ROLE OVERVIEW

The Aparthotel Manager is responsible for the full operational management of a single Totalstay property. This is a hands-on leadership role that requires direct oversight of housekeeping, linen and laundry, inventory, guest services, and front office operations - while building and managing the on-site team. The AM is the primary point of accountability for property standards, operational reporting, risk management, and staff performance, and acts as the direct link between the property and Head Office.

KEY RESPONSIBILITIES

Housekeeping & Linen Management

• Take full operational ownership of the property's housekeeping function, maintaining Totalstay brand standards across all units and common areas.
• Directly supervise and develop the Housekeeping Supervisor, with the clear objective of building this person into a manager capable of independently running the housekeeping team.
• Oversee all linen and laundry operations including collection, washing, quality checking, stock rotation, and timely distribution to units.
• Ensure linen par levels are maintained, losses are tracked, and quality standards are upheld - escalating variances to Head Office as required.
• Conduct regular room and common area inspections to ensure cleanliness, presentation, and readiness standards are consistently met.

Inventory & Consumables

• Manage property inventory including guest room consumables, cleaning supplies, linen stock, and maintenance materials.
• Conduct regular stock counts and submit accurate inventory reports to the Head Office within required timelines.
• Identify and flag shortfalls, wastage, and procurement needs - raising purchase requests through the correct channels.
• Ensure inventory is stored correctly, accessible, and accounted for at all times.

Guest Services

• Ensure every guest interaction at the property reflects Totalstay's hospitality standards - from check-in through to departure.
• Monitor guest review platforms (including Booking.com and Google) and take accountability for the property's reputation score.
• Manage guest complaints and service escalations directly, resolving issues promptly and professionally.
• Implement service recovery measures and identify recurring feedback trends to drive improvements.
• Ensure front desk and night audit teams are delivering consistent, guest-first service across all shifts.

People Management & HR Compliance

• Directly manage all on-site staff including the Housekeeping Supervisor, front desk agents, night auditors, and maintenance staff where applicable.
• Build, coach, and develop the Housekeeping Supervisor into an autonomous department manager - this is a key performance expectation of the role.
• Ensure accurate timekeeping, attendance records, leave management, and overtime tracking for all property staff using the designated workforce management system/s..
• Manage performance formally and informally - conducting check-ins, addressing underperformance, and escalating disciplinary matters to People Operations in accordance with the Totalstay Disciplinary Code and the LRA.
• Ensure compliance with South African labour legislation including the BCEA, LRA, OHSA, and COIDA.
• Submit accurate payroll inputs to the Head Office within the required monthly deadlines.

Systems & Administration

• Maintain accurate and timely operational records across all property management and workforce systems.
• Submit weekly operational reports to Head Office covering: occupancy status, linen and inventory usage, guest feedback, staff attendance, and maintenance issues.
• Ensure all system inputs, including payroll data, stock counts, and incident reports, are accurate, complete, and submitted on time.
• Manage the property's maintenance log and ensure all logged issues are followed up and resolved within agreed timelines.
• Escalate operational risks, system errors, or reporting gaps to the Workforce Operations Manager immediately.

Safety, Maintenance & Risk Management

• Ensure the property is maintained to a safe, functional, and presentable standard at all times.
• Log, track, and follow up on all maintenance issues through the correct reporting system.
• Ensure fire safety equipment, emergency procedures, and evacuation plans are in place, up to date, and understood by all on-site staff.
• Report all Injury on Duty (IOD) incidents in accordance with COIDA requirements and the Totalstay IOD procedure.
• Identify and escalate operational risks, safety hazards, or compliance concerns to the Head Office without delay.

MINIMUM REQUIREMENTS

Qualifications

• Matric / Grade 12 - required
• Hospitality management qualification or equivalent - advantageous

Experience

• Minimum 3 years' experience in a hospitality operations management role
• Proven, hands-on experience across all six must-have criteria (see above)
• Experience in aparthotel, serviced apartment, or short-term rental environments (advantageous)
• Experience managing multi-disciplinary on-site teams

Skills & Competencies

• Strong operational discipline: able to manage multiple functions simultaneously without losing attention to detail
• People leadership: able to coach, develop, and hold staff accountable
• Clear written and verbal communication: able to produce accurate operational reports
• Computer literacy: Google Workspace, property management systems, task management systems and workforce management platforms
• Problem-solving under pressure: able to make sound decisions quickly in a live hospitality environment
• High personal accountability: does not pass problems up without attempting to resolve them first

ABOUT TOTALSTAY

At Totalstay™, we're not just in hospitality, we're shaping its future. Over the last decade, we've redefined what it means to stay local, building one of South Africa's most dynamic aparthotel brands. Today, with 750+ keys across multiple properties, we blend design-forward spaces, technology, and unforgettable guest experiences to create stays worth telling stories about.

WHY JOIN US

• Competitive salary package, based on experience
• Friends & Family nightly rates across all Totalstay properties
• A dynamic environment where your decisions and standards directly shape guest experience
• Career development opportunities as Totalstay continues to grow its property portfolio
• An inclusive team culture that values professionalism, accountability, and growth