Responsible for managing and maintaining the client services function according to agreed standards and high service levels.
Provides input and manages the implementation of client service policies, procedures, standards and measures.
Responsible for creating a unique experience to the firm's employees and visitors as well as continuously identifying and addressing client needs by providing a wider variety of services. Manages all service related queries, e.g. vendor management, reception.
Responsible for statistical reports on the team's productivity, client's satisfaction levels etc.
Manage the firm's brand image in relation to general client services and frontline interactions.
Formulate client service policies and service level agreements by keeping abreast with the best practices and trends in the industry and implement when necessary.
Design and implement a client services measurement framework to promote a service culture as well as to track and evaluate the service delivered.
Manage relationships and service level agreements with external vendors and ensure vendors used are the best fit for the firm.
Manage and control inventory by conducting stock takes and implementing processes/policies to prevent waste, damage, theft etc.
Manage and control the client services budget.
At least 5 years working experience in the hospitality industry e.g hotels, lodges etc.
At least 3 years' experience managing catering services (in house or outsourced).
Minimum qualifications-Diploma/B.Tech in Hospitality Management.
Strong background in hospitality/client experience ethos.
Solid background in people management.
**Kindly be advised that only shortlisted candidates will be contacted**
5 years of experience in a similar role in an international five-star hotel/luxury property with a strong background in HACCP procedures and application.
Experience in handling Stock & Inventory management software
Must have good knowledge of Western Cape and South African food heritage
Responsible for the daily preparation of innovative country cuisine with a fresh contemporary touch of the highest quality, presentation, and flavor for both lunch and/or dinner a la carte menus, in conjunction with the Head Chef.
2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major
8 years’ experience in the management operations, sales and marketing, finance and accounting, or related professional area.
4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major
6 years’ experience in the management operations, sales and marketing, finance and accounting, or related professional area.
General Manager Experience in limited or full-service property.
Ability and willingness to work flexible hours including weekends, holidays and late nights.
Property industry work experience, demonstrating progressive career growth and a pattern of exceptional performance.
Duties and Responsibilities
Business strategy development stays current with industry trends and monitors strengths and weakness of competition
Explores new business opportunities
Develops business plans designed to maximize property customer satisfaction, profitability, and market share
Ensures property business plans are aligned with the company’s brand business strategies
Translates the company’s global strategic plan into one that can be executed on property.
Business Strategy Execution
Executes business plans designed to maximize property customer satisfaction, profitability, and market share
Ensures that property business plans and employees are aligned with MHR/JW brand business strategies
Holds property leadership team accountable for successful delivery of business plans
Experiments with new ideas and takes calculated risks to improve guest satisfaction and profitability
Evaluates the success of property business strategies to inform future business plan enhancements
Continually Ensures Business Plans And Actions Have A Positive Impact On Property Performance.
Sales and Marketing
Works closely with sales and marketing team to develop revenue generating strategies for property
Identifies new business leads, develops tailored sales approach, and actively pursues leads with sales and marketing team
Ensures sales and marketing strategy is aligned with brand strategy and is effectively executed against established goals
Ensures property leaders understand and leverage the company’s demand engines to full potential
Augments guest preference for property through booking ease and quality interactions with sales force.
Talent Management and Organizational Capability
Creates a cohesive and high-performance executive committee that continuously strives for positive results and improvement
Coaches executive committee by providing specific feedback and holds them accountable for performance
Creates learning and development opportunities for employees
Creates and effectively executes development plans for both direct reports based on their individual strengths, development needs, and career aspirations
Ensures all managers are doing the same for their direct reports
Identifies resource needs to strengthen property team
Creates succession plans for future job openings
Actively supports the staffing process
Ensures effective work processes, systems and teamwork are in place to maximize individual and overall property performance.
Serves as a passionate brand advocate and ensures that the intent of the brand is pulled through in the guest experience
Communicates a clear and consistent message regarding property and MHR brand goals to employees, property leadership team, and owners
Serves as a role model by demonstrating exceptional work ethic and service delivery for all employees on property
Inspires and motivates team to achieve operational excellence
Represents MHR brand values in all leadership actions.
Employee and Labour Relations
Ensures all employees are treated fairly, and with respect
Builds rapport with employees by fostering an environment of open communication and spending time with employees on the frontlines
Makes self-available to employees (“open door policy”)
Ensures pay and benefits are appropriate for labour market
Celebrates the success of employees in a public way
Works with Human Resources to maximize employee engagement and monitor local labour environment to address issues as needed.
