Operations General Manager at MORE Family Collection

KEY RESPONSIBILITIES

Multi-Property Leadership & Strategic Alignment

• Directly manage General Managers across properties.
• Lead regular site visits, performance reviews, and weekly GM check-ins. Lead monthly GM Connect and provide feedback to leadership on each of the businesses.
• Develop and implement strategies to maximise efficiency, profitability, and guest satisfaction

Brand & Guest Experience Oversight

• Ensure consistent delivery of the brand promise across diverse locations.
• Identify guest experience gaps and drive improvement plans collaboratively with Group Guest Experience Manager.
• Promote innovation and guest-centric service design across properties.

Financial Performance & Business Planning

• Monitor and evaluate the financial performance of all properties, identifying areas for improvement and implementing corrective actions
• Collaborate with the MFC Finance team to develop group-wide budgets and financial plans
• Oversee the preparation and presentation of financial reports for all properties, highlighting key financial metrics and performance indicators.
• Identify and mitigate financial risks at the group level, ensuring the financial stability and compliance of all properties
• Provide training and development opportunities for General Managers to enhance their financial literacy and understanding of budget management
• Support implementation of group-wide pricing, revenue, and cost-efficiency strategies.

Talent Development, Culture & Succession

• Mentor GMs and leadership pipeline candidates for long-term succession.
• Promote a culture of empowerment, accountability, and values alignment.
• Collaborate with Group HR to effectively communicate and adhere to HR policies and procedures across all properties, including recruitment, training, performance management, and employee relations.
• Foster a collaborative and positive work environment, encouraging teamwork and professional growth.

Compliance

• Ensure legal, labour, health and safety and other compliance requirements across all sites.
• Conduct internal audits and lead corrective action planning where necessary.

Supplier Management

• Oversee and manage contract stipulations with third-party vendors and service providers to ensure quality delivery, compliance, and value.
• Manage contracts for IT, Maintenance and Facilities, Artist Residency, Interiors, Landscaping, and Galleries.
• Collaborate with various points of contact within the support office, depending on which of the contracts are applicable.

Reporting, Stakeholder Engagement & Support

• Report monthly to the Group Operations Manager on key KPIs and operational updates and risks.
• Collaborate with support teams (HR, Finance, Sales, Marketing, Procurement).
• Represent the group in industry forums and community partnerships where applicable.

Required Skills & Experience:

• Degree in Hospitality Management, Business Administration, or equivalent
• Minimum 10 years in hospitality with 5+ in senior multi-property or regional leadership
• Experience in both urban hotel and remote lodge environments strongly preferred
• Strong grasp of South African tourism, labour, and hospitality compliance landscape
• Flexibility to travel between Cape Town and remote regions regularly
• Proven leadership across multiple hospitality operations
• Strategic and analytical thinker with operational agility
• Strong commercial and financial management ability
• Ability to lead diverse teams across geographies and contexts
• Excellent communication, coaching, and presentation skills
• High emotional intelligence and adaptability