Hotel Operations Manager

A well known company in the international hospitality sector is seeking for Operations Duty Manager based in Cape Town.

Main Purpose of the Job :

The Operations Duty Manager is responsible for the monitoring, management and delivery of the customer experience and product offerings by internal employees, business partners and concessionaires across the operation ensuring that internal (SOP) and external (grading) standards and procedures are continuously achieved, client disputes / queries are resolved and that the customer experience provided within the designated areas / departments are professionally executed in line with Sun standards and legislative requirements.

Duties and responsibilities include :

Operations Management

• Implement the Customer Value Proposition and the customer experience at important touchpoints and facilities in the customers journey from arrival at the front entrance, transport, switchboard, retail interaction; and food and beverage (where relevant) offerings throughout the operation
• Monitor the operation to ensure that it is secure and meets all regulatory requirements
• Conduct shift briefings and handovers and communicate objectives and promotions to the diverse teams and key stakeholders to ensure optimal execution and synergy throughout the experience
• Collaborate with marketing to develop and execute promotions and initiatives to enhance the customer experience
• Compile plans and manage the execution of any new projects and offerings across the operation
• Facilitate and be available to ensure the overall smooth running of events, shows, entertainment, promotions, etc. including traffic control, set-ups, troubleshooting in various areas.
• Be available on the floor and interact with customers to build relationships, understand expectations and provide a hospitable experience for customers
• Oversees staff appearance and front of house appearance / functioning of equipment and systems
• Maintain Operational standards across the property (e.g., housekeeping, maintenance, etc)
• Follows up on any maintenance / technical equipment fault logging with the technical departments until resolution
• Ensure the collateral in public areas is professionally presented
• Act as a Manager on Duty for all guest queries / concerns and resolve these efficiently and professionally
• Complete shift report

Operational Product Offering

Compliance Management

Customer Experience Management

Tenant & Service Provider Management

Stakeholder Relationship Management

Education, experience and competencies required :

Core behavioural competencies

Technical competencies

POPI Statement

Please note that when applying for any position, reference checks will be completed and personal information as defined in the Protection of Personal Information Act 4 of 2013 will be processed. In applying for this position, applicants will be deemed to have consented to such processing as defined in the included Privacy Statement.

Please also note that if you have not been contacted within 1 month after the closing date of this advertisement, please accept that your application has been unsuccessful.

To Apply :