General Manager - Hiddn in Addo by Mantis - Accor Hotels

Company Description

Mantis is a leading, conservation-focused hotel group with eco-lodges, waterways and eco-escapes located all over the world. Sustainable travellers have been enjoying eco-tourism, safaris and adventure travel with Mantis since 2000. Rooted in conservation, Mantis pursues sustainable business practices and develops tourism products that are respectful of the environment and communities in which they operate.

Whether small and intimate or vast and complex, on a sweeping African plain, beach-side escape or bustling city, each is an exceptional place for guests to find themselves. While uniquely different in the experiences they offer, all are linked through a collective obsession to be extraordinary, to be rare in a world that mass-produces sameness.

Job Description

General Manager

This role will lead strategic planning, ensuring the successful opening and operation of the lodge. The role encompasses fostering a culture of excellence, diversity, and inclusion among staff, prioritizing exceptional guest experiences, and driving financial goals. His/her leadership extends to community engagement, maintaining strong relationships with local stakeholders, shareholders, and serving as a brand ambassador for Mantis. He/she will champion sustainability and eco-tourism initiatives, integrating responsible practices into our operations. The aim is to achieve operational excellence, ensure guest satisfaction, promote environmental care, and set a benchmark in the hospitality industry.

What is in it for you

• Engage in conservation efforts and help preserve wildlife.
• Enjoy sustainable adventures with exclusive rewards.
• Celebrate locality and heritage in a vibrant community.
• Advance your career with global development opportunities.
• Drive change through impactful social initiatives.
• Collaborate with a passionate, innovative team.
• Achieve success with a forward-thinking, excellence-driven company.

Key Responsibilities

Pre-Opening

• Pre-opening Management: Oversee the planning and execution of all pre-opening operations, developing and implementing operational policies, procedures, and protocols to ensure compliance with brand standards and regulatory requirements.
• Recruitment and Training: Lead the recruitment process for all operational positions, ensuring the selection of a skilled team. Develop and implement comprehensive training programmes to prepare staff for service delivery.
• Guest Experience Planning: Design initiatives aimed at enhancing guest experiences, including personalized services and amenities. Establish protocols for guest interactions and feedback collection.
• Financial Management: Formulate and manage the budget and financial plan for the pre-opening phase, forecasting revenue and expenses to meet profitability objectives. Negotiate with suppliers and service providers for competitive pricing.
• Marketing and Sales Strategy Development: Develop and execute pre-opening marketing strategies to create awareness and excitement about the lodge. Identify and pursue opportunities for business expansion in collaboration with the sales team.
• Regulatory Compliance: Ensure adherence to relevant legislation and industry norms during the pre-opening phase. Maintain records and documentation to support compliance efforts.
• Community Engagement: Engage with local communities to support conservation efforts and socio-economic development initiatives.

Post-Opening

• Operational Management: Oversee the day-to-day operations of the lodge, developing and implementing operational policies, procedures, and protocols to ensure efficiency and compliance with regulatory requirements. Monitor and assess key performance indicators (KPIs) to pinpoint areas for improvement and implement strategies to enhance operational efficiency. Uphold elevated standards of cleanliness, maintenance, and safety throughout the property.
• Guest Relations: Champion a culture of outstanding customer service and guest satisfaction by overseeing daily operations and maintaining rigorous standards of cleanliness, maintenance, and safety. Promptly address guest inquiries, feedback, and complaints, resolving issues effectively to ensure positive outcomes. Introduce initiatives aimed at enhancing guest experiences and cultivating loyalty, such as personalized services, special promotions, and amenities.
• Financial Management: Formulate annual budgets and financial plans, forecasting revenue and expenses to achieve profitability objectives. Monitor financial performance closely, analysing variances and implementing corrective actions as necessary. Engage in negotiations with suppliers, vendors, and service providers to enhance cost-effectiveness and ensure high service standards.
• Human Resources Management: Source, train, and foster a proficient team, nurturing a culture of cooperation, accountability, and ongoing growth. Conduct routine performance evaluations, offering feedback, coaching, and assistance to team members. Execute strategies to engage employees, recognising and rewarding achievements while fostering a conducive work environment.
• Marketing and Sales: Craft and implement marketing strategies to elevate occupancy rates, boost revenue, and strengthen the lodge's brand image. Collaborate with the sales team to pinpoint and pursue avenues for business expansion, including corporate partnerships, group reservations, and special events. Stay abreast of market trends, competitor actions, and customer preferences to tailor marketing and sales approaches accordingly.
• Regulatory Compliance: Guarantee adherence to relevant legislation, regulations, and industry norms, covering aspects such as health and safety, employment, and licensing prerequisites. Uphold meticulous records and documentation to underpin regulatory compliance efforts, conducting periodic audits and inspections as deemed necessary. Instigate risk management protocols to alleviate potential liabilities and ensure a secure and safe environment for both guests and staff members.
• Strategic Planning and Leadership: Lead the development and implementation of strategic initiatives to drive business growth, enhance operational efficiency, and strengthen the lodge's competitive position. Foster a culture of innovation and continuous improvement, aligning with company values and commitment to sustainability.
• Environmental and Social Responsibility: Champion sustainability initiatives, ensuring the lodge operates in an environmentally responsible manner. Engage with local communities to support conservation efforts and promote the socio-economic development of the region.
• Internal & External Communication: Foster and maintain strong communication and collaboration with the owning company and ensure alignment of goals and objectives. Provide regular updates on resort operations and performance, and work closely to address any challenges or opportunities. Uphold the values and standards of the brand, contributing to a mutually beneficial partnership.