Job Description

Blueberry Hill Hotel and Spa (Pty) Ltd

Available Position: Divisions Support Manager

Scope of General Purpose

This role requires a hands-on leader with strong operational knowledge. The Divisions Support Manager will be responsible for overseeing all Front Office functions, including Reception, Concierge, Guest Relations, Housekeeping, Maintenance, Security and the Spa Department; ensuring a seamless, personalized and memorable guest experience that reflects the hotel`s standard of luxury, with a deep understanding of the administrative requirements.

Key Performance Areas:

Provide strategic direction and leadership to all Front office departments, ensuring smooth and efficient operations aligned with the hotels service standards

Lead, mentor and develop a high-performing team, fostering a culture of excellence, professionalism and service.

Ensure seamless integration between the Food and Beverage, Sales and Events and marketing to support hotel-wide initiatives, guest satisfaction and revenue generation.

Collaborate with other Hotel departments, including sales, marketing, food and beverage and maintenance to coordinate activities, share information and ensure a seamless guest experience across all areas of the Hotel.

Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing exceptional customer service.

Support and Oversight of the Front Office Operations:

Oversee guest check-ins, check-outs, and all related front desk procedures, ensuring a warm and efficient welcome and departure experience

Monitor guest satisfaction scores and implement continuous improvement strategies to enhance the overall guest journey.

Ensure optimal staffing levels, scheduling, and resource allocation to maintain service quality at all times

Ensures a viable key control program is in place

Support and Housekeeping Oversight

Collaborate closely with the Executive Housekeeping Manager to deliver cohesive guest experiences, ensuring cleanliness, hygiene and maintenance of guest rooms, public areas and back-of-house facilities.

Conducting regular departmental inspections and audits to ensure compliance with brand standards

Handle VIP arrivals, special requests and escalate guest concerns with discretion, care and problem-solving efficiency.

Ensure that guest inquiries and complaints are handled promptly and effectively to maintain high satisfaction levels

Ensuring cleanliness and maintenance of guest rooms and public areas.

Conduct regular inspections to uphold quality assurance standards and compliance with brand expectations

Responsible for the control of all stock, operating equipment, maintenance and cleaning of cleaning equipment in line with the Executive Housekeeper

Responsible for making sure that the Executive Housekeeper takes accountability for poor standard operating procedures, guest satisfaction, productivity, stock and equipment control.

Revenue Management Support

Assisting in developing and implementing strategies to optimize room occupancy and pricing, collaborating with Sales and marketing teams to maximize revenue

Analyze financial reports and monitor expenses to make informed decisions that enhance profitability

Review financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement

Assist with budgeting, forecasting and financial performance of all Food and Beverage outlets.

Guest Experience Enhancement Support Management

Implement guest service initiatives that personalize experiences and exceed expectations, such as VIP amenities and special requests

Act as a liaison between guests and hotel management, ensuring seamless communication and service delivery

Ensures that goals are being translated to the team as they relate to guest tracking and productivity

Support Operational Compliance

Ensure adherence to hotel policies, procedures and safety standards, including managing hotel security and compliance with health regulations.

Assist in monitoring and evaluating staff performance, providing feedback and conducting performance reviews

Support Training and development

Provide training, coaching and professional development opportunities to Front Office and Housekeeping employees,

Assist in ensuring they have the necessary skills, knowledge and resources to deliver exceptional service and meet performance standards

Support Budget Management

Prepare and manage departmental budgets, including staffing, operating expenses and capital expenditures to achieve financial targets and control costs while maintaining service quality and standards

Support Safety and Security

Ensure compliance with safety and security procedures and regulations, including emergency preparedness, fire safety and guest security measures, to ensure the safety and well-being of guests and staff.

Leadership Support

- determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace.

- Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behaviour; and models active listening to ensure understanding

- Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their implications before making decisions, and involving and gaining agreement from others when making key decisions

Exhibits behavioural styles that convey confidence and command respect from others; makes a good first impression and represents the Company in alignment with its values.

- Leads and participates as a member of the team to move the team toward the completion of common goals while fostering cohesion and collaborations among team members.

- Sets high standards of performance for self and/or others; assumes responsibility for work objectives, initiates, focuses and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes actions and goes beyond what is required

Minimum Requirements

Matric

Hospitality Management Qualification or similar

Previous Guest Relations experience essential

Relevant Hospitality Management qualification is advantageous

Minimum of 3-5 years' experience in a Senior Rooms Division, Front Office Manager, or multi-department leadership role within the Hospitality Sector

Working knowledge or experience in the Apex software in-house system will be a plus point

Drivers licence and own reliable transport

Strong operational and systems background, results driven

Excellent communication and leadership skills

In-depth working knowledge of the brand standards and administrative procedures

Customer service driven, must be highly organized, structured and proactive in managing people and processes.

Friendly, courteous and service-orientated

Ability to work part of a team, as well as independently

Ability to work accurately under pressure with a solid financial literacy background

Ability to work shifts

Excellent verbal written and telephonic communication skills

Must be able to use initiative and work unsupervised, be highly organized, structured and proactive in managing people and processes

Must have an all-round understanding of hotel operations including Food and Beverage as well as conference and events.

Detail Orientation - the ability to attend to and verify accuracy and completeness of details in work activities

Job Types: Full-time, Temp to perm

Work Location: In person