General Manager

General Manager – Operations | North West Province | Permanent

Lead a flagship resort operation that combines hospitality, gaming, conferencing and entertainment. Drive performance, quality and guest experience in a complex, high-energy environment.

As General Manager – Operations, you will take full operational responsibility for a multi-faceted resort, covering hospitality, support functions and the gaming floor. You will be accountable for achieving revenue, market share and profitability targets while ensuring the property remains impeccably maintained, compliant and guest-focused. This is a hands-on operational leadership role that calls for strong commercial flair, disciplined cost control and a passion for service excellence.

You will own the full business cycle – from developing and executing the annual business plan, to driving operational standards, to implementing profit improvement initiatives. You will ensure strict adherence to group policies and Gaming Board regulations, while maintaining a forward-thinking capex and maintenance programme that keeps the property in top condition.

Our client is an established, award-winning hospitality and entertainment group with a portfolio of leading hotel, casino and convention properties. The resort you will lead offers hotel accommodation, casino action, conferencing, live entertainment and leisure amenities, and is a key asset within the group's national footprint.

What You'll Do

Take full operational responsibility for the resort, including hospitality, gaming and support functionsDeliver revenue, market share and profitability targets in line with the approved business planDevelop a comprehensive annual business plan and drive disciplined execution across all departmentsEnsure strict compliance with all legislation, Gaming Board rules and internal policiesUphold and continuously improve operational standards, cleanliness and hygiene across the propertyLead a proactive capex, maintenance and asset-care programme to protect and enhance the resortDrive transformation and B-BBEE for the operation, including establishing and managing a Transformation Committee and achieving targeted B-BBEE levelsBuild and maintain strong relationships with key stakeholders – employees, guests, unions, shareholders, community leaders and regulatorsEmbed the group's values of Respect and Humility, Integrity, Collaboration and Accountability in all activities and decisionsOversee budgets, cost control and profit improvement initiatives to ensure sustainable business performanceEnsure an effective marketing, promotions and entertainment calendar aligned to business needsChampion the group customer care programme to consistently meet and exceed guest expectationsLead, coach and performance-manage a senior management team to deliver superior resultsEnsure every employee has clear objectives, regular feedback and is engaged in achieving resort goalsImplement group initiatives, projects and new standards as approved by head office and OPCO

What You Bring

Matric / Grade 12 or equivalentA business degree and/or hotel or hospitality management qualification (essential)Minimum 8 years' experience in hotel / hospitality, gaming or large-format retail, with at least 5 years at a senior management levelStrong financial acumen and commercial flair, with a proven ability to manage budgets and drive profitabilityDemonstrated success in leading complex, multi-department operations in a high-pressure environmentStrong leadership skills with the ability to motivate, develop and hold management and staff accountableCritical attention to detail in standards, compliance and guest experienceA self-starter mindset with resilience and the ability to deliver results in tough trading conditionsTrack record of managing projects to deadline and implementing operational improvementsIndependent thinker who is also a collaborative team playerHigh level of results orientation, ownership and follow-through

Operational Requirements

Valid driver's licence and willingness to travel as requiredAbility to work extended hours, including weekends and public holidays, in line with operational demandsWillingness to work in a smoking environment, where required by the gaming operationAbility to meet all regulatory requirements of the relevant Gaming Board

What Success Looks Like

Revenue, market share and profitability targets consistently achieved or exceededA well-maintained, compliant and audit-ready property with exemplary cleanliness and hygiene standardsStrong B-BBEE performance with a functioning Transformation Committee and achievement of targeted levelsHighly engaged teams with clear objectives, strong performance and low regrettable turnoverPositive, constructive relationships with employees, guests, unions, community stakeholders and regulatorsRobust cost control and effective profit improvement initiatives supporting long-term sustainabilityA compelling marketing, promotions and entertainment calendar that drives footfall and spendHigh guest satisfaction scores and repeat visitation driven by consistent service excellenceGroup projects and initiatives effectively implemented on time and to standard

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