Mercure Nelspruit Hotel Hotel Manager Jobs in South Africa

Mercure Nelspruit Hotel Hotel Manager Jobs in South Africa

Position Scope

Reporting to the Chief Operations Officer the General Manager will oversee the smooth running of the Operations of the Mantis Collection managed property located in Al-Baha, Saudi-Arabia.

General Duties and Responsibilities

This role is pertinent to achieve set goals in revenue, profit and value enhancement, as well as Employee and Guest satisfaction by directing the operation of the assigned area of responsibility and its organisaton. Company policies and procedures must be adhered to and Brand image upheld.

Performance (Results and Values)

  • Achieve the objectives of the Company in revenue, profit, market penetration, customer service and Employee satisfaction.

  • Develop, implement and adhere to strategic business plans, budgets and investment plans according to the annual business planning guidelines. Ensure that these are based on a good market and product knowledge, adequately foresee the near future as well as long-term expectations on market development and maintain realistic yet ambitious targets. Always strive to improve market penetration.

  • Monitor results regularly and initiate corrective measures and action plans if the hotel performs below expectations.

  • Monitor performance to competitive set and initiate action if penetration development is negative.

  • Set objectives and delegate responsibilities to the management team.

  • Foster team work, open communication, shared information and cooperation.

  • Ensure the hotel management team utilizes in full all resources available in the Company and enhance efficiency and know-how.


  • Create value whenever initiating activities or making decisions. Live and communicate the vision, mission and values of the Company

  • Ensure the management team understands the dimension of value when doing business. Ensure that the commercial aspects of decision-making are considered in all relevant areas (revenue management, investments, purchasing, employee scheduling, cost management, and etcetera).

    Owner Relations

  • Ensure maximum owner satisfaction and trust.

  • Maintain a good working relation and dialogue with the hotel’s owners. Fully understand all contractual relations between the Company and the owners and secure that all obligations are met. Understand, foresee and act proactively regarding any potential conflicts between owner’s interests and those of the Company.

    Customer Relations

  • Maximise knowledge of local markets and key accounts and initiate PR activities.

  • Know, understand and get involved in initiatives directed at local markets, such as senior management sales calls and customer events. Take initiatives that build brand awareness, such as participation in local organisations and clubs, which include decision makers, authorities, press and opinion leaders.

    Guest Relations

  • Implement and supervise corporate guest satisfaction programs and Customer Satisfaction Surveys.

  • Secure maximum implementation, ongoing training and adherence to corporate guest satisfaction programmes. Ensure that all complaints from guests are dealt with properly and personally, in accordance with the Company guidelines. The General Manager is to handle Guest complaints personally by a telephone call followed up by a letter. Monitor guest satisfaction reports and initiate corrective action if unsatisfactory.

    Employee Relations

  • Ensure Employee Satisfaction and trust.

  • Facilitate at least annual employee satisfaction surveys and monitor an ongoing follow-up process. Initiate and monitor activities to correct negative deviations to Company objectives.

    People Development

  • Hire and develop potential
    with the right attitude, eagerness and qualification to promote the brand values.

  • Ensure that all employees in your Company receive the necessary training, both in professional competence and in service attitude. Foster and encourage living up to the brand values. Encourage self-development. Support education initiatives and participation in task force assignments. Facilitate transfers within or beyond the Region. Ensure that good performers develop and move on into new positions and assignments.

    Laws and Regulations

  • Adhere to legal requirements.

  • Investigate, share and adhere to all relevant laws, regulations and legal requirements in your respective legal surrounding (i.e. financial accounting and reporting, tax, licences, safety and security, health, labour, discrimination, data security, laws relating to contracts and business conduct, waste disposal, hygiene). Ensure that professional union relations are maintained.

    Safety and Security

  • Assume full responsibility for compliance with Emergency procedures – Management and Training.

  • Implement and monitor routines for effective prevention of and dealing with fire, major accidents and terrorism on the property. Ensure relevant training and induction of Company personnel in security matters (Emergency Management Manual). Facilitate documentation of all prevention and training activities. Investigate and promptly and diligently react to all information of a security nature. Ensure that your hotel seeks expert advice on necessary and advisable safety and security equipment, systems and solutions and implement the same.

    Brand Protection

  • Be responsible for the protection of the brand image of the Company.


  • Ensure that all investments add value and make business sense.

  • Ensure that well prepared and commercially sensible short and long-term investment plans are developed. Seek approval in accordance with Company guidelines. Monitor execution of investment projects. Include value considerations and appropriate “Return on Investment” calculations in the evaluation process.


    Skills and Experience:

  • 12 + years’ industry experience in upmarket brands with minimum 2-3 years of experience in similar role in Saudi Arabia

  • Ability to understand and navigate complex stakeholder environments

  • Strong focus and passion for customer experience

  • Sound understanding of emerging trends in the industry particularly those surrounding ESG

  • Demonstrated ability to coach, mentor, develop and inspire teams

  • Confident and articulate communication, negotiation, relationship and networking skills

  • Proven business acumen with the ability to make sound decisions and understand commercial implications

  • Ability to think strategically and plan on a mid to long term scale

  • Entrepreneurial spirit with drive, ambition and high level of energy

  • Excellent interpersonal skills with ability to communicate with all levels of team members

    How to Apply

    For more information and job application details, see; Mercure Nelspruit Hotel Hotel Manager Jobs in South Africa

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