Estate General Manager jobs in Paarl, Western Cape

The property is a design-led boutique serviced-apartment property in central Stellenbosch, offering seven spacious two-bedroom apartments designed to combine residential comfort with personalised boutique hospitality.

The property features a reception and lounge area, a small meeting room and a rooftop swimming pool and terrace and aims to provide highly personalised guest service and a concierge-style approach to hospitality.

The General Manager is responsible for supporting the successful pre-opening and launch of the property, followed by the overall operational management, guest experience, financial performance and commercial success of the property.

This is a hands-on leadership position requiring a strong hospitality professional who can establish the operation from the ground up, implement efficient systems and procedures, and lead a small team in delivering exceptional service. The successful candidate will take ownership of operational readiness ahead of opening and ensure that apartments, facilities, staff, systems and guest-service processes are fully prepared for the first arrivals.

Key Responsibilities

Operational Management

• Oversee the day-to-day operations of the property, ensuring smooth, efficient and consistent service delivery.
• Establish, implement and maintain operational procedures, service standards and checklists across all departments.
• Ensure that all apartments, public areas and facilities are clean, well maintained, fully equipped and presented to the required standard.
• Coordinate housekeeping, laundry, maintenance, guest services and external service providers.
• Monitor apartment readiness, arrivals, departures, occupancy movements and special guest requirements.
• Manage stock levels, operating supplies, amenities and procurement in accordance with approved budgets and procedures.
• Ensure that electronic access systems, remote check-in and check-out processes and other operational technology function effectively.
• Maintain compliance with relevant health and safety requirements, fire safety standards, licensing conditions and applicable legislation.
• Identify operational inefficiencies and implement practical improvements.

Guest Experience and Concierge Services

• Champion a personalised, responsive and professional guest experience throughout the guest journey.
• Ensure that pre-arrival communication, check-in, in-stay assistance and departure processes are seamless.
• Coordinate concierge services, including restaurant recommendations, activity bookings, transport arrangements and local experiences.
• Respond promptly and professionally to guest enquiries, complaints and service-recovery situations.
• Monitor guest reviews, feedback and satisfaction levels, implementing improvements where required.
• Develop and maintain strong knowledge of Stellenbosch, its restaurants, attractions, wine estates, business services and local experiences.
• Build relationships with local suppliers and experience providers to enhance the guest offering.
• Ensure that the property delivers a consistent balance of residential independence and attentive boutique hospitality.

Team Leadership and Human Resources

• Recruit, onboard, train and supervise property-level employees in collaboration with the Management company.
• Establish clear roles, responsibilities, performance expectations and service standards.
• Prepare staff schedules and allocate resources in line with occupancy, arrivals, departures and operational requirements.
• Monitor attendance, productivity, conduct, performance and training needs.
• Foster a positive, accountable and guest-focused working environment.
• Conduct team briefings and regular performance discussions.
• Ensure compliance with company policies, employment procedures and applicable South African labour legislation.
• Manage staffing levels efficiently while ensuring that service standards are not compromised.

Financial and Commercial Performance

• Take responsibility for the property's day-to-day financial performance and operating cost control.
• Work with the Hotel Management companies central revenue and finance teams to support revenue optimisation, budgeting and forecasting.
• Monitor occupancy, average daily rate (ADR), revenue per available room (RevPAR), total revenue and operating expenses.
• Review operating results against budget and investigate variances, implementing corrective action where necessary.
• Control payroll, consumables, amenities, maintenance expenditure and other operating costs within approved budgets.
• Ensure accurate recording of operational information, expenses, stock movements and supporting documentation.
• Monitor billing accuracy, payment processes, deposits and guest account queries in accordance with company procedures.
• Identify opportunities to improve profitability, productivity and the overall guest proposition.
• Contribute operational insights to monthly management reports and budget reviews.

Property Maintenance and Asset Care

• Ensure the property, apartments, furniture, fixtures, equipment and facilities are maintained to a high standard.
• Conduct regular inspections and maintain an up-to-date maintenance register.
• Coordinate preventative maintenance and promptly address defects, breakdowns and guest-impacting issues.
• Liaise with contractors, suppliers and service providers, ensuring work is completed to the required standard.
• Monitor the condition and presentation of the rooftop pool, terraces, parking areas, reception and lounge facilities.
• Escalate significant maintenance issues, capital requirements and potential risks to the Management company.
• Ensure that maintenance work is planned to minimise disruption to guests.

