GENERAL MANAGER

SOUTHERN SUN RIDGEWAY

Location: Lusaka, Zambia
Industry: Hospitality
Position: General Manager
Employment Type: Full-Time
Reports To: Operations Director – Offshore

Southern Sun Ridgeway welcomes job applications from passionate and hard-working team players who want to be part of our ever growing Southern Sun family. We value our employees and provide them with the means to grow within the company, opening many doors in the process. If this is an offer that excites you, send in your application and you could be the newest addition to our family.

This is a senior leadership position requiring a hands-on leader who can balance commercial performance, operational excellence, employee engagement and guest satisfaction.

Our successful General Managers …

• Provide overall strategic and operational leadership for the hotel and ensure that all departments operate efficiently and in accordance with approved standards.

• Develop and implement the hotel’s annual business plan, operating strategy and departmental objectives.

• Translate the strategic objectives into measurable operational and financial targets.

• Provide visible leadership across the property and maintain a strong presence in guest and operational areas.

• Lead the Heads of Department and ensure effective coordination between Front Office, Housekeeping, Food & Beverage, Kitchen, Finance, Sales & Marketing, Human Resources, Engineering/Maintenance, Security and other support functions.

• Regularly review hotel performance and initiate corrective measures where targets are not being achieved.

• Identify opportunities for continuous improvement, innovation and sustainable growth.

• Lead the preparation and implementation of annual budgets, forecasts and business plans.

• Drive revenue growth while maintaining effective cost controls and improving profitability.

• Monitor key financial indicators, including revenue, Gross Operating Profit (GOP), EBITDA, departmental profitability, payroll costs and cash flow.

• Review monthly management accounts and ensure appropriate corrective action is taken against material budget variances.

• Ensure effective management of operating expenses, procurement, inventory and working capital.

• Maintain appropriate financial controls and ensure that hotel assets and resources are adequately safeguarded.

• Work closely with Finance to ensure sound credit management, revenue collection and expenditure control.

• Identify opportunities to improve operational efficiency without compromising guest service or hotel standards.

• Lead strategies to maximise room occupancy, Average Daily Rate (ADR), Revenue per Available Room (RevPAR), Food & Beverage revenue and other hotel income streams.

• Work closely with Sales, Marketing and Reservations to grow corporate, leisure, conference, events and other business segments.

• Review market trends, competitor performance and customer behaviour to identify commercial opportunities.

• Develop and maintain strong relationships with corporate clients, travel agents, tour operators, government institutions, NGOs, embassies, conference organisers and other strategic partners.

• Ensure effective implementation of pricing, distribution and revenue management strategies.

• Support digital marketing, online distribution and the management of the hotel’s reputation across relevant online platforms.

• Actively participate in key account management and major business development initiatives.

• Champion a culture of exceptional guest service throughout the hotel.

• Ensure that the hotel consistently delivers service appropriate to its 4-star positioning.

• Regularly review guest feedback, online reviews, complaints and guest satisfaction indicators.

• Ensure that guest complaints are resolved promptly, professionally and effectively.

• Establish mechanisms for identifying recurring service gaps and implementing corrective action.

• Promote a culture in which employees anticipate guest needs rather than merely respond to requests.

• Maintain regular interaction with guests and personally manage significant guest concerns where appropriate.

• Drive continuous improvement in guest satisfaction scores and online reputation.

• Ensure restaurants, bars, banqueting, conferences, events and kitchen operations meet required quality and profitability standards.

• Monitor food and beverage costs, wastage, stock management and departmental profitability.

• Work with the relevant Heads of Department to develop attractive menus, promotions and revenue-generating initiatives.

• Ensure high standards of food quality, presentation, hygiene and service.

• Grow conference, banqueting, events and outside catering opportunities where applicable.

• Provide leadership, coaching and direction to Heads of Department and the wider hotel team.

• Promote a professional, disciplined, accountable and guest-focused organisational culture.

• Ensure appropriate staffing levels and effective workforce planning across all departments.

