Job Description

The Operations General Manager provides strategic leadership and operational oversight across all properties, ensuring commercial success and consistent service standards. This role supports General Managers in team management, supporting their leadership of Heads of Departments (HODs) and property teams. The Operations General Manager ensures alignment with company goals and standards, fostering a cohesive and efficient operational environment. Additionally, this role acts as the operational bridge between property leadership and the MFC leadership team, identifying opportunities for collaboration and ensuring that all levels of the organisation are aligned with the company's goals, The Operations General Manager serves as a brand ambassador and upholds MFC's values and standards.

KEY RESPONSIBILITIES

Multi-Property Leadership & Strategic Alignment

Directly manage General Managers across properties. Lead regular site visits, performance reviews, and weekly GM check-ins. Lead monthly GM Connect and provide feedback to leadership on each of the businesses. Develop and implement strategies to maximise efficiency, profitability, and guest satisfaction

Brand & Guest Experience Oversight

Ensure consistent delivery of the brand promise across diverse locations. Identify guest experience gaps and drive improvement plans collaboratively with Group Guest Experience Manager. Promote innovation and guest-centric service design across properties.

Financial Performance & Business Planning

Monitor and evaluate the financial performance of all properties, identifying areas for improvement and implementing corrective actions Collaborate with the MFC Finance team to develop group-wide budgets and financial plans Oversee the preparation and presentation of financial reports for all properties, highlighting key financial metrics and performance indicators. Identify and mitigate financial risks at the group level, ensuring the financial stability and compliance of all properties Provide training and development opportunities for General Managers to enhance their financial literacy and understanding of budget management Support implementation of group-wide pricing, revenue, and cost-efficiency strategies.

Talent Development, Culture & Succession

Mentor GMs and leadership pipeline candidates for long-term succession. Promote a culture of empowerment, accountability, and values alignment. Collaborate with Group HR to effectively communicate and adhere to HR policies and procedures across all properties, including recruitment, training, performance management, and employee relations. Foster a collaborative and positive work environment, encouraging teamwork and professional growth.

Compliance

Ensure legal, labour, health and safety and other compliance requirements across all sites. Conduct internal audits and lead corrective action planning where necessary.

Supplier Management

Oversee and manage contract stipulations with third-party vendors and service providers to ensure quality delivery, compliance, and value. Manage contracts for IT, Maintenance and Facilities, Artist Residency, Interiors, Landscaping, and Galleries. Collaborate with various points of contact within the support office, depending on which of the contracts are applicable.

Reporting, Stakeholder Engagement & Support

Report monthly to the Group Operations Manager on key KPIs and operational updates and risks. Collaborate with support teams (HR, Finance, Sales, Marketing, Procurement). Represent the group in industry forums and community partnerships where applicable.

Required Skills & Experience:

Degree in Hospitality Management, Business Administration, or equivalent Minimum 10 years in hospitality with 5+ in senior multi-property or regional leadership Experience in both urban hotel and remote lodge environments strongly preferred Strong grasp of South African tourism, labour, and hospitality compliance landscape Flexibility to travel between Cape Town and remote regions regularly Proven leadership across multiple hospitality operations Strategic and analytical thinker with operational agility Strong commercial and financial management ability Ability to lead diverse teams across geographies and contexts Excellent communication, coaching, and presentation skills High emotional intelligence and adaptability

MAXIMIZING YOUR IMPACT AS A MEMBER OF THE MORE FAMILY COLLECTION

Excellent attention to detail. Guest focus philosophy, living the MORE brand and driving the MORE experience. Excellent communication skills (written and verbal), practicing honest communication. Team player with positive attitude, enthusiasm, and emotional control. Excellent time management and self-discipline, interpersonal & solution seeking skills. Proactive, use initiative and creative flair when required. Committed and loyal, adaptable, and flexible. Must work accurately under pressure. People skills - tolerance, patience, and care, ability to receive constructive feedback openly.

We create opportunities and experiences for people to enrich their lives.

Our values guide our behaviours and how we act, and they help us find the right partnerships for growth:

Be

AWARE

(the "thoughtful" value)
Eyes and ears open
Arrive ready
Be human

Respond

GENEROUSLY

(the "more" value)Always respond
Give more, do more
Have a mindset of abundance

Strength in

DIVERSITY

(the "family" value)Act in harmony
Work together
Act inclusively

Make it

BETTER

(the "continuous improvement" value)
Positively influence
Keep learning
Own it