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Main Responsibilities:
•Ensure that 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.
•Monitor the usage of equipment and consumption of stock, ensuring efficiency and minimizing waste.
•Develop, implement, and monitor systems that capture and communicate guest preferences without compromising their privacy.
•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 guidance is provided.
•Create an environment that fosters positive employee engagement and commitment to their roles.
•Provide timely feedback and conduct performance appraisals for the hotel team according to required standards.
•Enforce discipline where necessary according to the Code of Conduct.
•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 purchasing to ensure inventory and par stock levels support consistent quality service.
•Manage department rosters, attendance and leave balances to control staffing costs.
•Monitor Night Auditors and ensure that they are maintaining the correct standards and procedures that accurate financials are captured daily.
•Reconciliation of all floats to be checked on a regular basis to rule out any discrepancies.
•Regularly train on all SOP’s and ensure that the team is up to date with all relevant procedures.
•Notice and communicate opportunities for quality improvement, ensuring follow-through on implementation.
Skills and Attributes:
•Ability to confidently operate within a fast-paced and challenging environment.
•Effective complaint handling.
•Demonstrate exceptional team leadership and management skills
•Superior communication and interpersonal skills
•Financial acumen
•Personal and professional integrity of the highest standard.
Experience and skills:
•Minimum of 5 years’ experience in hotel management or a similar leadership role within the hospitality industry.
•Diploma in Hospitality Management or Tourism beneficial.
•Advanced computer skills including MS office, including e-mail and internet.
•Experience with Protel PMS advantageous.
•Valid driver’s licence.
