Hotel Manager

The Hotel Manager will support the General Manager in supervising all the hotel departments, to ensure that the hotel operation runs according to plans and purposes set out by the hotel leadership team. Ensuring that all team members continuously develop and display the level of competence, professionalism, excellence, protocol and etiquette that is expected

The role implements and monitors the systems and conditions that enable the departmental operations to provide guests with outstanding hospitality services , that service needs are adequately anticipated and that the departments are fully responsive to individual guest needs.

The Hotel Manager works to ensure that the desired standards for all departments, are implemented correctly and consistently.

The Hotel Manager will also support the General Manager in implementing the daily organisation plans for the departmental operations.

Duties : Front Office :

Ensure smooth operation of the reception area

Ensure guests are greeted, welcome drinks, checked in, assisted with their luggage, and shown to their rooms

Ensure that guests activities are booked and that their requests are met and exceeded.

Try to anticipate a guest need before they ask

Ensure reservations information is recorded correctly and responded to timeously

Ensure effective communication regarding guests between departments

Ensure accurate financial recording of all guest expenses and that guest bills are accurate.

Ensure effective and speedy check out procedures are followed with luggage assistance.

Ensure all front of house areas are clean, sanitised and tidy at all times.

Handling complaints and oversee the service recovery procedures.

Meet and greet and looking after VIP guests and site inspections / educational visits.

Monitor implementation of an effective keys control system for areas relevant to the Operational departments, ensuring safety and security of residents, equipment, and supplies.

Food & Beverage

Ensure efficient operations of Food & Beverage department, high levels of service and exceeding guest expectations.

Work with Chef and Kitchen team to produce a food offering that is reflective of hotel’s direction and 5

• offering.

Working with guests on events at the hotel

Interact with guests during meal times.

Ensure accurate guest billing and financial recording.

Manage food and beverage inventories, including operating supplies.

Housekeeping

Keen eye for detail. Making sure that the hotel is always well presented. This includes checking all back of house areas, staff canteen, toilets.

Ensure that rooms are serviced to a high standard.

Ensure all front of house areas are always clean and

Laundry and storeroom checks

Maintain housekeeping operations

Daily checks of rooms and suites

Checking stock levels of chemicals, guest amenities and linen

Maintenance

Monitoring and following up on outstanding urgent maintenance issues.

Logging maintenance work and following up that works are complete.

Health & Safety

Ensuring monthly health & safety audits are completed, hold monthly meetings with committee and areas of concern actioned, minutes filed.

Human Resources

Assisting with HR issues, staff files, logging information

Ensure all Employee take on procedures are followed and reported to HR.

Assist with recruiting, training and supervising staff, learners, and casuals

Update all staff files where necessary and send updates to HR.

Administration

Ensure full compliance to Hotel operating controls, SOP’s, policies, procedures, and service standards.

Overseeing and working closely with department heads on a daily basis.

Monitor and control costs and budgets monthly

Manage effective and efficient rostering of staff

Ensure accurate and timeous submission of all reports and administrative work.

Ensure effective communication between Reservations and Front Office and other departments

Employment Equity minutes documented and filed.

Requirements : Grade 12

Diploma in Hotel Management, or other related fields

At least 2+ years of experience in a luxury Hotel Manager role

Demonstrated previous experience in a luxury hospitality environment

Ability to lead the Operational small teams

Experienced in overseeing and directing a small team

Experienced in motivating and guiding Operational small team members

Competent in correctly ensuring policies, processes and standards are implemented and applied in the Operational team

Ability to improve Operational service effectiveness and efficiency

Ability to monitor and ensure compliance with health, safety, security, and other legal requirements in Operational teams

Proficiency in Microsoft Office, Opera & ESS

Ability to interpret and implement operational direction for the departments to support organisational aims

Ability to influence leadership and team members

Ability to implement change at a basic level and support people through times of transition

Ability to focus intently on ensuring consistent high-quality personalised service

High levels of verbal ability

Ability to correctly communicate detailed information and instruction to others