Stellenbosch: Hotel Manager

Location: Stellenbosch Role Overview: The Hotel Manager is responsible for ensuring the delivery of world-class service to all guests by overseeing and directing hotel 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 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, measured by online reputation metrics and direct guest feedback Collaborate with relevant teams to implement policies, processes, and standards that directly impact guest safety, security, and preferences Conduct daily checks on public areas, guest rooms, and all facilities to uphold cleanliness and service standards Monitor the entire guest journey from arrival to departure, identifying opportunities for continuous improvement Liaise with the Maintenance Department daily and on specific projects to ensure urgent matters are addressed promptly and timelines are met Work with the Management Team to ensure all guest-related policies and standards are complete, documented, and effectively guide hotel operations Oversee daily arrivals, departures, and special requests, ensuring departmental delivery of established standards Lead weekly forecast planning to meet and exceed guest expectations Attend daily, weekly, and monthly meetings to remain informed of team and organizational developments Maintain detailed knowledge of Front Office, Housekeeping, and F&B procedures to provide ongoing evaluation and on-the-job training for team performance Support the selection and onboarding of competent employees with the HR Manager to ensure high service orientation and professionalism Work with Department Leaders to implement practices that support continuous development of team leaders and employees Provide timely feedback and conduct probationary and performance appraisals according to required standards Enforce discipline as necessary in line with the Code of Conduct Mentor team members daily by providing guidance and training to support performance excellence Collaborate with third-party suppliers to ensure service excellence for both the organization and guests Prepare and propose the annual budget, coordinating with Finance and Procurement to ensure inventory and par stock levels support consistent service quality Review Management Accounts and pre-payment statuses of bookings, alerting Reservations to potential issues or incorrect booking information in a timely manner Experience and Skills: Minimum of 5 years of Hotel Management experience within a 5-star hotel or property Tertiary qualification in Hospitality or Hotel Management Advanced computer skills, including proficiency with Protel and MS Office Valid drivers licence Skills and Attributes: Ability to operate confidently in a fast-paced and challenging environment Effective complaint handling Exceptional organizational and leadership skills Excellent written and verbal communication skills Strategic thinking to drive operational improvements and innovation Sound understanding of budgets, P&L, and forecasting Highest standard of personal and professional integrity