General Manager

General Manager

This role will lead strategic planning, ensuring the successful opening and operation of the lodge. The General Manager will be responsible for fostering a culture of excellence, diversity, and inclusion among staff, prioritizing exceptional guest experiences, and driving financial goals. His/her leadership extends to community engagement, maintaining strong relationships with local stakeholders, shareholders, and serving as a brand ambassador for Mantis.

Key Responsibilities

• Pre-Opening
  • Oversee the planning and execution of all pre-opening operations, developing and implementing operational policies, procedures, and protocols to ensure compliance with brand standards and regulatory requirements.
  • Lead the recruitment process for all operational positions, ensuring the selection of a skilled team. Develop and implement comprehensive training programmes to prepare staff for service delivery.
  • Design initiatives aimed at enhancing guest experiences, including personalized services and amenities. Establish protocols for guest interactions and feedback collection.
  • Formulate and manage the budget and financial plan for the pre-opening phase, forecasting revenue and expenses to meet profitability objectives. Negotiate with suppliers and service providers for competitive pricing.
  • Develop and execute pre-opening marketing strategies to create awareness and excitement about the lodge. Identify and pursue opportunities for business expansion in collaboration with the sales team.
  • Ensure adherence to relevant legislation and industry norms during the pre-opening phase. Maintain records and documentation to support compliance efforts.
  • Engage with local communities to support conservation efforts and socio-economic development initiatives.
• Post-Opening
  • Oversee the day-to-day operations of the lodge, developing and implementing operational policies, procedures, and protocols to ensure efficiency and compliance with regulatory requirements. Monitor and assess key performance indicators (KPIs) to pinpoint areas for improvement and implement strategies to enhance operational efficiency. Uphold elevated standards of cleanliness, maintenance, and safety throughout the property.
  • Champion a culture of outstanding customer service and guest satisfaction by overseeing daily operations and maintaining rigorous standards of cleanliness, maintenance, and safety. Promptly address guest inquiries, feedback, and complaints, resolving issues effectively to ensure positive outcomes. Introduce initiatives aimed at enhancing guest experiences and cultivating loyalty, such as personalized services, special promotions, and amenities.
  • Formulate annual budgets and financial plans, forecasting revenue and expenses to achieve profitability objectives. Monitor financial performance closely, analysing variances and implementing corrective actions as necessary. Engage in negotiations with suppliers, vendors, and service providers to enhance cost-effectiveness and ensure high service standards.
  • Source, train, and foster a proficient team, nurturing a culture of cooperation, accountability, and ongoing growth. Conduct routine performance evaluations, offering feedback, coaching, and assistance to team members. Execute strategies to engage employees, recognising and rewarding achievements while fostering a conducive work environment.
  • Craft and implement marketing strategies to elevate occupancy rates, boost revenue, and strengthen the lodge's brand image. Collaborate with the sales team to pinpoint and pursue avenues for business expansion, including corporate partnerships, group reservations, and special events. Stay abreast of market trends, competitor actions, and customer preferences to tailor marketing and sales approaches accordingly.
  • Guarantee adherence to relevant legislation, regulations, and industry norms, covering aspects such as health and safety, employment, and licensing prerequisites. Uphold meticulous records and documentation to underpin regulatory compliance efforts, conducting periodic audits and inspections as deemed necessary. Instigate risk management protocols to alleviate potential liabilities and ensure a secure and safe environment for both guests and staff members.
  • Lead the development and implementation of strategic initiatives to drive business growth, enhance operational efficiency, and strengthen the lodge's competitive position. Foster a culture of innovation and continuous improvement, aligning with company values and commitment to sustainability.
  • Champion sustainability initiatives, ensuring the lodge operates in an environmentally responsible manner. Engage with local communities to support conservation efforts and promote the socio-economic development of the region.
  • Foster and maintain strong communication and collaboration with the owning company and ensure alignment of goals and objectives. Provide regular updates on resort operations and performance, and work closely to address any challenges or opportunities. Uphold the values and standards of the brand, contributing to a mutually beneficial partnership.

Qualifications

• Work Experience: Previous experience in managing accommodation within National Parks.
• Education: Diploma or Degree preferably in hospitality or a related field, with a commitment to ongoing learning.
• Communication Skills: Fully proficient in English, with excellent communication and presentation abilities.
• Sustainability Passion: Dedicated to sustainability, environmental care, eco-tourism, and creating unforgettable experiences.
• Leadership: Proven leadership, organizational, and people skills, along with strategic thinking and excellent presentation abilities. Demonstrated ability to lead effectively, promote positive employee relations, and maintain a harmonious workplace.
• Business Acumen: Focused on results, with a commitment to quality guest service and team building. Familiarity with budgeting, forecasting, profit and loss analysis, and a creative and innovative approach.
• Profile: Projects a professional demeanor and strategic outlook, highly organized with an entrepreneurial mindset. Engaging, friendly, and charismatic, with a natural ability to connect with guests/colleagues. Performs well under pressure, analyzes and resolves issues, and exercises sound judgment.

About Mantis Collection

Mantis is a boutique hospitality group that was founded by conservationist Adrian Gardiner in 2000, with its main focus predominantly in Africa and the Middle East. Mantis grew from Adrian's vision to restore and rewild degraded farmland which he developed into a widely-acclaimed Private Game Reserve. This was the first private game reserve in the Eastern Cape and the beginning of eco-tourism in a poverty-stricken province that had few opportunities outside of commercial farming. Adrian and the Mantis team successfully created a place where man and nature could co-exist sustainably. From this initial success, the Mantis model was then developed worldwide, understanding that consumers could use the Mantis portfolio as a mark of quality, consistency and character. Today the diverse portfolio of handpicked properties links up to create travel journeys, which offer guests the opportunity to experience the essence of the location in a setting of tailored luxury. Rooted in conservation, Mantis pursues sustainable business practices and develops tourism products that are respectful of the environment and communities in which they operate.

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