HOTEL MANAGER, LUXURY HOTEL, CAPE WINELANDS The Hotel Manager is responsible for ensuring the delivery of world-class service to all guests by overseeing and directing the hotel’s teams. This role requires a strong leader who can manage operations efficiently, uphold high service standards, and maintain an impeccable guest experience. The ideal candidate possesses excellent managerial skills, a deep commitment to customer service, and the ability to create a positive and engaging environment for both guests and employees. 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. Experience and skills: Minimum of 5 years Hotel Management experience within a 5* Hotel/Property Tertiary qualification in Hospitality or Hotel Management Advanced d computer skills including proficiency in the use of Protel and MS office Valid driver’s licence Skills and Attributes: 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
