Our Luxury Hotel situated in Camps Bay is looking for an experienced Service Manager.
QUALIFICATION
Grade 12/Matric Certificate essential.
Tertiary Qualification in Hospitality Management is not essential but preferred.
EXPERIENCE
Minimum of 2 years experience in the same or similar position
Minimum 5 to 7 years in the food and beverage industry management level
Level 2 minimum Microsoft Office (Word, Excel, PowerPoint, and Outlook in particular)
Familiar with MICROS system
Competencies
COMMUNICATION
Verbal Communication
Comprehension
COGNITION/THINKING
Analysis/Reasoning
Decision making & judgement
PERSONAL EFFECTIVENESS
Self-Management
Stress Tolerance
Attention to detail
INTERACTION WITH OTHERS
Influencing other
Teamwork
MANAGEMENT QUALITIES
Business Alignment
Strategic Vision
DUTIES AND RESPONSIBILITIES
Management
- Displays exceptional leadership by providing a positive work environment, counseling employees as appropriate and demonstrating a dedicated and professional approach to management.
- Setting and implementing performance standards that will ensure absolute guest satisfaction.
- Maintain the Management of the staff reporting to the Host Manager with regards to Performance Management, Discipline, Coaching and Development.
- Ensure the efficient and productive running of the Guest Relations, Front of House and Kitchen Departments
- Ensure effective communication amongst the departments in the Food and Beverage Division as well as between other Departments in the Property.
- Ensure that all information cascaded down from Groups Support Services is cascaded down to all the employees reporting to you.
- Ensure that Groups Support Services is aware of incidents or changes on the property that might affect other parts of the Company or other Properties.
- Ensure that all stores are managed, classified, labeled, secured, and packed as per the set standards.
- The continuous motivation of all staff within the Kitchen to meet and exceed established guest expectations.
Operations
- Exceptional knowledge of the property including all room types, conference facilities, tourism attractions, the history of the property, and availability (current and future)
- Deals with any guest complaints within the department.
- Ensures that VIP guests are greeted appropriately and that the stay of all guests is as per the set standards.
- Be familiar with guests staying at the hotel.
- Inform guests of current specials.
- Upsell F&B, accommodation and tourism services.
- Perform regular walkabouts of the property to ensure that all areas are up to set standards.
- Ensure that back-of-house and front-of-house areas are of the same standard.
- Manage roster policy according to operational requirements.
- Implement and maintain SOP’s throughout operations.
- Integrate kitchen and restaurant service to ensure efficient teamwork.
- Ensure productivity levels and standards are maintained.
- Managing incident reports.
- Ensure websites are up to date.
- Ensure service level is of high quality, maintained, and sustained.
- Ensure quality and concepts are implemented and maintained.
- No variations from the agreed standards on food presentation and quality from the Food consultant
- Establish standards for personnel performance and customer service.
- Maintain dress code standards.
- Producing management reports as required.
- Schedule staff hours and assign duties for staff.
- Conduct performance appraisals.
- Progressive discipline in conjunction with HR
- Understand your kitchen and restaurant manplan
- Achieve your targeted beverage cost.
- Achieve your target food cost.
- Clean kitchens and restaurants/bars
- Ensure a stock control system is in place.
- 10 Day food stock counts to be actioned.
- Daily beverage counts need to be actioned.
- Sign all your food and beverage purchase orders.
- Monitor daily cash-ups to avoid risk.
- Monitor daily variance reports and action shortages.
- Monitor daily void reports and sign off all voids.
Administration
- Conduct audits as requested and implement property-specific strategies to ensure the quality of operations.
- Ensures property-specific legislative compliance.
- Evaluate public guest opinions through online portals such as Trip Advisor.
- Investigate all guest complaints about the department.
- Initiate programs, policies, and procedures to mitigate the possibility of further complaints with the focus on continuous improvement.
Financial
- Holding regular meetings with the Financial Manager, Host Manager to ensure adherence to the property budget.
- Ensure that Purchase Order procedures are followed – quote, authorization, delivery, and payment.
- Ensure that the Package Potentials and Headcounts within your Division are always within optimal levels to ensure maximum productivity within the budget.
- Reviewing of monthly income statements.
- Highlight any variances and provide explanations.
- Check signed Operational Asset Lists monthly
- Spot-check the stock takes of all departments in the Food and Beverage Division to ensure that proper procedures are being followed.
Human Resources
- Staff recruitment and to ensure that the correct Recruitment Process is followed for all new recruits within the property.
- To hold regular on-the-job training and coaching sessions to ensure that staff performs their duties effectively and efficiently.
- Conduct probationary and performance reviews timeously.
- Accurately complete HR Status forms and submit them before the deadline.
- Ensure that the dress code procedures for the property are in place.
- Manplan management according to operational requirements and budget.
- To ensure that fair and equitable discipline is applied.
- Chairing of disciplinary hearings.
- Staff training and development.
- Manage your staff files.
REVIEW CRITERIA
- Product knowledge
- General knowledge to complete duties
- Communication to staff
- Communication to Management
- Communication to guests
- Financial targets
- Appearance
- The general state of the property
- Knowledge and care of materials and equipment
- Effective usage of materials
- Attendance
- Willingness to work overtime.
- Staff Management
To apply for the position, please forward a motivational letter, and an updated CV with a picture of yourself to
**Please note that only successful candidates will be contacted. Should you not hear from us within 5 days – please consider your application unsuccessful**
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