Assistant General Manager

Job Description

Assisting the General Manager with daily operational management of the hotel

Assuming full operational responsibility for the property in the absence of the General Manager

Monitoring the performance of all departments and identifying areas for improvement to enhance efficiency and profitability

Providing leadership, training, coaching, and mentoring to Department Heads and staff

Handling guest complaints and ensuring effective service recovery processes

Assisting with the recruitment and selection of hotel staff

Reviewing employee performance and managing disciplinary and personnel processes where required

Ensuring adherence to company policies, procedures, and standard operating practices

Implementing and maintaining full compliance with operational controls, SOPs, and service standards

Ensuring clear, accurate, and timely communication of hotel policies and operational procedures

Supporting the overall operational success and profitability of the hotel

Performing any additional duties as assigned by the General Manager or senior management

Requirements

• Post-matric hospitality qualification
• 8–10 years’ experience within a luxury 5-star hotel environment
• Minimum of 3 years’ experience at senior management level
• Strong working knowledge of all key revenue-generating departments, particularly Rooms Division and Food & Beverage
• Excellent written and verbal communication skills
• Strong numeracy skills with sound financial acumen
• High level of English proficiency; a second language would be advantageous
• Proven ability to lead and manage a team of 50+ staff members
• Highly motivated, energetic, and enthusiastic with a positive attitude
• Proficient in hotel operating systems (Opera, Micros or similar)
• Highly competent in reporting and the interpretation of operational and financial data
• Ability to work shifts as required by operational demands
• Live in close proximity to Plettenberg Bay
• Own reliable transport essential

Purpose of the Role

To effectively manage the day-to-day operations of the hotel, oversee staff performance, and ensure exceptional guest satisfaction. The role supports and assists the General Manager in achieving operational excellence and overall profitability of the property.