Service Manager - Knysna

Our Luxury Hotel situated on a world-renowned golf course in beautiful Knysna 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, 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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