge Managers, and departmental heads to achieve results and build leadership depth. Cultivate a culture of accountability, respect, and guest-centric service across all teams. Ensure seamless communication and collaboration between both lodges and central cluster functions. Oversee fair and transparent performance management, succession planning, and career development processes. Champion leadership development through coaching, exposure, and structured growth initiatives. Partner with HR to manage workplace discipline, attendance, and cultural alignment effectively. Asset and Maintenance Oversight Ensure that all physical assets, systems, and utilities are maintained at optimal performance levels. Supervise the maintenance team and uphold strong preventive maintenance programs. Partner with technical services and property owners on CAPEX planning, project execution, and long-term asset preservation. Conduct regular property inspections to verify quality, safety compliance, and maintenance standards.
