Job Description

Franschhoek Wine Tram is a leading player in the tourism and hospitality industry, dedicated to providing exceptional guest experiences. We take pride in delivering top-notch service and creating unforgettable memories for our guests. We are now seeking a passionate and experienced Service Manager to join our dynamic team.

As a Service Manager at the Franschhoek Wine Tram, you will be responsible for ensuring the highest level of guest satisfaction through effective leadership and service excellence. You will play a pivotal role in managing and enhancing our customer service operations to maintain our reputation as a premier destination in the tourism and hospitality sector.

Responsibilities

Lead, mentor, and motivate a team of service professionals, including front desk staff, concierge, and guest services. Develop and implement service standards and procedures to ensure consistent, top-quality guest experiences. Monitor and evaluate guest feedback, addressing any issues promptly and proactively. Collaborate with other departments to optimize the guest journey and ensure seamless service delivery. Manage the training and development of staff, fostering a culture of excellence and continuous improvement. Oversee scheduling, staffing, and performance evaluations to maintain high service standards. Handle guest inquiries, complaints, and special requests with professionalism and efficiency. Maintain an up-to-date knowledge of industry trends, competition, and best practices.

Requirements

Proven experience in a managerial role within the tourism and hospitality industry. Exceptional interpersonal and communication skills. Strong leadership abilities and a track record of motivating teams to achieve high standards. Proficiency in hotel or hospitality management software is a plus. Outstanding problem-solving skills and the ability to handle challenging situations with grace. A passion for delivering exceptional customer service. Good working proficiency in MS Office / Excel. High proficiency in verbal and written English & Afrikaans. Ability to deliver high impact facilitation/presentations. Own transport and drivers licence. Five years experience within a similar role. Lives in Franschhoek, Stellenbosch, Paarl or willing to relocate.

Education

Bachelor's degree in Hospitality Management, Business Administration, or a related field (preferred). Tertiary qualification in training and hospitality
Job Type: Full-time

Ability to commute/relocate:

Franschhoek, Western Cape: Reliably commute or planning to relocate before starting work (Required)
Education:

Bachelors (Required)
Experience:

Tourism & Hospitality: 5 years (Required)
Language:

English (Required)
Work Location: In person