General Manager

We are seeking an experiencned and hands on General Manager to lead the operations of the estate and clubhouse.  This role is responsible for delivering an exceptional Ower and Member experience, driving operational performance, managing staff, and ensuring the club operates efficiently, professionally and profitably.

This person oversees the daily operations of the clubhouse facility. This role ensures high standards of service, financial performance, and customer satisfaction while providing leadership to department heads, coordinating interdepartmental activities, and managing staff. Responsibilities also include event management, regulatory compliance, and support for developer-related activities. The incumbent aligns all operations with organizational goals, promoting efficiency, cleanliness, and a positive customer experience.

This person should be a strong leader with excellent people skills, a proactive mindset and a passion for creating a vibrant and well-run environment.

This role will report in to the CEO, providing strategic and operational leadership to several key departments, including Food & Beverage, Events, Accommodation, Golf and Maintenance.

Key Performance Indicators

1. Operational Management and Coordination
2. Staff Management
3. Customer Satisfaction and Service Excellence
4. Regulatory Compliance
5. Finance
6. Event and Marketing Management

Duties and Responsibilities

The duties and responsibilities are grouped into the following categories, but are not limited to these:

Operational Management and Coordination

• Provide leadership and clear direction to department heads to ensure smooth day-to-day operations.
• Develop and implement club-wide operational policies, standards, and procedural changes to support organizational goals.
• Chair weekly operations meetings.

Staff Management

• Conduct regular performance reviews with department managers and set departmental KPIs.
• Conduct interviews, approve new staff hires, and ensure completion of relevant documentation, induction, and SOP training.
• Enforce policies and procedures (SOPs) fairly and equally across all employees and departments.
• Oversee weekly rosters to minimize overtime and manage late arrivals.
• Perform staff reviews in collaboration with department heads to determine increases and bonuses.
• Coordinate with managers to ensure adequate staffing for daily operations and functions, and encourage weekly staff meetings for feedback.
• Monitor staff service to ensure it meets high, friendly standards.

Customer Satisfaction and Service Excellence

• Ensure consistent service standards across departments to build customer confidence and loyalty.
• Handle escalated customer complaints and feedback.
• Monitor customer satisfaction metrics and implement improvements.
• Maintain the club’s reputation and brand standards.
• Achieve the highest possible service standards daily, ensuring consistency, product quality, and customer loyalty.
• Maintain a visible presence on the floor, especially in food and beverage areas.

Regulatory Compliance

• Ensure compliance with health, safety, hygiene, and regulatory requirements across all operations.
• Oversee the general upkeep of building structures, assets, and facilities, arranging repairs or preventative maintenance promptly.
• Maintain the highest level of cleanliness throughout the facility.

Finance

• Oversee the development, completion, and implementation of the annual operating budget in collaboration with department managers, the Financial Manager, and CEO for approval.
• Monitor and analyse performance metrics across business units, including revenues, expenses, and budgets.
• Arrange monthly financial meetings with the Financial Manager to review reports and details.
• Assist the Head Chef/F&B Manager/Events team in achieving budgets and gross profit (GP) targets

Event and Marketing Management

• Work closely with marketing staff to develop and implement the annual marketing plan, making adjustments to maximize impact.
• Oversee event planning to fill the events calendar, generate new ideas, and promote events publicly in coordination with departments.
• Plan and execute sponsored events (e.g. Marathon, Staff Functions, etc).

Food & Beverage:

• F&B oversight:  Apply expert knowledge of food and beverage operations to assist Head Chef and F&B Manager in achieving budgets and GP targets

Qualifications and Skills

• Minimum 15 years proven operational management experience, preferably in a golf club, country estate, or hospitality environment.
• Hospitality background
• Golf knowledge
• Vital requirement:  Strong in-depth knowledge of food and beverage operations is essential for success in this role
• Strong leadership, communication, and interpersonal skills with the ability to resolve conflicts and lead diverse teams
• Financial acumen with experience in budget management and performance monitoring.
• Knowledge of health, safety, and regulatory compliance.
• Ability to multitask, resolve conflicts, and uphold high service standards daily
• Proficiency in administrative tools and event planning.
• Fully bilingual in English and Afrikaans