Key responsibilities include: § To ensure that all guests have a tailor-made guest experience that is a World Class by understanding their personal needs through interaction. § Take full responsibility for the running of the Guest Delight Division including the following: § Guests Delight Service: § Warm Welcome to all Guests; § Ensure the smooth and efficient running of the Dining Room and Boma during service times each day – early morning tea, breakfast, lunch, hight tea and dinner as well as special drink stops and bush dinners; § Understanding personal guests needs through interaction; § Building relationships with new and repeat guests; § Promote and instil an ethic of Guests Care and Guests Interaction with in the Guest Delight Service Team § Build upon the existing guests experience to create new ideas and to ensure the product remains fresh and modern where our Guests feel special, spoilt and pampered. § Beverage Control: § Full responsibility for the running of the Beverage Stock Control Division in the Guest Delight Service Department by assisting the Food & Beverage Manager in the following: § Implementing and maintaining a daily Stock Management & Control System; § Ensure adequate stock levels; § Daily administrative functions, stock takes and reconciliation of sales vs charges vs stock use; § Purchasing for beverage stock; § Receiving of beverage ordered and checking of expiring dates; § Stock issues to bars and departments; § Storeroom / Cellar and Fridge control; § Weekly administration, Invoices and GRV’s; § Ensure that the bars and cellar is well stocked; § Knowledge of stock items; § Monthly stocktakes and submitting of the information with in deadlines; § Meet or exceed sales targets; § Assisting management with administrative duties; § Management of the Guest Delight Service Team. § Inspire, stimulate and lead the team; § Develop your teams and individuals; § Ensure the right people are in the right positions; § Ensure your team is guest focused; § Promote and instil a passion for Going the Extra Mile § Develop a learning culture within the team § Recognise great guest feedback and deal with negative guest feedback constructively; § All staff to be trained in their areas of responsibility and to attend regular training workshops; § Manage Performance; § Manage the team’s leave cycle and annual leave; § Other § Work closely with the Guest Delight Food division to ensure that we offer great service that exceeds our Guests Expectations; § Assisting at Front of House during guest’s arrivals or departures or Lodge Site Inspections – Show Time; § Relationship with Kapama community, owners, suppliers and Camp Jabulani; Outline of ideal candidate profile & skills : Kapama Southern Camp is built, almost entirely, on the strength of remarkable people who give passionately to their roles, work tirelessly, and have the guest experience at the core of their focus daily as well as the care of our environment and wildlife. Every single ‘Southern Camper’ makes a huge difference to our success, regardless of their role or function. For this reason, we choose ‘Southern Campers’ very carefully – they are the strength and the future of this company. The ideal individual for the position will have an eye for detail, be energetic, passionate about guest delight and enjoy guest interaction, be able to think out of the ‘box’ and have a love for food and wine. Furthermore, he or she needs to have administrative skills and enjoy staff motivation and development. These competencies include the following requirements: Leadership · Strong leadership & mentoring skills – Listen, Inspire and Empower the team to perform their duties to the best of their ability and according to company standards; · Make the team feel valued in order for them to assist you to drive the department and Kapama Southern Camp; · Strong management skills; · Problem solving skills; Personality · Excellent communication and interpersonal skills (listening skills, verbal communication etc); · Positive attitude, Self-motivated, Confident; · Sense of humour; · Sense of adventure; · Sense of fun Specific Job Skills · Strong People skills; · Strong guest focus to ensure guest expectations are exceeded; · Passion for Hospitality · Good knowledge of Food & Wine · Flexibility – adapt successfully to changing situations and environments; · Attention to detail; · Proactive person with well-developed concept of the importance of providing a world-class guest experience; · Ability to work under pressure and to tight deadlines; · Understanding of the basic accounting functions · Analytical thinking & Strong numerical skills · High energy levels & drive to get things done; · Planning & organizing; · Think out of the Box · An appreciation of other cultures; · Introduce new ideas that will enhance the department and its activities; Computer Skills · Computer literate · PAN knowledge will be an advantage Literacy and Numeracy · Fluent in English (speak, read and write); · Excellent literacy skills (writing of emails, viewing web pages; Team Player Ability · Flexibility; · Strong time-management skills; · Demonstrable team member qualities; Qualifications and experience required: · Diploma in Hospitality or Lodge Management · Minimum 3 – 5 years Hospitality Management experience in a 5-star boutique operation or Big 5 reserve with in a similar lodge environment; · Beverage knowledge · Strong Administrative Skills · Experience in Purchasing, Stock Control Systems and Stocktakes; · Stock Control Experience · Hospitality and Service training experience; · Code 8 Driver’s License
