SUMMARY:

HOTEL MANAGER – 4-STAR HOTEL

POSITION OVERVIEW

POSITION INFO:
KEY RESPONSIBILITIES Hotel Operations & Service Standards Oversee and manage the overall day-to-day operations of a 4-star hotel with 300+ rooms . Manage and coordinate all operational departments, including Front Office, Housekeeping, Food & Beverage, Maintenance, Security and Guest Services . Ensure consistently high levels of guest satisfaction by delivering service in accordance with the hotel's standards and implementing corrective measures where performance falls below the required standard. Direct, organise and control the efforts of staff to ensure service delivery meets company and hospitality industry expectations. Ensure employees are attentive to guests, accurately and promptly fulfil requests, understand and anticipate guest needs and demonstrate a service-focused attitude that exceeds expectations. Maintain a high level of product, property and service knowledge throughout the hotel. Maintain and enforce the required 4-star service, cleanliness, presentation and operational standards . Ensure all hotel policies, procedures, operating standards and the company's corporate code of conduct are consistently followed. Familiarise employees with and promote the company's vision, values and expected standards of behaviour. Perform any other duties appropriate to the level of the position as directed by senior management in support of business objectives. Guest Relations Maintain a strong visible presence within the hotel and engage proactively with guests. Monitor guest satisfaction levels, feedback and reviews. Manage guest complaints professionally and ensure concerns are resolved promptly and appropriately. Identify recurring service concerns and implement corrective and preventative actions. Continuously identify opportunities to improve the overall guest experience. Leadership & People Management Lead, manage, motivate and develop departmental managers and employees. Create a positive, professional and performance-driven working environment. Manage and maintain a proactive Human Resources function in collaboration with HR. Ensure effective employee recruitment, selection, onboarding, motivation, training and development in accordance with company policies, procedures and applicable employment legislation. Recruit, train, coach and manage employees to maintain appropriate service and performance standards. Monitor staffing levels, productivity, attendance and payroll costs. Conduct staff appraisals and performance reviews and submit required reports to Human Resources. Address performance, disciplinary and employee-relations matters appropriately and in accordance with company procedures and legislation. Actively monitor employee satisfaction feedback and implement appropriate improvement actions. Promote diversity, inclusion and equal opportunities within the workplace. Conduct regular operational and staff communication meetings. Maintain effective communication at all levels of the organisation. Foster teamwork and the ability to work effectively with colleagues from different backgrounds, cultures and viewpoints. Financial Management, Budgets & Profitability Support and implement the financial and operational plans of the hotel in line with the company's overall objectives. Develop, manage and monitor the hotel's annual operating budget. Manage operational expenditure and departmental costs. Review hotel financial and operational performance against budget and agreed targets. Monitor payroll, staffing costs and productivity. Identify opportunities to improve profitability, productivity and operational efficiency. Ensure effective stock control, purchasing and supplier management. Monitor Food & Beverage performance, stock levels, wastage, margins and profitability. Prepare, review and analyse operational, financial and management reports. Work closely with senior management and\/or owners regarding operational performance, financial results and strategic objectives. Revenue, Sales & Business Development Take a proactive role in the sales and revenue-management functions of the hotel. Monitor room occupancy, average room rate, revenue performance and overall hotel results . Work closely with Reservations, Sales and other relevant departments to maximise occupancy, revenue and profitability. Identify opportunities to grow accommodation, Food & Beverage and other hotel revenue streams. Monitor local hospitality market activity and ensure the hotel remains competitive within the Mthatha market. Support initiatives aimed at increasing repeat business, customer loyalty and market share. Property, Maintenance & Capital Expenditure Conduct regular physical inspections of the hotel property, guest rooms, public areas, operational areas and facilities. Ensure rooms, public spaces and facilities are maintained to the required quality and presentation standards. Identify repairs, maintenance requirements and potential capital expenditure needs through regular property inspections. Ensure preventative maintenance programmes are implemented, monitored and completed. Work closely with the Maintenance team to minimise downtime and protect the condition and value of hotel assets. Assist with planning and prioritising capital expenditure requirements. Compliance, Health & Safety Ensure the hotel operates in compliance with all applicable statutory laws, regulations and hospitality requirements. Maintain compliance with applicable legislation, including but not limited to the: Basic Conditions of Employment Act (BCEA) Labour Relations Act (LRA) Occupational Health and Safety Act (OHSA) Liquor Act Fire, security and other applicable hospitality regulations Ensure appropriate health, safety, fire and security procedures are implemented and maintained. Ensure employees understand and comply with company policies, statutory requirements and operating procedures. REQUIREMENTS Relevant qualification in Hospitality Management, Hotel Management, Tourism or a related field will be advantageous. Minimum 5 years' hotel management experience in a senior operational position. Previous experience as a Hotel Manager, Operations Manager, Deputy General Manager or General Manager is preferred. Proven experience within a 4-star hotel environment is essential . Experience managing a large hotel or property, preferably 200+ rooms . Previous experience within a 300+ room hotel will be highly advantageous . Strong operational knowledge of: Front Office Housekeeping Food & Beverage Guest Services Maintenance Security General hotel operations Strong financial, budgeting and cost-control experience. Good understanding of hotel revenue management, occupancy, average room rates and profitability. Proven experience managing large teams and departmental managers. Strong leadership and people-management ability. Excellent guest-relations and problem-solving skills. Strong communication and interpersonal skills. Strong organisational and operational planning ability. Computer literate with experience using hotel and\/or property management systems. Ability to analyse operational and financial reports and take appropriate corrective action. Ability to work effectively under pressure within a busy hospitality environment. Ability to work successfully as part of a diverse team. Willingness to work flexible hours, including weekends and public holidays, when operationally required. Must be willing to be based in Mthatha or relocate to Mthatha, Eastern Cape . KEY COMPETENCIES Leadership and team management Hotel operations management Guest service excellence Financial and budget management Revenue management and cost control Sales and commercial awareness Staff development and performance management Operational planning and organisation Problem-solving and decision-making Conflict resolution Communication and interpersonal skills Attention to detail Commercial and financial awareness Ability to manage multiple departments simultaneously Ability to work under pressure Strong accountability and follow-through Adaptability and teamwork