General Manager Toro Lodge

Job Advert Summary

The General Manager is responsible for the strategic leadership, operational excellence, financial performance, and overall success of Toro River Lodge. The incumbent will ensure the delivery of exceptional luxury safari experiences while maintaining Newmark Hotels & Reserves' brand standards, conservation values, and commitment to authentic hospitality.

The General Manager provides visible leadership across all departments, creates an engaged team culture, drives profitability, and builds strong relationships with guests, staff, suppliers, owners, and local communities.

Minimum Requirements

• Diploma or Degree in Hospitality management, Hotel management, Tourism management or Business management
• Minimum 7–10 years' experience in luxury hospitality
• At least 5 years' experience as a General Manager or Lodge Manager within a luxury safari lodge
• Proven experience managing all-inclusive luxury lodge operations
• Strong financial and commercial management experience
• Experience managing multidisciplinary teams

Duties and Responsibilities

Operational Leadership

• Lead the day-to-day operations of the lodge.
• Ensure exceptional guest experiences from arrival through departure.
• Maintain luxury service standards across all departments.
• Oversee Rooms Division, Food & Beverage, Housekeeping, Maintenance, Safari Operations, Guest Experience, Security, and Administration.
• Ensure seamless coordination between departments.
• Conduct daily operational meetings.
• Continuously identify opportunities to improve service delivery and operational efficiencies.

Guest Experience

• Personally host VIP guests, travel partners, and media visits.
• Build memorable, personalised guest experiences.
• Monitor guest feedback and implement service improvements.
• Ensure all guest requests and complaints are handled promptly and professionally.
• Maintain exceptional guest satisfaction scores and online reputation.

Financial Management

• Prepare and manage annual operational budgets.
• Achieve revenue, profitability, and GOP targets.
• Monitor labour costs, food costs, beverage costs, and operational expenses.
• Approve purchasing in line with company procurement policies.
• Produce monthly financial and operational reports.
• Identify revenue enhancement opportunities while controlling expenditure.

Leadership & People Management

• Recruit, develop, coach, and retain high-performing employees.
• Lead and mentor Heads of Department.
• Foster a culture of accountability, teamwork, and service excellence.
• Conduct regular performance reviews.
• Drive employee engagement and recognition initiatives.
• Ensure compliance with labour legislation and company policies.
• Promote continuous learning and succession planning.

Food & Beverage Oversight

• Work closely with the Executive Chef to deliver exceptional dining experiences.
• Ensure menus reflect luxury safari hospitality standards.
• Monitor food quality, presentation, hygiene, and cost control.
• Oversee wine, beverage, and cellar management.

Safari & Guest Activities

• Ensure safari operations deliver safe, memorable, and educational wildlife experiences.
• Work closely with the Head Guide to maintain guiding standards.
• Ensure compliance with reserve regulations and conservation protocols.
• Support unique guest experiences including bush breakfasts, sundowners, walking safaris, and boma dinners.

Property & Asset Management

• Ensure lodge facilities are maintained to luxury standards.
• Develop preventative maintenance schedules.
• Manage capital expenditure projects.
• Ensure gardens, public areas, guest suites, and back-of-house areas remain immaculate.

Health, Safety & Risk Management

• Ensure compliance with health, safety, fire, and security legislation.
• Maintain emergency procedures and crisis management plans.
• Ensure food safety and hygiene standards are maintained.
• Conduct regular risk assessments.

Conservation & Sustainability

• Champion responsible tourism initiatives.
• Promote environmental sustainability.
• Support wildlife conservation objectives.
• Encourage community engagement and local supplier development.
• Minimise environmental impact through sustainable operating practices.

Sales & Business Development

• Build relationships with travel agents, DMCs, and tour operators.
• Support marketing initiatives and promotional campaigns.
• Host educational visits and familiarisation trips.
• Identify new business opportunities to maximise occupancy and revenue.