About the position
Purpose of the role:
To be responsible for all aspects of hotel operations including day-to-day staff management and guests. This position acts as the ambassador of brand for the hotel and is responsible for leading the hotel's senior management team to meet business targets and deliver exceptional guest service.
Reporting to the General Manager.
Responsibilities:
- To manage, support, mentor and coach the Senior Management team in leading business development concepts and ensuring the successful planning and execution thereof in order to drive revenue and PR throughout the hotel
- To ensure the Hotel operational departments are properly resourced with necessary operating equipment to ensure the team can efficiently deliver on the high service standards
- To ensure that the executive and senior management team are driving and applying the appropriate management tools to control staff payroll costs, control quality levels of service, staff development, staff training, adherence to the code of conduct and ensure that staff are being managed in accordance with the Group policies including the adherence to the Communication Planner, and the daily application of the Specific Skills Trainer Program
- To ensure that all revenue is properly generated and accounted for by controlling and reporting on the Profit and Loss hotel statement
- To support the Sales team with key supplier meeting and attend industry events as the Hotel Brand Ambassador
- To support the General Manager with any Group duties that are directed by Head Office and reporting to him/her on a weekly basis
- To keep the financial welfare of the business in mind in all activities
- To keep the staff welfare of the business in mind in all activities
- To ensure that all departments deliver a seamless and effortless guest experience in accordance with the Group and leading Hotel of the World standards
- To proactively lead the executive and senior management team to anticipate and exceed guest expectations
- To ensure that all guest feedback received, both in electronic and manual format, are responded to and followed up on and followed through; and where relevant included in various reports
- To actively protect the business form any known risk by ensuring that all legal and health and safety requirements are met and maintained
Requirements:
- Degree or equivalent qualification
- 5 years' Hotel Manager experience, of which 3 years should be at Executive management level
- 5 years' Rooms Management experience in a 5* Hotel
- 5 years' Food & Beverage experience in a 5* Hotel at a senior level
- Computer literate with advanced working knowledge of Microsoft Office Outlook, Word and Excel
- Working knowledge of Micros
- Working knowledge of Opera
- Knowledge of Revenue
- Knowledge and experience of Budgets
- Proven ability to proactively analyse financial and economic data and proactively advise against potential risk
- Highly presentable
- Proven exceptional track record of guest interaction and service recovery
- Excellent command of the English language with solid verbal and written communication skills
- Able to work flexible hours, weekends and holidays and late shifts and travel
Desired Skills:
- Hotel Management
- Hotel service
- Guest relations
- Hospitality Industry
- Micros
- Opera
- Hotel revenue
- Hotel budgets
- Hotel Brand Ambassador
- High service standards
Desired Work Experience:
Desired Qualification Level:
About The Employer:
Collection of 5 star South African hotels
