Hotel Manager â 4-Star Hotel | Eastern Cape

KEY RESPONSIBILITIES

• Hotel Operations & Service Standards
• Oversee and manage the overall day-to-day operations of a 4-star hotel with 300+ rooms.
• Manage and coordinate all operational departments, including Front Office, Housekeeping, Food & Beverage, Maintenance, Security and Guest Services.
• Ensure consistently high levels of guest satisfaction by delivering service in accordance with the hotel's standards and implementing corrective measures where performance falls below the required standard.
• Direct, organise and control the efforts of staff to ensure service delivery meets company and hospitality industry expectations.
• Ensure employees are attentive to guests, accurately and promptly fulfil requests, understand and anticipate guest needs and demonstrate a service-focused attitude that exceeds expectations.
• Maintain a high level of product, property and service knowledge throughout the hotel.
• Maintain and enforce the required 4-star service, cleanliness, presentation and operational standards.
• Ensure all hotel policies, procedures, operating standards and the company's corporate code of conduct are consistently followed.
• Familiarise employees with and promote the company's vision, values and expected standards of behaviour.
• Perform any other duties appropriate to the level of the position as directed by senior management in support of business objectives.

• Maintain a strong visible presence within the hotel and engage proactively with guests.
• Monitor guest satisfaction levels, feedback and reviews.
• Manage guest complaints professionally and ensure concerns are resolved promptly and appropriately.
• Identify recurring service concerns and implement corrective and preventative actions.
• Continuously identify opportunities to improve the overall guest experience.

• Lead, manage, motivate and develop departmental managers and employees.
• Create a positive, professional and performance-driven working environment.
• Manage and maintain a proactive Human Resources function in collaboration with HR.
• Ensure effective employee recruitment, selection, onboarding, motivation, training and development in accordance with company policies, procedures and applicable employment legislation.
• Recruit, train, coach and manage employees to maintain appropriate service and performance standards.
• Monitor staffing levels, productivity, attendance and payroll costs.
• Conduct staff appraisals and performance reviews and submit required reports to Human Resources.
• Address performance, disciplinary and employee-relations matters appropriately and in accordance with company procedures and legislation.
• Actively monitor employee satisfaction feedback and implement appropriate improvement actions.
• Promote diversity, inclusion and equal opportunities within the workplace.
• Conduct regular operational and staff communication meetings.
• Maintain effective communication at all levels of the organisation.
• Foster teamwork and the ability to work effectively with colleagues from different backgrounds, cultures and viewpoints.

• Support and implement the financial and operational plans of the hotel in line with the company's overall objectives.
• Develop, manage and monitor the hotel's annual operating budget.
• Manage operational expenditure and departmental costs.
• Review hotel financial and operational performance against budget and agreed targets.
• Monitor payroll, staffing costs and productivity.
• Identify opportunities to improve profitability, productivity and operational efficiency.
• Ensure effective stock control, purchasing and supplier management.
• Monitor Food & Beverage performance, stock levels, wastage, margins and profitability.
• Prepare, review and analyse operational, financial and management reports.
• Work closely with senior management and/or owners regarding operational performance, financial results and strategic objectives.

• Take a proactive role in the sales and revenue-management functions of the hotel.
• Monitor room occupancy, average room rate, revenue performance and overall hotel results.
• Work closely with Reservations, Sales and other relevant departments to maximise occupancy, revenue and profitability.
• Identify opportunities to grow accommodation, Food & Beverage and other hotel revenue streams.
• Monitor local hospitality market activity and ensure the hotel remains competitive within the Mthatha market.
• Support initiatives aimed at increasing repeat business,…