Works with Revenue Management team to develop effective pricing strategies, balancing seasonality, economy, customer segments, property objectives and customer satisfaction
Established revenue strategy that supports MHR brand positioning in local market
Ensures demand forecasting and sound revenue practices are in place to maximize yield
Identifies ways to grow occupancy, REVPAR, and market share by researching and staying aware of competitor strategies
Controls labour and capital expenses.
Customer and Public Relations Management
Interacts with guests and other customers on a frequent basis to obtain feedback about their experiences on property
Utilizes guest/customer feedback to recognize outstanding employee service performance and improve service delivery
Emphasizes and holds leadership team accountable for addressing service failures or potential service failures, and for developing innovative ways to exceed guest expectations
Establishes presence in the market by actively promoting an exemplary property/brand image, involving oneself in the local community, and by developing strategic alliances with local officials, businesses, and customers
Anticipates needs of large groups or high profile guests in order to deliver flawless service
Verifies that products, services, and events attain the appropriate publicity (“PR buzz”).
Brand Policy, Procedures, and Standards Compliance
Verifies property compliance with legal, safety, operations, lab or, and the Company’s brand product and service standards
Conducts both routine and short-notice quality assurance audits with specific departments
Holds employees accountable for performing audits on a regular basis
Conducts detailed walk-throughs to ensure building, public areas, kitchen, and grounds are well-maintained, safe, and meet or exceed guest expectations
Ensures employees are appropriately trained and performing to standard.
Providing a visible management presence while on duty.
Ensuring each department is prepared and staffed for each shift.
Monitor health and safety throughout the hotel.
Overlooking day-to-day operation of the whole facility
Communicating with customers (handling complaints, collecting ideas on improving the operation, providing information, selling facilities, checking premises, reporting any damages and breakdowns and checking if repairs have been completed).
Excellent communication and people orientated.
Communicating with employees (problem solving, distributing work duties, providing all means to get the work done)
Assisting other heads of departments with their work
Reporting to the general manager
ONLY short-listed candidates will be contacted To apply CLICK THIS LINK and upload your CV https://webapp.placementpartner.com/wi/vacancy/?id=farm&VacRef=FM000997&preview=128ed96eb0b526351d411f1f63c6a7ec
Diploma in administration or hospitality advantageous
Previous experience in either safari, hunting or equivalent lodge management
Strong customer service and interpersonal skills
Valid drivers license
Bookings for guest house
Assisting with Guest Queries
Overseeing of staff at Lodge
Overseeing operations at lodge
Any other reasonable requests within the framework of the position description
ONLY short-listed candidates will be contacted
ONLY short-listed candidates will be contacted To apply CLICK THIS LINK and upload your CV https://webapp.placementpartner.com/wi/vacancy/?id=farm&VacRef=FM001073&preview=6000c4a25a8aa89febd09f2882e0e842
Hospitality Management, Hotel School Diploma, or equivalent qualification
Degree in Culinary Science or related certificate
Minimum of 5 years proven experience as General Manager in Hospitality industry or relevant role
Minimum of 3 years proven experience as Executive Chef/ Head Chef
Fluency in English and Afrikaans (Verbal and written)
Excellent knowledge of MS Office and Innkeeper POS system
Previous experience with demonstration cooking, menu development & pricing development
All aspects of the lodge operations including but not limited to guest satisfaction, revenue management, employee staffing & development, sales & marketing, front desk, housekeeping, maintenance & other administration needs
Must be able to coordinate & manage complete kitchen operation
Manage & monitor expenses & inventory
Plan & implement marketing campaigns with marketing teams
Build relationships with local & surrounding vendors
Draft & implement new operational policies & procedures
Hire & onboard new hotel staff
Prepare & manage schedules & shifts
Ensure safety & adherence to rules & regulations
Develop standard recipes and techniques for food preparation & presentation in order to assure consistently high quality and minimizing of food costs
Exercising portion control for all items served & assist in establishing menu selling prices
Budgeting & Financial planning: project annual food. Labour & other costs & monitor actual financial results
Take corrective action as necessary to help assure that financial goals are met
Attend to food and beverage staff & management meetings
Cook or directly supervise the cooking of items that require skillful preparation