The Hospitality Manager is responsible for overseeing the full guest experience and ensuring all hospitality departments operate efficiently and to high standards. This role leads the front-of-house, housekeeping, guest relations, and dining service teams to deliver exceptional customer service. The Hospitality Manager ensures smooth daily operations, maintains service excellence, resolves guest concerns, manages staff performance, and upholds brand standards. They work closely with senior management to drive guest satisfaction, operational efficiency, and overall hospitality quality. Key ResponsibilitiesOversee all hospitality departments including front office, housekeeping, guest relations, and dining/restaurant service.Ensure exceptional guest service from arrival to departure.Manage reservations, guest communication, and special requests.Conduct daily operational briefings and coordinate inter-departmental communication.Monitor cleanliness, presentation, and maintenance of all guest areas.Maintain and implement hospitality service standards and procedures.Handle guest complaints professionally and ensure timely resolutions.Train, supervise, and evaluate hospitality staff to maintain high performance.Oversee stock control for FOH amenities, linen, guest supplies, and service equipment.Monitor budgets, manage expenditure, and assist with cost control.Coordinate events, functions, and guest activities where required.Prepare operational reports for management and contribute to strategic planning.Ensure compliance with health, safety, and hygiene regulations.

Qualifications

• Grade 12 (Matric) required.
• Diploma or degree in Hospitality Management or similar field preferred.
• First Aid or Health & Safety certification advantageous.

Experience

• 3–5 years in a supervisory or managerial hospitality role.
• Experience in a lodge, hotel, or tourism environment essential.
• Strong leadership experience managing multiple departments.
• Guest relations and customer service experience required.

Skills & Competencies

• Leadership and people management skills.
• Excellent communication and interpersonal abilities.
• Strong organizational and administrative skills.
• Ability to multitask and manage a high-pressure environment.
• Problem-solving and conflict-resolution skills.
• Knowledge of hospitality systems (PMS, POS, reservation software).
• Strong attention to detail and commitment to quality service.

Personal Attributes

• Professional, friendly, and guest-oriented.
• Hands-on, proactive, and adaptable.
• Able to work long hours, weekends, and holidays as required.
• Passionate about hospitality, service excellence, and operations.