Hotel Manager – Franschhoek – Western Cape

Main Responsibilities

• Ensure world-class service is consistently delivered to all guests across the hotel, as measured by online reputation metrics and direct guest feedback.
• Work with the relevant teams to ensure that policies, processes, and standards directly impacting guest safety, security, and preferences are effectively implemented.
• Daily checks on public areas, rooms and all guest facilities to uphold the highest standard of experience for our guests and enforcing the standards of cleanliness.
• Monitor the daily guests journey from welcome to departure and all touchpoints in-between with continuous improvement top of mind.
• Daily and project specific liaising with the Maintenance Department to ensure that urgent items are attended to timeously and project timelines are adhered to.
• Collaborate with the Management Team to ensure all guest-related policies, processes, and standards are complete, documented, and effectively guide hotel activities.
• Maintain full oversight of daily arrivals, departures and special requests ensuring that the various departments within the Hotel deliver the set-out standard.
• Ensure to drive the weekly forecast planning with the team to not only meet but exceed the guests’ expectations.
• Attend daily, weekly and monthly meetings as required to ensure that you are always on top of all developments within your team and the bigger organisation.
• Have detailed knowledge of all Front Office, Housekeeping and F&B procedures to ensure that constant evaluation and on the job-training is given to maintain the highest standard of performance within the teams.
• In conjunction with the HR Manager, support the selection and onboarding of competent employees who reflect a high degree of service orientation and professionalism.
• Work with Department Leaders to implement practices that support the continuous development of team leaders and employees.
• Provide timely feedback and conduct probationary and performance appraisals for the hotel team according to required standards.
• Enforce discipline where necessary according to the Code of Conduct.
• Be a daily mentor to all team members by giving the necessary guidance and training required for each to excel.
• Work with third-party suppliers to ensure excellent service to both the organization and the guests.
• Prepare and propose the annual budget, working closely with Finance and Procurement to ensure inventory and par stock levels support consistent quality service.
• Check Management Accounts and pre-payment statuses of bookings to alert Reservations to any potential issues or wrong booking information timeously.

• Minimum of 5 years Hotel Management experience within a 5
  * Hotel/Property
• Tertiary qualification in Hospitality or Hotel Management
• Advanced computer skills including proficiency in the use of Protel and MS office
• Valid driver’s license
• Ability to confidently operate within a fast-paced and challenging environment.
• Effective complaint handling
• Demonstrate exceptional organizational and leadership skills
• Excellent written and verbal communication skills.
• Exhibit strategic thinking to ensure the hotel operations are improving and innovative.
• Display sound understanding of budgets, P&L and forecasting.
• Personal and professional integrity of the highest standard