Complex Operations Manager ( Garden / Maintenance / Pool / Complex / F&B)

SUMMARY:
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POSITION INFO:

Founded in 1988, our mission at Dream Hotels & Resorts is to deliver dynamic and exceptional hospitality solutions in Africa that connect local and global travelers to our communities in a sustainable and relevant manner. With a growing portfolio of 22 properties, including exclusive membership and ownership opportunities, we have adopted a more purposeful approach to the guest experience, leading with greater compassion and intent and creating a healthy balance between our actions, our communities, and the environment.

Here at Dream Hotels & Resorts, we actively reimagine a brighter future together. As we continue to expand extraordinary travel experiences, we will continue to challenge ourselves to lead with purpose, ensuring that we act with accountability and local impact

Job Overview

• We are currently seeking a dynamic and experienced Hotel & Resort General Manager to lead one of our flagship properties, Avalon Springs. Avalon Springs Resort is renowned for its top-notch hospitality and natural hot springs, nestled between the picturesque mountain ranges of Montagu.
• The resort offers large wooden mountain chalets, well-appointed self-catering apartments, and luxurious hotel rooms.
• As the Hotel & Resort Custodian (General Manager), you will be responsible for overseeing all aspects of the hotel and resort operations, ensuring the highest standards of guest satisfaction, financial performance, and employee engagement.
• You will play a pivotal role in shaping the guest experience, maintaining the property's reputation, and driving the achievement of business goals.
• Dream Hotels & Resorts is an equal opportunity employer and values diversity in the workplace.

KEY PERFORMANCE AREAS:

• Sales & Marketing
• Collaborate with the sales and marketing team to drive revenue and occupancy
• Develop and implement effective sales strategies to attract new business.
• Cultivate relationships with key clients, partners, and industry stakeholders.
• Identify ideal clientele and develop strategies to build relationships.
  Provide accurate reporting for sales and marketing plans.
• Human Resources
• Collaborate with the Head office People Team with recruitment, training, and develop a high-performing team.
• Foster a positive and inclusive work environment. Develop and maintain a good working relationship with all employees.
• Conduct regular communication meetings, employee appraisals, and training

• Quality assurance
• Ensure compliance with brand standards, industry regulations, and legal requirements.
• Conduct regular inspections to maintain the highest levels of cleanliness and maintenance.
• Compliance and Licensing: Ensure compliance with relevant government and local authority legislation. Responsible for the validity of license
• Community Management
• Build and maintain positive relationships with the local community.
• Represent the hotel and resort at community events and industry associations

• Operational Leadership
• Provide strategic direction and leadership to all hotel and resort departments.
• Oversee daily operations to ensure seamless guest experiences.
• Implement and maintain high-quality standards across all departments.
• Oversee building projects and refurbishments in self-catering units and public areas.
• Maintain the resort at the highest standards, implementing an efficient preventative maintenance program.
• Maximise room availability while practicing continued cost control.
  Budgeting and management of all projects.
• Reporting and Meetings- Present month-end reports at management meetings, including financial statements and marketing activity reports.
• Attend conferences, seminars, and other events as directed by the Group.
  
  
• Guest Experience
• Foster a culture of exceptional customer service and guest satisfaction.
• Through commitment to resolve all guest complaints and ensure high customer care standards.
• Respond promptly to guest feedback and implement improvements as needed.
• Implement innovative initiatives to enhance the overall guest experience.
• Personally Develop a culture of top-class customer care among the staff.
  
  
• Financial Management
• Develop and manage the annual budget in collaboration with executive leadership.
• Monitor financial performance, analyze variances, and implement corrective actions.
• Identify revenue-generating opportunities and cost-saving measures.
• Adhere to agreed budgets and develop standards based on occupancy to control costs.
• ESSENTIAL
• Bachelor's degree in Hospitality Management or related field.

• 5-8 years of 4-star resort operations and leadership experience.
• Strong financial acumen and experience managing budgets.
• Demonstrated ability to drive revenue and improve operational efficiency.
• In-depth knowledge of hotel management software and industry best practices.
• Advanced computer literacy (including APEX and PLUSPOINT).
• Timeshare/Share block experience is advantageous.
• Excellent Food and Beverage Skills. Previous Food and Beverage Management is essential.
• Valid driver’s license
• Fluent in English & Afrikaans

BEHAVIORAL COMPETENCY SKILLS:

-Vision & Values – Our company vision & values play a part in our daily operations & decision making, alignment to Company vision & values is an integral driver throughout our leadership

-Excellent leadership, communication, and interpersonal skills.

-Motivated & ambitious: Go getter! Willing to show initiative & build own your space!

-Accountable: Trust & consistency shown through day to day, as well as taking ownership of responsibilities. Committed to deadlines, and task prioritization.

-Adaptability: Embracing change, staying calm under pressure, quickly adapting to new situations, and learning from experiences.

• Relationship Building: Building rapport, demonstrating empathy, maintaining a customer-centric focus, and establishing long-term connections.
• Resilience: Demonstrating perseverance, handling rejection with grace, maintaining motivation during difficult periods, and learning from failures.
• Influence and Persuasion: Building compelling arguments, demonstrating product knowledge, addressing objections effectively, and tailoring pitches to meet client needs.