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Job Summary
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
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