Job Description
Job Description
VACANCY NOTICE
DEPUTY GENERAL MANAGER
(HARARE)
Cresta Hotels (Pvt) Ltd, a leading hospitality group in Southern Africa, invites applications from dynamic, commercially driven and agile professionals for the position of Deputy General Manager, Harare.
The Deputy General Manager is the Hotel’s primary operational leader, equivalent to an Executive Assistant Manager, and supports the General Manager in directing day-to-day operations, enhancing guest satisfaction and maintaining benchmark service standards. This hands-on role requires a leader who can align departments, safeguard brand standards, optimize commercial performance and foster a high-performance workforce culture.
This position reports directly to the General Manager and acts as Second-in-Command, assuming full operational authority during the General Manager’s absence.
Duties and Responsibilities
RESPONSIBILITIES
• Operational Excellence & Compliance: Oversee daily front-of-house and back-of-house operations, enforcing strict compliance with global Standard Operating Procedures (SOPs), hygiene and safety frameworks (HACCP/ISO), brand governance, and quality audits.
• Commercial & Financial Performance: Partner with the GM & Revenue teams to drive Total Revenue Per Available Room (TRevPAR) and GOP margins. Actively monitor P&L statements, operational cost controls, labor efficiency, inventory management, and monthly departmental forecasting across Rooms and F&B.
• Guest Experience & Quality Assurance: Lead global Guest Satisfaction Index (GSI) and NPS initiatives. Systematically analyze guest feedback, manage online reputation platforms, and drive proactive service recovery protocols across all touchpoints.
• Asset Management & Refurbishment Execution: Supervise ongoing physical Hotel upkeep, preventive maintenance schedules, and execution of capital expenditure (CapEx) and hotel refurbishment projects alongside the Maintenance Manager.
• Talent Development & Leadership: Champion a positive performance culture through hands-on leadership, succession planning, training matrix implementation, and operational workforce optimization.
Qualifications and Experience
Relevant qualifications