Stellenbosch: Hotel Manager posted by Intellistaff Ltd

Location: Stellenbosch Position Overview · 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.