Stellenbosch: Hotel Manager posted by IntelliStaff

• The Hotel Manager is responsible for ensuring the delivery of world-class service to all guests by overseeing and directing hotel operations and teams. This role requires a strong leader capable of managing operations efficiently, upholding high service standards, and maintaining an impeccable guest experience.
• The ideal candidate demonstrates exceptional managerial skills, a deep commitment to customer service, and the ability to foster a positive and engaging environment for both guests and employees.

Main Responsibilities

• Ensure consistent delivery of world-class service across all areas of the hotel, as measured by guest feedback and online reputation metrics.
• Collaborate with all departments to ensure that policies, processes, and standards directly impacting guest safety, security, and preferences are effectively implemented.
• Conduct daily inspections of public areas, rooms, and guest facilities to uphold the highest standards of cleanliness and guest experience.
• Oversee the entire guest journey—from arrival to departure—ensuring continuous improvement across all touchpoints.
• Liaise daily with the Maintenance Department to address urgent issues promptly and ensure adherence to project timelines.
• Partner with the Management Team to maintain complete and effective documentation of all guest-related policies, procedures, and standards.
• Maintain full oversight of arrivals, departures, and special requests, ensuring seamless coordination between departments to meet service expectations.
• Lead weekly forecasting and planning sessions to anticipate guest needs and exceed expectations.
• Participate in daily, weekly, and monthly meetings to stay informed of all operational developments.
• Possess in-depth knowledge of Front Office, Housekeeping, and Food & Beverage procedures to provide continuous evaluation, training, and improvement.
• Support the HR Department in selecting, onboarding, and developing employees who exemplify service excellence and professionalism.
• Work with Department Leaders to promote continuous development and training of team members.
• Conduct timely performance evaluations, probation reviews, and feedback sessions according to company standards.
• Enforce discipline when required, in line with the organizational Code of Conduct.
• Mentor team members daily by providing guidance, training, and support to ensure optimal performance.
• Manage relationships with third-party suppliers to ensure exceptional service delivery.
• Collaborate with Finance and Procurement to prepare and propose the annual budget, ensuring inventory and par stock levels support consistent service quality.
• Review Management Accounts and booking pre-payments to identify and address potential discrepancies promptly.

Experience and Qualifications

• Minimum of 5 years’ experience in Hotel Management within a 5-star property.
• Tertiary qualification in Hospitality or Hotel Management.
• Advanced computer proficiency, including experience with Protel and Microsoft Office.
• Valid driver’s license.

Skills and Attributes

• Proven ability to operate effectively in a fast-paced and demanding environment.
• Strong complaint resolution and guest recovery skills.
• Exceptional organizational and leadership abilities.
• Excellent written and verbal communication skills.
• Strategic thinker with a focus on operational innovation and improvement.
• Sound understanding of budgets, profit and loss management, and forecasting.
• Demonstrated personal and professional integrity of the highest standard