5* Boutique Hotel in Ballito is looking for an Assistant General Manager. The 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
