General Manager: Hospitality

About the Opportunity

Ernie Els Wines is seeking an experienced, commercially minded and guest-focused General Manager: Hospitality to lead the estate’s hospitality operations. This senior role is responsible for translating the Ernie Els Wines brand strategy into an exceptional operating model across the visitor experience, food and beverage operations, events, tourism engagement and hospitality team performance.

Key Responsibilities

· Develop and implement a clear hospitality strategy that supports the Ernie Els Wines brand, commercial objectives and premium guest experience.

· Translate strategy into practical operating models, service standards, staffing structures, SOPs and daily execution plans.

· Act as brand owner and custodian for the hospitality experience, ensuring that all guest-facing operations, communications, service standards and touchpoints consistently protect and strengthen the Ernie Els Wines brand.

· Lead, coach and manage the hospitality team to deliver consistent service excellence, operational discipline and a high-performance culture.

· Prepare, manage and monitor the annual hospitality budget, including operating costs, revenue targets, profitability and capital project inputs.

· Drive growth, profitability, innovation and execution excellence across hospitality operations, events, tourism partnerships and guest-facing services.

· Oversee guest experience, service recovery, operational readiness, stock control, systems use and day-to-day performance standards.

· Champion a positive, engaged and excellence-driven culture aligned with the values and reputation of Ernie Els Wines.

· Ensure operational readiness and service excellence across hospitality touchpoints, including visitor experience, food and beverage, events and estate-facing guest services.

· Balance guest expectations, team capacity, commercial impact and brand reputation in day-to-day decision-making.

· Identify and implement improvements to processes, service standards, guest journeys and operating efficiencies.

· Drive medium- to long-term initiatives focused on cost optimisation, revenue growth, team capability and sustainable SOPs.

· Maintain strong collaboration with Finance, HR, Marketing, Production, estate management, ownership representatives, suppliers, contractors and tourism partners.

Minimum Requirements

· Marketing, Business, Economics or Hospitality qualification, or equivalent relevant experience.

· Hospitality, tourism, wine, food and beverage or sommelier-related qualifications will be advantageous.

· WSET, tourism, food service, marketing or related certifications will be beneficial.

Experience Required

· 5–10 years’ experience in the hospitality industry, preferably in wine estate, restaurant, tourism, premium guest experience or destination hospitality environments.

· At least 3 years’ experience in an Assistant General Manager, General Manager or comparable senior hospitality leadership role.

· Experience in wine tourism, premium food and beverage operations or wine hospitality will be advantageous.

· Proven experience managing teams, budgets, operating standards, guest experience and commercial performance.

Skills And Competencies

· Strong hospitality operations background with sound food and beverage financial acumen.

· Proficient in hospitality systems, POS platforms, cash terminals, restaurant IT systems, Excel and operational reporting tools.

· Commercially minded, with the ability to manage costs, improve profitability and enhance revenue opportunities.

· Hands-on leadership style with the ability to lead from the front during peak operational periods.

· Innovative, creative, detail-oriented, calm under pressure and able to solve problems pragmatically.

· Strong relationship-building skills across guests, team members, suppliers, contractors, management and industry partners.

· Clear communicator who can set expectations, provide constructive feedback and maintain high service standards.

· Proficient in English and Afrikaans; German, Spanish or isiXhosa will be advantageous.

Decision-Making And Accountability

· Manage daily hospitality operations independently within approved brand standards, policies, budgets and limits of authority.

· Escalate matters involving changes to strategy, operating model, organisational design, major spending, legal risk or brand-sensitive decisions to the Estate Manager.

· Apply sound judgement in guest experience, team performance, service recovery, commercial priorities and operational problem-solving.

Working Environment

· Fast-paced hospitality environment with daily and weekly operational deadlines.

· Peak periods include summer season, holidays, weekends, events and high-volume visitor periods.

· The role requires flexibility, visible leadership, operational responsiveness and the ability to manage multiple priorities simultaneously.

· Planning and administrative work may be interrupted by urgent operational matters, guest experience requirements or team support needs.

Key Working Relationships

· Internal: Estate Manager, Finance, HR, Marketing, Production, hospitality teams, senior management and ownership representatives.

· External: Guests, corporate clients, private clients, suppliers, contractors, tourism partners, industry networks and service providers.

· The role requires confident communication with senior stakeholders on strategic, financial, commercial and operational matters.

Leadership Scope

· Direct management of approximately 2 direct reports, with broader leadership influence across 2–3 indirect reports and the wider hospitality team.

· The role is responsible for providing strategic direction, driving continuous operational course correction, encouraging innovation, building team capability, ensuring SOP adherence, maintaining discipline and supporting the effective execution of strategic priorities.

· Expected to build an engaged, accountable and guest-focused team culture.

Financial And Commercial Accountability

· Manage an annual operating cost base and contribute to the planning and delivery of ad hoc capital projects.

· Accountable for hospitality revenue performance.

· Protect revenue, profitability, stock control, guest satisfaction and the long-term brand equity of Ernie Els Wines.

Application Question(s):

• Do you have a marketing, Business, Economics or Hospitality qualification?
• Do you have a hospitality, tourism, wine, food and beverage or sommelier-related qualification?

Experience:

• Wine estate hospitality: 5 years (Required)
• GM or Assistant GM: 3 years (Required)

Work Location: In person