Safety, Security and Compliance

• Ensure that established safety, security and emergency procedures are implemented and understood by the team.
• Monitor compliance with applicable statutory requirements, including fire safety, occupational health and safety, and relevant property operating requirements.
• Ensure incidents, accidents, guest complaints and security concerns are recorded and escalated appropriately.
• Coordinate with appointed security providers and relevant emergency services when required.
• Maintain accurate operational records, inspection registers and compliance documentation.
• Protect guest privacy, confidential information, property access credentials and company assets.

Systems, Reporting and Administration

• Ensure effective use of the property's property management, guest communication, electronic access and other operational systems.
• Maintain accurate guest information, reservations-related records, occupancy information and operational reports in accordance with company procedures.
• Ensure that check-in and check-out processes are managed consistently, including support for remote and self-service arrangements.
• Provide timely operational updates, incident reports, staffing information and performance data to the Management company.
• Maintain clear communication between the property team and central support departments.
• Implement approved policies, procedures, systems and brand standards.
• Identify opportunities to improve automation, efficiency and the overall guest journey.

Pre-Opening and Launch Responsibilities

As part of the establishment and launch of the business, the General Manager will be expected to contribute to the property's operational readiness, including:

• Assisting with the preparation and implementation of operating procedures and service standards.
• Supporting the recruitment, onboarding and training of property-level staff.
• Coordinating operational procurement, stock requirements, amenities and supplier arrangements.
• Assisting with the setup and testing of property systems and guest access processes.
• Conducting apartment and facility inspections and coordinating snag-list resolution.
• Supporting compliance checks, operational risk assessments and emergency preparedness.
• Participating in mock arrivals, service rehearsals and pre-opening readiness inspections.
• Supporting a controlled soft opening and the transition to full commercial operations.
• Ensuring that guest feedback and operational lessons from the initial opening period are addressed promptly.

Minimum Qualifications and Experience

• A relevant qualification in Hospitality Management, Hotel Management or a related discipline is preferred.
• At least three to five years' experience in hotel, boutique accommodation, serviced apartments or guesthouse operations, with previous management responsibility.
• Experience in managing guest-facing operations and leading a small hospitality team.
• Strong understanding of housekeeping standards, front-office operations, guest relations and property maintenance coordination.
• Demonstrable commercial awareness, including understanding of occupancy, ADR, revenue and operating cost control.
• Experience with property management systems, online reservations and technology-enabled guest services.
• A sound understanding of hospitality health and safety requirements and operational compliance.
• Excellent spoken and written English. Additional languages would be advantageous.

Required Skills and Competencies

Guest-centric leadership

• A genuine passion for hospitality and creating memorable guest experiences.
• Warm, professional and confident communication.
• Strong service-recovery, complaint-resolution and interpersonal skills.

Operational capability

• Highly organised, practical and detail-oriented.
• Able to manage multiple priorities while maintaining high standards.
• Proactive in identifying problems and implementing solutions.
• Comfortable working hands-on in a small, service-focused operation.

Commercial and financial awareness

• Cost-conscious with an understanding of the relationship between service delivery, revenue and profitability.
• Able to interpret operational performance information and take appropriate action.
• Disciplined in procurement, stock control, payroll management and expenditure.

Leadership and accountability

• Able to motivate, train and hold a small team accountable.
• Demonstrates initiative, sound judgement and personal responsibility.
• Adaptable, calm under pressure and capable of making decisions independently within agreed authority.
• Works collaboratively with a central management team and external service providers.

Technology and communication

• Comfortable using digital systems and technology-enabled guest services.
• Strong administrative, reporting and organisational skills.
• Able to communicate effectively with guests, staff, suppliers and management.

Working Conditions

• Full-time, on-site position based in Stellenbosch.
• Hospitality operations require flexibility to work shifts, weekends, public holidays and outside standard office hours when operationally necessary.
• The General Manager may be required to respond to urgent operational matters and guest-related incidents.
• The role requires a visible, hands-on presence at the property and active engagement with guests and the team.

Pay: R40 000,00 - R45 000,00 per month

Work Location: In person