General manager: hospitality

How client is seeking an experienced, commercially minded and guest-focused General Manager: Hospitality to lead the estate’s hospitality operations. This senior role is responsible for translating the client’s brand strategy into an exceptional operating model across the visitor experience, food and beverage operations, events, tourism engagement and hospitality team performance. The General Manager: Hospitality is accountable for the overall strategic, operational, financial and commercial performance of Hospitality as a business unit, ensuring that guest experience, revenue generation, cost management, team capability and brand standards are effectively balanced to deliver sustainable profitability and long-term growth.

Key Responsibilities
Develop and implement a clear hospitality strategy that supports the the client brand, commercial objectives and premium guest experience Translate strategy into practical operating models, service standards, staffing structures, SOPs and daily execution plans Act as brand owner and custodian for the hospitality experience, ensuring that all guest-facing operations, communications, service standards and touch points consistently protect and strengthen the the client’s brand Lead, coach and manage the hospitality team to deliver consistent service excellence, operational discipline and a high-performance culture Prepare, manage and monitor the annual hospitality budget, including operating costs, revenue targets, profitability and capital project inputs Take accountability for revenue planning, forecasting and ongoing financial performance, including monitoring revenue against targets, labour costs, food and beverage costs, operating expenses, margins and profitability, and implementing corrective action where required Provide ongoing commercial analysis and strategic course correction to ensure Hospitality remains financially sustainable and responsive to changing market, guest and operational conditions Drive growth, profitability, innovation and execution excellence across hospitality operations, events, tourism partnerships and guest-facing services Take overall commercial accountability for Hospitality as a business unit, understanding and managing the relationship between guest experience, pricing, average spend, revenue, cost and profitability Oversee guest experience, service recovery, operational readiness, stock control, systems use and day-to-day performance standards Champion a positive, engaged and excellence-driven culture aligned with the values and reputation of the client Ensure operational readiness and service excellence across hospitality touch points, including visitor experience, food and beverage, events and estate-facing guest services Balance guest expectations, team capacity, commercial impact and brand reputation in day-to-day decision-making Identify and implement improvements to processes, service standards, guest journeys and operating efficiencies Drive medium
- to long-term initiatives focused on cost optimisation, revenue growth, team capability and sustainable SOPs Maintain strong collaboration with Finance, Human Resource, Marketing, Production, estate management, ownership representatives, suppliers, contractors and tourism partners Culinary and Food & Beverage Leadership Provide strong strategic and operational leadership across the food and beverage operation, working closely with the Head Chef/HOD to ensure the food offering supports the overall Hospitality strategy and commercial objectives Maintain a strong working knowledge of kitchen and F&B operations, including food cost, margins, labour utilisation, productivity, stock management and overall kitchen performance Work meaningfully with the Head Chef on menu development, menu pricing, concepts, product offering and the ongoing evolution of the culinary experience, ensuring that the food offering is commercially viable and aligned with the client brand and guest expectations Monitor and address the commercial and operational performance of the kitchen and F&B departments, balancing quality, consistency, guest satisfaction and profitability Minimum Requirements Marketing, Business, Economics or Hospitality qualification, or equivalent relevant experience Hospitality, tourism, wine, food and beverage or sommelier-related qualification will be advantageous WSET, tourism, food service, marketing or related certifications will be beneficial Experience Required 5–10 years’ experience in the hospitality industry, preferably in wine estate, restaurant, tourism, premium guest experience or destination hospitality environments. At least 3 years’ experience in an Assistant General Manager, General Manager or comparable senior hospitality leadership role. Experience in wine tourism, premium food and beverage operations or wine hospitality will be advantageous. Proven experience managing teams, budgets, operating standards, guest experience and commercial performance. Proven experie