Job Description

Position:

General Manager

Department:

Operations

Location:

Laduree

1. ROLE PURPOSE

The

General Manager

is responsible for the overall leadership, performance, and profitability of the Laduree operation. This role provides strategic and operational oversight across

front-of-house, kitchen operations, retail, events, finance, HR compliance, and brand standards

, ensuring Laduree's luxury positioning, guest experience, and commercial objectives are consistently achieved.

The General Manager is fully accountable for

people management, discipline, payroll inputs, financial control, compliance, and operational excellence

, while upholding Laduree's heritage, quality, and brand integrity.

2. KEY RESPONSIBILITIESOperational Leadership & Business Performance

Lead and oversee all daily operations across FOH, BOH, pastry, bakery, retail, and events. Ensure smooth coordination between departments to deliver a seamless luxury guest experience. Drive operational efficiency, service excellence, and consistency across all shifts. Implement and monitor operational SOPs and service standards. Act as the primary escalation point for operational, staffing, and guest issues.

Financial Management & Cost Control

Manage budgets, forecasts, and daily financial performance. Control labour costs, food costs, wastage, and operational expenses. Review sales performance, revenue trends, and profitability reports. Ensure accurate submission of payroll inputs including timesheets, overtime, commissions, and leave. Investigate and resolve payroll discrepancies in collaboration with HR and Payroll.

People Management, Discipline & HR Support

Lead, manage, and discipline all staff in line with company policy and labour legislation. Conduct counselling sessions, issue warnings, and escalate disciplinary matters where required. Support recruitment, interviewing, onboarding, and probation management. Ensure accurate attendance tracking, timekeeping, and staff scheduling. Foster a culture of accountability, professionalism, and high performance.

Brand Standards, Guest Experience & Service Excellence

Uphold Laduree's luxury brand standards in service, presentation, and guest engagement. Ensure all staff consistently deliver a premium guest experience. Handle guest complaints and escalations professionally and decisively. Monitor guest feedback and implement continuous improvement initiatives.

Compliance, Risk & Governance

Ensure compliance with: Labour legislation (BCEA, LRA) Health & safety regulations Food safety and hygiene standards Ensure internal audits, inspections, and compliance checks are passed. Identify operational, financial, and reputational risks and implement mitigation measures. Maintain strict confidentiality and ethical leadership standards.

Strategic & Stakeholder Reporting

Provide regular operational and performance reports to stakeholders. Implement strategic initiatives aligned to group objectives. Support growth, new initiatives, and special projects as required.

3. MINIMUM REQUIREMENTS

5-8+ years experience in

hospitality or luxury retail management

, preferably in a senior management role. Proven experience managing

large teams and multi-department operations

. Strong understanding of

financial management, payroll inputs, and cost control

. Sound knowledge of

South African labour legislation and HR processes

. Ability to work extended hours, weekends, and public holidays. Strong leadership presence and decision-making capability.

4. CORE COMPETENCIES

Strategic leadership and operational control Strong financial acumen and analytical ability People leadership, discipline, and conflict management High attention to detail and brand standards Calm, decisive leadership under pressure Strong communication and stakeholder management skills Accountability, integrity, and professionalism

5. WORKING CONDITIONS

High-pressure luxury hospitality environment Long hours, shift work, weekends, and public holidays Continuous interaction with staff, guests, and stakeholders Accountability for operational, financial, and people outcomes

GENERAL

This role is

not limited to the responsibilities listed above

and may be amended to meet evolving business and operational needs. The General Manager holds a

position of trust

and is expected to act at all times in the best interests of Laduree.

Job Type: Full-time

Application Question(s):

Are you available immediately ? How many years of experience do you have in hospitality or luxury retail management? Please list the places you've worked while in this role. Have you previously held a General Manager, Operations Manager, or Senior Management role? What type of operations have you managed? Have you directly managed large teams? Please describe the disciplinary processes, you have experience in? Please briefly describe your experience with payroll oversight, financial management, and cost control, including your involvement in budgets, labour costs, and operational expenses. Have you managed multi-department operations Have you handled guest complaints and escalations at a senior level? Are you experienced in ensuring compliance with:
? Health & safety
? Food safety / hygiene standards
? Internal audits & inspections

Work Location: In person