Job Description

Area: Franschhoek, Cape Town

Job Purpose:

• To perform routine duties in cleaning, servicing and maintaining of the lodge, Public areas and offices.
• The idea of a Manager is to ensure that all the guests needs are met and to delegate and manage duties.

Requirements

• Arrives punctually and on time for duty
• Notify superior of their presence
• Get updates and any relevant issues to be addressed
• Represent the company in the best way possible
• Always acting in the interest of the company's directors and shareholders and their values their credibility and reputation at all times in both their professional and social life.
• Developed a strong united team amongst colleagues, whilst always remaining objective neutral and constructive if found in confrontational environments
• Have a brief meeting with the staff coming in on duty to run through the days events
• Familiarizes themselves with the company's policies and procedures and ensure that they are carried out at all times
• Make sure all staff is on duty, and let them sign on
• Make sure all accounts is send to Office
• Check the rooms of his/her guests for any maintenance problems and report to maintenance department immediately
• Make sure Breakfast area is ready for guest return, like milk not sour, enough juice and coffee and tea
• Greet guest in Reception on return from game drive and direct them through to breakfast
• Be there through Breakfast and assist guest if they need any help. Communicate with them
• Should there be arrivals, check the room and ensure that all is fine and to the correct standard
• Welcome letters must be in place, and room numbers must be given to guests.
• Welcome guest and explain Lodge schedules and infrastructure
• All guests must sign the Indemnity forms with arrival
• Being the person in charge for any guest related queries, problems and questions and resolving them in the best and most effective way to the guests satisfaction and the Lodge's benefit
• In time of a big group check-in, make sure that stickers for luggage is prepared
• When meals arrive at the respective lodges, ensure a check is done to make sure all items on the menu for the day have arrived.
• Hosting all meals, ensuring prompt and correct service at meals
• Noting points where improvement can be made
• Ensuring that sun-downers for game drives are prepared as per guests
• Ensure if all infrastructure (outside lights, guests toilets, etc) is working and necessary maintenance
• Ensuring the cleaning of dining area for the next day and early coffee set-up prepared
• Ensuring Turn-downs are completed in the evening
• Staff drivers are briefed about schedules and staff is picked up on time for early breakfast
• Attending to curio shop whenever guests would like to purchase goods
• * Ensuring overall quality control and implementation of necessary improvement
• Taking care off any site inspections
• Ensuring that welcome Sherry's and face cloths are prepared in time of game drive return.
• All stock must be monitored once a week in all departments, and be given in to Ops Manager
• Hand-over from shift to shift is essential
• Perform any other duty and function from time to time as required by Management
• Adequate understanding of all goods in the bar and what they are used for
• To maintain the hygiene and cleanliness of the bar
• To ensure that all your glasses are sparkling at all times
• That your bar is adequately stocked before service at all times
• Ensure that your fridges, including mini bar fridges, are defrosted as soon as they ice up
• Ensure that all your mini bars have fresh lemons, clean glasses, as well as ice cubes
• Have a good understanding of cocktails
• That the office receives all the bills before the final bill has been done for departing
• Clean all tables with clean linen in various eating areas, ensure everything is dust free and clean at all times
• Cutlery and crockery, to be clean, stain free and buffed after washing and again when setting the tables
• Set buffet, prepare various food to be put on the buffet
• All rooms and windows must be sparkling clean

Welcome and Check-in:

• The gatehouse will inform you of the arrival of new guests
• First impressions count and how you meet and greet the guests will help determine the guests stay
• Greet the guest in the car park.
• Escort the guest to the reception
• Offer them a welcome drink
• Once everyone is settled introduce yourself and begin with the orientation

Orientation:

• Layout of camp
• Camp safety - i.e. guest not to walk around unaccompanied during the night
• A security guard or ranger is to walk them to and from the rooms, etc.
• Close doors due to monkeys, when and where guests can walk around unaccompanied like during the day
• What extra activities we offer and when etc.
• Explain the safe and that the Lodge cant be holding responsible for any loses.
• Program for the duration of the stay
• Sign indemnity
• Show the guest to the room and give them a room orientation
• Where the mini bar, coffee station, safe is and how to operate the safe
• Laundry service and where to leave it
• Show the insect repellent, torch, whistle and how to use the air-conditioning remote
• If there is a guest with dietary requirements try identify the person as soon as possible so arrangements can be made immediately for them
• Perform any other duty and function from time to time as required by management

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