Hermanus: Service Manager – Hermanus posted by Career Custodians

About the Role

The Service Manager position at Career Custodians in Hermanus is a critical role that requires exceptional leadership, communication, and operational skills to maintain high standards of customer service, quality, and revenue goals.

Key Responsibilities

• Ensure service levels are maintained and sustained in the Restaurant and Front Office.
• Manage Dining room, catering and ensure that tables are always setup correctly.
• Communicate with service, kitchen staff and reception staff regarding reservations and special events, check-ins and check-outs.
• Ensure staff training is updated and signed for and that all evidence is in each staff member’s personnel file.
• Coordinate daily Front of the House and Back of the House restaurant operations.
• Respond efficiently and accurately to customer complaints.
• Organize and supervise shifts.
• Appraise staff performance and provide feedback to improve productivity.
• Ensure compliance with sanitation and safety regulations.
• Control operational costs and identify measures to cut waste.
• Implement policies and protocols that will maintain future restaurant operations.
• Process payroll and maintain all relevant records.
• Ensure all employees are working within outlined operating standards.
• Report on financial performance, inventory, and personnel.

Requirements

• Grade 12 or equivalent
• Accommodation Certificate/Hotel School diploma is advantageous.
• Previous experience in the same or similar position in a 4/5-star hotel.
• Familiar with all duties and procedures in a restaurant environment.
• MS Office (Word, Excel and Email) is essential.
• Opera experience is advantageous.

Duties and Responsibilities

• Service Levels
• Ensure service levels are maintained and sustained in the Restaurant and Front Office.
• Manage Dining room, catering and ensure that tables are always setup correctly.
• Communicate with service, kitchen staff and reception staff regarding reservations and special events, check-ins and check-outs.
• Aesthetics
• Maintain the Aesthetics Manual for food and beverage.
• Facilities
• Maintain the Facilities Management Manual for food and beverage.
• Administration
• Producing management reports as required.
• Sign off monthly income statements.
• Be familiar with guests staying at the hotel and walk-in cliental.
• Maintain the F&B staff HR files and other HR related matters as below.
• Maintain the events store for the property.
• Marketing and Sales
• Inform and enquire if guests are part of the VNL Leisure Club.
• Recognise guests who regularly visit the bar/restaurant.
• Upsell F&B, accommodation and tourism services.
• Inform guests of current specials and upcoming events.
• Ensure that food and beverage staff are aware of specials and upcoming events.
• Human Resources
• Schedule staff hours and assign duties for staff by drawing up the weekly roster.
• Ensure that all staff work the minimum number of contractual hours per month.
• Establish standards for personal performance and customer service.
• Assist in recruitment of staff within agreed man-plan.
• Training and testing of staff.
• Maintain dress code standards.
• Assist in conducting performance appraisals/HR Statuses.
• Progressive and constructive discipline in conjunction with HR.
• Maintain staff files.
• Financial
• Ensure quality and concepts are implemented and maintained.
• Ensure stock control system is maintained.
• Daily beverage counts and variance reports to be signed off.
• Keep track of monthly and annual budgets to assist in making targets.
• Signing off staff hours and payroll adjustments where necessary
• Management
• Do Duty Manager shifts where you would be representing the company as the most senior person on property.
• Take ownership of budgets and cost control methods to minimize expenses
• Leading front-of-house and back-of-house teams
• Sign off weekly and monthly stock takes
• Gratuity control and allocation
• Hiring and onboarding new employees
• Implement innovative strategies to improve productivity and sales
• Run all special events alongside events manager
• Ensure that all SOPs and policies are adhered to on property.
• Micros day and reports and account balancing
• Responsible for all guests needs as requested.
• Meet their needs and think of what they might want before they even ask for it.
• Present the bill to guests upon request or the conclusion of their meal.
• Ensure to give every guest a guest bill once payment has been finalised.
• Ensure that your bills processed for the shift corresponds with your received money at the end of every shift.
• Training all staff on service standards and upkeep thereof
• Promoting and marketing the business
• Liaising with customers, employees, suppliers, licensing authorities and sales representatives

Review Criteria

• Appearance
• Product knowledge
• General knowledge to complete duties
• Communication to staff
• Communication to Management
• Monthly reports
• Meeting deadlines

Allocated Portfolios and Custodianships

• SOP management and