• Ensure performance objectives are established and employees are regularly assessed against agreed targets.

• Promote employee training, succession planning and leadership development.

• Work closely with Human Resources to ensure compliance with applicable labour legislation, conditions of service, policies and procedures.

• Ensure disciplinary and grievance matters are handled consistently, fairly and promptly.

• Promote employee engagement, teamwork, productivity and retention.

• Ensure payroll and other employee-related costs are effectively managed relative to hotel revenues and operational requirements.

• Ensure that the hotel property, guest rooms, public areas, equipment and facilities are maintained to appropriate 4-star standards.

• Oversee preventive maintenance programmes and ensure that maintenance issues are addressed promptly.

• Develop and prioritise capital expenditure requirements in consultation with the Operations Director – Offshore.

• Ensure effective management of utilities and promote energy and water conservation initiatives.

• Protect the hotel’s physical assets and ensure that equipment is properly maintained and utilised.

• Ensure compliance with all applicable statutory, licensing, health, safety, fire, food hygiene and environmental requirements.

• Ensure appropriate health and safety procedures are implemented throughout the property.

• Maintain effective security systems for guests, employees, hotel property and guest belongings.

• Ensure emergency preparedness and business continuity procedures are established, communicated and regularly reviewed.

• Ensure all licences, permits, inspections and statutory requirements are kept current.

• Promote strong risk management and internal control practices throughout the hotel.

• Provide accurate and timely operational and financial reports to the Operations Director – Offshore.

• Prepare comprehensive monthly performance reports covering financial results, occupancy, ADR, RevPAR, guest satisfaction, sales performance, human resources, maintenance, risks and other key performance indicators.

• Present hotel performance and strategic recommendations at management and Board meetings when required.

• Ensure that Operations Director – Offshore decisions are implemented promptly.

• Maintain high standards of corporate governance, accountability, confidentiality and professional ethics.

QUALIFICATIONS AND EXPERIENCE

• A Bachelor’s degree in Hospitality Management, Hotel Management, or a related discipline from a recognised institution.

• A relevant postgraduate qualification, MBA or professional management qualification will be an added advantage.

• A minimum of 8–10 years’ progressive management experience in the hospitality industry, with substantial experience at senior management level.

• At least 3–5 years’ experience as a Hotel General Manager, Deputy General Manager, Hotel Manager, Operations Manager.

• Demonstrable experience within a 4-star or 5-star hotel environment.

• Strong experience in hotel operations, financial management, revenue management, sales and business development.

• Demonstrated ability to manage budgets, analyse hotel financial statements and improve profitability.

• Sound knowledge of hotel systems, Property Management Systems (PMS), revenue management systems and other relevant hospitality technologies.

• Strong understanding of the Zambian hospitality market would be an advantage.

REQUIRED COMPETENCIES

The successful candidate must demonstrate:

• Exceptional leadership and people-management capability;

• Strong commercial and financial acumen;

• Strategic thinking combined with hands-on operational leadership;

• Excellent guest relations and service orientation;

• Strong analytical and problem-solving skills;

• Excellent communication, negotiation and interpersonal skills;

• Ability to develop and manage high-performing teams;

• Strong sales and business-development orientation;

• Sound judgement and decision-making ability;

• High levels of integrity, professionalism and accountability;

• Strong organisational and time-management skills;

• Ability to perform effectively under pressure;

• Attention to detail and commitment to quality;

• Ability to manage change and drive continuous improvement; and

• A strong understanding of contemporary hospitality trends and guest expectations.

APPLICATION PROCEDURE

Suitably qualified and experienced candidates are invited to submit:

1. A detailed Curriculum Vitae;

2. A cover letter outlining their suitability for the position;

3. Copies of relevant academic and professional qualifications; and

4. Contact details for at least three professional referees.

Applications should clearly indicate “APPLICATION – GENERAL MANAGER” and should be submitted to:

[email protected]

Closing Date: 30th September 2026

Only shortlisted candidates will be contacted.