The Resort Night Manager will be responsible and accountable for overseeing the customer experience and resort product offerings delivered by internal employees, business partners and concessionaires across the hotel and public area operations during evening and late night hours, ensuring that standards and procedures are continuously achieved, client disputes / queries are resolved and that the customer experience provided across operations are professionally executed in line with the company standards and legislative requirements. A bit about the role: Monitor and provide management support across the resort during evening and night hour operations to ensure the seamless delivery across functional areas (including hotels, conference centre, transport, tollgate, and housekeeping of public area operations; as well as security; facilities management and maintenance). Collaborate closely with the management teams across the business in order to evaluate areas of risk, achieve operational targets and support the business unit Customer Experience strategy. Drive the Customer Value Proposition and enhance the customer experience at important touchpoints in the customers journey Understand customer preferences; trends and leading practice within the industry and apply these principles to the business operating strategy, product offerings and experiences across business areas Drive a strong governance culture, ensuring compliance aligned to regulatory standards and procedures, as well as regulations around POPI, and the Consumer Protection Act Conduct regular walkabouts of the business unit (including front of house and back of house areas) to ensure the business unit and grounds are aesthetically attractive and secure, and that there is compliance with various regulations and legislation Drive a SHE management culture and ensure all staff are trained in these standards Identify any risks to the business and manage and monitor remedial actions Identify key customers and develop relationships with these individuals to grow customer visitation, acquisition and retention targets Monitor night shift briefings around the Resort and engage with the night duty managers on audits to ensure adherence to SOPs Facilitate and be available to ensure the overall smooth running of hotel promotions, etc. including transport, event set-ups, troubleshooting in various areas Oversees staff appearance and front of house appearance/ functioning of equipment and systems Check staff exit points and ensure all security protocols are complied with Act as a Manager on Duty for all guest queries / concerns and resolve these efficiently and professionally, liaising with management on duty to ensure there are no unresolved issues. Monitor evening and late night event across the resort; engaging and conducting meet and greets with events organisers or clients Monitor and enforce strict noise control adherence during events including conference dinner and birthday parties in venues that are in close proximity to Hotels, i.e. Green House. Critically evaluate and monitor the quality of products, service offerings and displays across operations to ensure standards are aligned with the brand Oversee the management and securing of operational inventory, distribution and storage of operating equipment Be available on the floor and interact with customers to build relationships, understand expectations and provide a hospitable experience for customers during night hours Deal with and resolve customer escalations and any special requests from customers Provides feedback and reports back to Unit management on the performance, progress and challenges within the various business areas Provide inspirational leadership to enhance employee engagement and motivation of teams by growing and leading the Sun Way culture and initiatives Oversee and monitor shift closing processes and Hotel night duty management handovers in line with SOP Complete daily shift reports and share with Exco every day. Make recommendations of improvements to products and service offerings in line with trends in the industry ensuring that the product offerings are innovative and fresh Provides relevant guidance and support to operational teams and stakeholders Maintain relationships with service providers and business partners ensuring there is alignment on service requirements and standards Informs department / staff of information required to perform the duties and relevant operation effectively Qualifications & Experience: Diploma in Hospitality Management Degree in business management is an advantage 10-12 years experience in the hospitality industry including, 5 years at a management level Thorough understanding of legislation (SHE / LRA/ risk management) Demonstrated analytical, commercial and effective decision making ability to prioritize and communicate on key objectives and tactics necessary to achieve business goals Required to work outside of normal working hours, in line with operational requirements (including weekends, public holidays Salary package: up to R840 000 CTC per year Submit your updated CV and qualifications to Apply Below;za Should you not hear from us within 14 days, please consider your application unsuccessful
