Position SummaryThe General Manager / Management Couple is responsible for the full operational management of the property, ensuring exceptional guest service, efficient operations, financial performance, and a high standard of hospitality. This role oversees all departments, maintains brand standards, drives revenue, and leads the team to deliver an outstanding guest experience. Key ResponsibilitiesOperational ManagementOversee daily operations across all departments (Front Office, F&B, Housekeeping, Maintenance, Grounds, Guest Activities).Implement and maintain SOPs to ensure smooth and consistent service delivery.Coordinate and support departmental managers.Guest ExperienceEnsure a warm, personalized, high-quality service experience.Handle guest complaints, feedback, and special requests professionally.Maintain high guest satisfaction scores and reviews.Staff ManagementRecruit, train, and mentor staff.Create staff schedules and ensure adequate coverage.Conduct performance reviews and implement corrective action when needed.Build a positive, motivated team culture.Financial ManagementManage budgets, forecasting, and monthly reporting.Monitor and control operational costs.Drive revenue through upselling, packages, and events.Oversee stock control, procurement, and supplier negotiations.Sales, Marketing & ReservationsSupport marketing initiatives, promotions, and social media presence.Oversee reservations process, rate management, and OTA channels.Establish relationships with agents, corporates, and travel partners.Property & Facilities ManagementEnsure property maintenance, safety standards, and compliance.Oversee preventative maintenance programmes.Maintain high standards of cleanliness throughout the property.Admin & ComplianceManage payroll, HR documentation, and employee records.Ensure compliance with health and safety regulations.Handle licensing, permits, and government requirements.

Qualifications & Experience

• 3–5+ years management experience in hospitality (hotel, lodge, resort, guest house, or similar).
• Hospitality qualification (advantageous).
• Proven track record in operational and people management.
• Experience in budgeting, cost management, and financial reporting.
• Strong F&B and front-of-house knowledge.
• Knowledge of maintenance processes (advantageous for couples).

 
Skills & Competencies

• Excellent leadership and people management skills.
• Strong communication and interpersonal abilities.
• High level of professionalism and guest service focus.
• Ability to work under pressure and solve problems proactively.
• Computer literate (PMS, POS, Excel, booking systems).
• Organised, detail-oriented, and multi-task driven.
• For couples: complementary skills (e.g., one in FOH/Guest Relations, the other in F&B/Maintenance/Back-office).

 
Personal Attributes

• Mature, responsible, and hands-on.
• Energetic and proactive with a strong work ethic.
• Customer-service mindset.
• High integrity and accountability.