Job Description

Ensure world-class service is delivered at all times, supported by strong guest feedback and online reviews.



Work with various teams to maintain policies and standards that protect guest safety, comfort, and preferences.



Conduct daily checks of public areas, guest rooms, and facilities to ensure top levels of cleanliness and upkeep.



Monitor the full guest journey and continuously look for ways to improve service.



Work closely with the Maintenance Team to ensure urgent issues are handled quickly and project timelines are met.



Collaborate with management to ensure all guest-related procedures are documented and followed correctly.



Oversee daily arrivals, departures, and special requests to ensure smooth and consistent service.



Lead the weekly forecast planning to manage operations and exceed guest expectations.



Attend required meetings to stay updated on all developments across the hotel.



Enforce company discipline when needed according to the Code of Conduct.



Valid driver's licence



Strong knowledge of Front Office, Housekeeping, and Food & Beverage procedures



Ability to train, coach, and support staff to maintain high performance standards



Assist HR with selecting and onboarding skilled employees



Support department leaders in developing their teams



Conduct performance reviews, appraisals, and provide regular feedback



Act as a daily mentor and role model for the team



Work with external suppliers to ensure excellent service



Prepare and present the annual budget, working with Finance and Procurement



Review management accounts and booking payments to prevent issues



Excellent communication skills (written and verbal)



Strong organisational, leadership, and problem-solving skills



Ability to perform well under pressure in a fast-moving environment



Effective complaint-handling abilities



Strategic thinking to support ongoing improvements and innovation



Strong understanding of budgets, forecasting, and P&L



High personal and professional integrity



Minimum 5 years' Hotel Management experience within a 5-star property



Tertiary qualification in Hospitality or Hotel Management



Advanced computer skills, including Protel and MS Office



Between 5 - 7 Years