Permanent
KwaZulu-Natal
Posted 1 month ago
Hospitality Manager KZN
Reporting To
General Manager / CFO / Managing Director
Role Purpose
The Hospitality Manager leads the full guest experience and operational performance of the hospitality division. This role oversees a team of Villa Managers and ensures that each villa delivers world‑class luxury service, operational excellence, and a consistently exceptional guest journey. The position requires strong leadership, meticulous attention to detail, and the ability to uphold premium hospitality standards across multiple properties.
Key Responsibilities
🌟 Guest Experience & Service Excellence
- Uphold and continuously elevate luxury guest service standards across all villas.
- Oversee the complete guest journey from arrival to departure, ensuring seamless service.
- Personally manage VIP guests and resolve escalated service issues.
- Monitor guest feedback channels and drive improvements based on insights.
👥 Team Leadership & Staff Development
- Lead, mentor, and support Villa Managers and their hospitality teams.
- Conduct regular performance evaluations, coaching, and skills development.
- Recruit, train, and onboard hospitality staff to maintain high service standards.
- Build a positive, professional, guest‑centric team culture.
🏡 Operational Management
- Oversee daily villa operations to ensure smooth, efficient, and consistent service delivery.
- Ensure Villa Managers effectively manage housekeeping, food & beverage coordination, and guest activities.
- Monitor staffing levels, duty rosters, and operational planning.
- Collaborate closely with Maintenance, Wildlife, Security, Logistics, and other departments to ensure cohesive operations.
✔️ Quality Control & Standards
- Maintain and enforce luxury hospitality standards across all villas.
- Conduct regular inspections of villas, guest areas, and service touchpoints.
- Develop, implement, and monitor Standard Operating Procedures (SOPs).
- Ensure consistent brand alignment and service delivery across all units.
💰 Financial Oversight
- Monitor hospitality budgets, operational costs, and resource allocation.
- Approve villa-related purchases and oversee stock and inventory control.
- Work with senior management to identify cost‑saving opportunities and operational efficiencies.
📣 Communication & Coordination
- Serve as the primary communication link between Villa Managers and senior leadership.
- Provide structured operational reports, updates, and recommendations.
- Coordinate guest itineraries, special requests, and inter‑departmental communication.
🛡️ Health, Safety & Compliance
- Ensure all hospitality operations comply with health, safety, and hygiene regulations.
- Enforce safety protocols and emergency readiness procedures.
- Conduct regular safety checks and ensure staff compliance with standards.
Reporting Structure
General Manager → Hospitality Manager → Villa Managers → Villa Staff
Direct Reports:
- Villa Manager – Villa 17
- Villa Manager – Villa 18
- Villa Manager – Villa 19
- Villa Manager – Villa 22
- Villa Manager – Villa 23
- Villa Manager – Villa 42
Each Villa Manager oversees their villa team, including butlers, housekeepers, chefs, and service staff.
Skills & Competencies
- Strong leadership and people‑management capability
- Excellent communication and guest‑relations skills
- Deep understanding of luxury hospitality standards
- Strong operational and organisational skills
- Effective problem‑solving and decision‑making ability
- Financial awareness and budget management capability
Qualifications & Experience
- Diploma or Degree in Hospitality Management, Tourism, or related field (preferred)
- 5–8 years’ experience in luxury hospitality, lodge operations, or multi‑unit property management
- Proven experience managing teams and high‑end guest service environments
- Strong understanding of premium guest expectations and service delivery
Key Performance Indicators (KPIs)
- Guest satisfaction and feedback scores
- Service quality, consistency, and adherence to standards
- Team performance, engagement, and retention
- Operational efficiency across villas
- Budget adherence and cost control