Job Description

Job Summary Duties:
Front Office:
Ensure smooth operation of the reception area
Ensure guests are greeted, welcome drinks, checked in, assisted with their luggage, and shown to their rooms
Ensure that guests activities are booked and that their requests are met and exceeded.
Try to anticipate a guest need before they ask
Ensure reservations information is recorded correctly and responded to timeously
Ensure effective communication regarding guests between departments
Ensure accurate financial recording of all guest expenses and that guest bills are accurate.
Ensure effective and speedy check out procedures are followed with luggage assistance.
Ensure all front of house areas are clean, sanitised and tidy at all times.
Handling complaints and oversee the service recovery procedures.
Meet and greet and looking after VIP guests and site inspections/educational visits.
Monitor implementation of an effective keys control system for areas relevant to the Operational departments, ensuring safety and security of residents, equipment, and supplies.
Food & Beverage
Ensure efficient operations of Food & Beverage department, high levels of service and exceeding guest expectations.
Work with Chef and Kitchen team to produce a food offering that is reflective of hotel's direction and 5* offering.
Working with guests on events at the hotel
Interact with guests during meal times.
Ensure accurate guest billing and financial recording.
Manage food and beverage inventories, including operating supplies.
Housekeeping
Keen eye for detail. Making sure that the hotel is always well presented. This includes checking all back of house areas, staff canteen, toilets.
Ensure that rooms are serviced to a high standard.
Ensure all front of house areas are always clean and
Laundry and storeroom checks
Maintain housekeeping operations
Daily checks of rooms and suites
Checking stock levels of chemicals, guest amenities and linen
Maintenance
Monitoring and following up on outstanding urgent maintenance issues.
Logging maintenance work and following up that works are complete.
Health & Safety
Ensuring monthly health & safety audits are completed, hold monthly meetings with committee and areas of concern actioned, minutes filed.
Human Resources
Assisting with HR issues, staff files, logging information
Ensure all Employee take on procedures are followed and reported to HR.
Assist with recruiting, training and supervising staff, learners, and casuals
Update all staff files where necessary and send updates to HR.
Administration
Ensure full compliance to Hotel operating controls, SOP's, policies, procedures, and service standards.
Overseeing and working closely with department heads on a daily basis.
Monitor and control costs and budgets monthly
Manage effective and efficient rostering of staff
Ensure accurate and timeous submission of all reports and administrative work.
Ensure effective communication between Reservations and Front Office and other departments
Employment Equity minutes documented and filed.
Requirements:
Grade 12
Diploma in Hotel Management, or other related fields
At least 2+ years of experience in a luxury Hotel Manager role
Demonstrated previous experience in a luxury hospitality environment
Ability to lead the Operational small teams
Experienced in overseeing and directing a small team
Experienced in motivating and guiding Operational small team members
Competent in correctly ensuring policies, processes and standards are implemented and applied in the Operational team
Ability to improve Operational service effectiveness and efficiency
Ability to monitor and ensure compliance with health, safety, security, and other legal requirements in Operational teams
Proficiency in Microsoft Office, Opera & ESS
Ability to interpret and implement operational direction for the departments to support organisational aims
Ability to influence leadership and team members
Ability to implement change at a basic level and support people through times of transition
Ability to focus intently on ensuring consistent high-quality personalised service
High levels of verbal ability
Ability to correctly communicate detailed information and instruction to others
Craven Cottage CC
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