General Manager

Blue Marlin All-Inclusive Seascape is one of South Africa's premier beachfront all-inclusive resorts, situated on the KwaZulu-Natal South Coast. The resort delivers exceptional hospitality through outstanding accommodation, quality food and beverage experiences, engaging leisure activities, and authentic coastal hospitality.

As part of Dream Hotels & Resorts, Blue Marlin is committed to creating memorable guest experiences while driving sustainable tourism, operational excellence, and meaningful community impact.

The Property Custodian is responsible for the overall leadership and operational success of the resort. This role provides strategic direction across all departments to ensure exceptional guest satisfaction, financial sustainability, employee engagement, and operational excellence.

The Property Custodian serves as the ambassador of the property, balancing commercial performance with guest experience while fostering a culture of accountability, collaboration, and continuous improvement.

A key component of this role is maintaining constructive relationships with organised labour and ensuring effective employee relations through respectful engagement with union representatives. The Property Custodian also represents Blue Marlin within the Scottsburgh community, developing partnerships that strengthen tourism, support local economic development, and reinforce the resort's reputation as an employer and community partner of choice.

Key Responsibilities

Operational Leadership

• Provide strategic leadership across all resort departments.
• Ensure the resort consistently delivers exceptional all-inclusive guest experiences.
• Maintain the highest standards of accommodation, food & beverage, leisure facilities, public areas and guest services.
• Oversee preventative maintenance and capital improvement projects.
• Ensure operational compliance with Dream Hotels & Resorts standards.
• Drive departmental collaboration to maximise efficiency.
• Ensure seamless daily operations across:
• • Rooms Division
    • Food & Beverage
    • Kitchens
    • Housekeeping
    • Maintenance
    • Front Office
    • Leisure & Recreation
    • Guest Activities
    • Security
    • Gardens
• Lead daily operational briefings.
• Monitor resort performance through operational dashboards and KPIs.

Guest Experience

• Deliver an exceptional all-inclusive guest journey.
• Personally engage with guests daily.
• Resolve guest concerns promptly.
• Monitor guest feedback across all platforms.
• Improve guest satisfaction scores continuously.
• Develop memorable guest experiences unique to Blue Marlin.
• Ensure consistent service delivery across every touchpoint.
• Drive service excellence training throughout the property.

Financial Management

• Prepare and manage annual budgets.
• Monitor revenue and expenditure.
• Analyse monthly financial performance.
• Drive profitability.
• Maximise occupancy and RevPAR.
• Manage labour costs.
• Control food and beverage costs.
• Monitor purchasing.
• Reduce operational waste.
• Identify revenue opportunities.
• Implement cost-saving initiatives.
• Drive financial accountability across departments.

Food & Beverage Leadership

Because Blue Marlin operates as an All-Inclusive resort, Food & Beverage forms one of the most critical areas of responsibility.

The Property Custodian shall:

• Ensure exceptional buffet and la carte standards.
• Oversee beverage quality and controls.
• Monitor food cost percentages.
• Drive menu innovation.
• Ensure HACCP compliance.
• Maintain exceptional hygiene standards.
• Develop themed dining experiences.
• Improve guest dining satisfaction.
• Monitor stock control.
• Reduce wastage.

Human Capital Leadership

• Develop future leaders.
• Conduct regular performance reviews.
• Ensure succession planning.
• Build a culture of accountability.
• Promote employee wellbeing.
• Coach departmental leaders.
• Drive employee engagement.
• Maintain high staff morale.

Employee Relations & Union Management

A significant responsibility of the Property Custodian is maintaining positive labour relations.

Responsibilities include:

• Build productive relationships with recognised unions.
• Engage regularly with union shop stewards.
• Facilitate constructive consultation processes.
• Resolve workplace disputes proactively.
• Ensure compliance with labour legislation.
• Support disciplinary and grievance processes.
• Promote respectful workplace practices.
• Partner closely with the People Team.
• Maintain positive industrial relations.
• Encourage open communication across all departments.
• Reduce labour conflict through engagement and transparency.

Community & Stakeholder Engagement

Blue Marlin plays an important role within the Scottsburgh region.

The Property Custodian will:

• Represent the resort within the Scottsburgh community.
• Build relationships with local municipalities.
• Partner with tourism associations.
• Develop relationships with local businesses.
• Support schools and community initiatives.
• Encourage local procurement.
• Participate in tourism marketing initiatives.
• Develop sustainable community partnerships.
• Promote employment opportunities for local residents.
• Drive Corporate Social Responsibility initiatives.
• Position Blue Marlin as a respected community partner.

Sales & Business Development

• Support resort sales initiatives.
• Assist with corporate business development.
• Grow conference business.
• Increase leisure occupancy.
• Build relationships with travel trade partners.
• Support digital marketing campaigns.
• Develop repeat business.
• Enhance brand awareness.

Quality Assurance

• Ensure brand compliance.
• Conduct regular inspections.
• Monitor cleanliness standards.
• Ensure health and safety compliance.
• Maintain licensing requirements.
• Prepare for internal audits.
• Ensure legislative compliance.

Daily Responsibilities

• Conduct morning operational meetings.
• Walk the entire property daily.
• Meet guests.
• Review guest feedback.
• Inspect departments.
• Monitor staffing levels.
• Review financial reports.
• Coach managers.
• Review maintenance issues.
• Approve operational decisions.
• Ensure service standards are achieved.

Weekly Responsibilities

• Departmental review meetings.
• Union engagement meetings where required.
• Community stakeholder engagement.
• Financial review.
• Guest satisfaction review.
• Operational audits.
• Maintenance planning.
• HR reviews.
• Sales pipeline review.

Monthly Responsibilities

• Budget review.
• Forecasting.
• Management reports.
• OKR reviews.
• Capital planning.
• Performance reviews.
• Community engagement reporting.
• Labour relations reporting.
• Business planning.
• Property inspections.
• Risk assessments.

QUALIFICATIONS AND EXPERIENCE

Minimum Qualifications

• Diploma or Degree in Hospitality Management, Business Management or related field.
• Minimum 10 years' senior leadership experience within hospitality.
• Experience managing all-inclusive or resort operations.
• Strong Food & Beverage leadership experience.
• Strong financial management experience.
• Experience managing multiple operational departments.
• Valid driver's licence.

Preferred Experience

• Luxury resort management.
• Labour relations and union engagement.
• Community stakeholder management.
• Tourism marketing.
• Revenue management.
• Project management.
• Preventative maintenance planning.
• Fluent in Zulu