General Manager Hospitality

Job Title: General Manager Hospitality
Function: Operations
Reports To: Operations Manager
Date Posted: TBA

Our client in the travel and tourism industry is looking for a highly experienced General Manager Hospitality to provide strategic and operational leadership across a portfolio of luxury eco-tourism hospitality operations. The successful candidate will be responsible for driving world-class service standards ensuring consistency in guest experience and leading high-performance teams across multiple sites.

This role plays a key part in embedding brand values enhancing operational excellence and delivering a seamless guest-centric experience aligned with premium hospitality standards.

• Contribute to the development and execution of the overall strategic plan.

• Cascade strategic objectives across hospitality operations to ensure alignment and implementation.

• Provide input into governance frameworks policies and operational standards.

• Compile regular operational and Board-level reports.

• Drive a strong guest-centric organisational culture across all hospitality touchpoints.

• Embed brand values and operational principles into daily hospitality practices.

• Monitor and ensure compliance with service quality standards across all operations.

• Define maintain and continuously enhance appearance service and style standards.

• Commission and oversee regular service audits and ensure corrective actions are implemented.

• Ensure consistency in guest experience across all operational sites.

• Assess and anticipate guest expectations pre-arrival and during their stay.

• Monitor guest feedback identify trends and implement corrective actions.

• Manage guest recognition loyalty appreciation programmes and personalised experiences.

• Drive initiatives that consistently exceed guest expectations.

• Improve responsiveness to guest requests and service delivery timelines.

• Provide leadership direction and support to hospitality and service teams.

• Build develop and sustain high-performance teams aligned with organisational values.

• Identify skills gaps and implement structured training and development programmes.

• Foster collaboration engagement and a culture of service excellence.

• Promote staff development in line with human capital strategies.

• Monitor and evaluate operational efficiency across hospitality services including spa food & beverage and retail offerings.

• Oversee product and service quality to ensure market-leading standards.

• Align service delivery standards across all operational units.

• Track and improve response times and service efficiency.

• Drive continuous improvement across systems processes and guest experience delivery.

• Contribute to hospitality budget planning forecasting and performance monitoring.

• Provide input into pricing product development and service offerings.

• Ensure financial efficiency while maintaining premium service standards.

• Monitor cost drivers and support sustainable operations.

• Collaborate with sales and marketing teams to support business development initiatives.

• Provide operational insights for marketing content and guest experience storytelling.

• Engage with external partners to enhance market positioning.

• Support initiatives that attract and retain high-value guests.

• Provide input into the design and evolution of hospitality offerings based on guest feedback and industry trends.

• Contribute to innovation in guest experience and service delivery.

• Ensure offerings remain competitive and aligned with luxury eco-tourism standards.

• Monitor brand compliance across all operational areas.

• Ensure alignment with organisational values sustainability principles and guest experience standards.

• Support project teams to ensure new developments meet required standards.

• Visionary engaging and inspiring leadership style

• Collaborative innovative and solutions-oriented mindset

• Passionate energetic and self-motivated

• Strong emotional intelligence and cultural sensitivity

• High integrity and professional credibility

• Strong commitment to conservation people development and sustainable tourism

• Bachelors degree in Tourism Hospitality Business or related field

• Postgraduate qualification in Business Administration (advantageous)

• CPD in Leadership Governance Finance or Management

• Minimum 10 years experience in eco-tourism or luxury hospitality

• At least 5 years in a senior management or executive-level role

• Proven experience in high-end safari or luxury hospitality environments

• Strong understanding of travel trade and international guest relations

• Strategic thinking and strong analytical capability

• Financial and numerical literacy

• Exceptional leadership and people management skills

• Strong communication (verbal and written)

• High emotional intelligence and interpersonal effectiveness

• Results-driven and performance-oriented mindset

• Problem-solving and decision-making capability

• Project management and organisational planning skills

• Ability to manage diversity and multicultural teams

• Proficiency in Microsoft Office Suite or similar tools

• Attention to detail and operational discipline