Stellenbosch: Hotel Manager posted by IntelliStaff

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 driver’s 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