General Manager

Location: Cape Town, South Africa
Department: Operations (On-site) - Management
Reports to: Head Of Operations / Workforce Operations Manager

ABOUT TOTALSTAY ️

At Totalstay ️, we're not just in hospitality; we're shaping its future. Over the last decade, we've redefined what it means to stay local, building one of South Africa's most dynamic aparthotel brands. Today, with over 700+ keys across multiple properties, we blend design forward spaces, technology, and unforgettable guest experiences to create stays worth telling stories about.

Totalstay manages a collection of premium aparthotels known for delivering exceptional accommodation and outstanding guest experiences. Our properties are strategically located in desirable areas, offering modern amenities, superior service, and attractive settings. We are seeking a dynamic and experienced Aparthotel General Manager to lead the management team and oversee seamless operations across the property. The ideal candidate will have a proven background in managing housekeeping teams, experience with VIP guest services, hotel marketing, revenue reporting, and comprehensive hotel operations. This leadership role requires a visionary professional who can motivate teams to achieve exceptional guest satisfaction while driving revenue growth and ensuring operational excellence.

WHAT YOU'LL DO

• Provide strategic leadership and oversight of the property's operational performance.
• Supervise the departmental leaders to ensure effective execution of operational functions across all departments.
• Ensure operational alignment between the property and Head Office departments including Operations, HR, Finance, Guest Experience, Maintenance, Marketing, and Reservations.
• Conduct regular operational reviews and property inspections to ensure adherence to brand standards and operational procedures.
• Drive continuous operational improvement to enhance efficiency, service delivery, and guest satisfaction.
• Ensure the property maintains the luxury hospitality standards expected of the Totalstay brand.

• Maintain superior guest satisfaction by ensuring consistent service standards across all guest touchpoints.
• Monitor guest review platforms and reputation metrics to ensure minimum rating standards are achieved.
• Oversee the management of complex guest complaints and service escalations.
• Implement service improvement initiatives based on guest feedback and operational performance trends.
• Ensure the property maintains a welcoming and professional environment that reflects Totalstay's hospitality values.

• Take full accountability for the financial performance of the property.
• Oversee property budgets and ensure operational expenditure remains within approved financial parameters.
• Review financial reports including revenue performance, labour costs, consumables, maintenance expenditure, and operational costs.
• Work closely with the Head of Revenue and Finance teams to maximise occupancy, revenue performance, and operational profitability.
• Ensure appropriate financial controls are in place for procurement, vendor management, and expense approvals.
• Ensure labour costs are monitored and managed in compliance with the Basic Conditions of Employment Act (BCEA).

• Provide leadership oversight for all staff working at the property.
• Ensure the departmental leaders maintain accurate workforce management processes including attendance tracking, timesheets, overtime records, and leave management.
• Ensure compliance with South African labour legislation including: Basic Conditions of Employment Act (BCEA), Labour Relations Act (LRA), Occupational Health and Safety Act (OHSA), and Compensation for Occupational Injuries and Diseases Act (COIDA).
• Oversee disciplinary processes and ensure all disciplinary actions follow the Totalstay Disciplinary Code and CCMA guidelines.

• Oversee the preparation and submission of accurate operational reports.
• Review weekly operations reports including: Occupancy levels, Revenue and property performance, Guest feedback trends, Labour cost trends, Linen usage and inventory variance, Consumables usage, and Maintenance issues and operational risks.
• Ensure operational reporting submitted to Head Office is accurate and submitted within required timelines.
• Ensure there are zero avoidable data errors in payroll inputs, operational reports, or financial documentation.

• Ensure full compliance with South African legislation and internal company policies.
• Oversee safety management and ensure incidents, hazards, and near mises are reported and managed according to company procedures.
• Ensure Injury on Duty (IOD) incidents are reported in accordance with COIDA statutory requirements.
• Ensure maintenance issues are properly logged, monitored, and resolved through the appropriate systems.
• Ensure fire safety equipment and emergency procedures are maintained and understood by all staff.

• Promote a positive and high performing workplace culture aligned with Totalstay values.
• Provide leadership and mentorship to the Property Manager and departmental supervisors.
• Encourage accountability, teamwork, and professionalism across all operational departments.
• Support employee development, training initiatives, and operational leadership growth.
• Ensure effective communication across all departments and shifts.

• A competitive salary package tailored to your experience and expertise.
• A dynamic workplace where your contributions drive real change.
• Opportunities to unlock your potential for career advancement
• Vibrant and inclusive company culture, prioritising the well being of every team member.
• Enjoy perks like "Friends & Family" nightly rates at all Totalstay properties, wellness initiatives and our very own reward and recognition programme.
• Thrive in an environment that values innovation, collaboration, and personal growth.
• Join a supportive team committed to your success, professionally and personally.
• Be part of a company that celebrates diversity and empowers its employees to reach new heights.