To manage the Welcome Centre for Members/ New Members and facilitate all short-term holiday rental bookings at the estate.
1. Manage the implementation of the Department’s strategic and operational plans, policies and procedures
• Provide input into the development of the Department’s operational strategic plan and
implementation thereof.
• Participate and advise on policy development and implementation thereof:
o Identify inefficiencies and recommends amendments to existing SOPs.
o Provide continuous training pertaining to procedures.
o Ensure that standard operating procedures are adhered to.
• Budget management:
o Provide input into the annual department budget.
o Compile monthly and annual management reports – Operational and financial (in relation to the budget).
o Compile the financial expense budget.
• Review the Department’s performance and make recommendations to improve the
efficiency and effectiveness.
• Ensure Department team are fully aware of their duties, responsibilities and performance indicators in accordance with the strategic plan.
• Evaluate the adequacy and effectiveness of internal controls, governance and risk
management of all business processes within the Department.
• Manage the implementation service delivery improvement programmes and Business
systems enhancement.
• Prepare’ and present reports on Department’s progress against goals and strategies.
• Ensure Compliance to legislative requirements:
− Ensure all procedures and processes comply with required legislation and/or
corporate policies.
− Respond in writing to internal audit reports within required timeframes.
− Implement required corrective actions and consider audit recommendations.
2. Welcome Centre
• Oversee bookings for all short-term rentals are correctly administered for approved
access onto the estate.
• Manage and audit the Guest Card implementation at the Welcome Centre for all
our members visiting friends and family members.
• Manage Members gymnasium, ensuring biometrics are correctly administered.
Incorporate procedures and policies. Operationally ensure that the gymnasium is
correctly managed by our Service Provider. Manage monthly audits with the service
provider ensuring that the contract and SLA requirements are followed correctly.
• Manage the members’ two restaurants namely VOP and BBC / BBP Café, ensuring
that SLA, contracts and monthly audits are measured, and operational measurements
are in place.
• Manage the tender process for the member facilities.
• Welcome Centres procedures adhered to.
• Welcome centre functions optimally and efficiently
3. Management of Sales and Rental Agents/ Short term letting
• Formulate and control of annual Estate Agents approval process for the estate
including setting their examination, orientations and Communications.
• Manage the approval of Sales and Rental Agents, as well as close monitoring of all
agents operating within the Estate.
• Liaise and correspond with various Fractional owners, Management Agents.
4. Reporting
• Attend all relevant committee meetings and ensure that accurate minutes are recorded.
• Submit the necessary reports for inclusion in the HOD’s report to the ZEMA board.
• Compile monthly management reports.
• Minutes correlate with quarterly.
• Accurate reports submitted within the specified timeframe.
5. People Management
• Manage the Key Performance indicators and outcomes of personnel and processes within the department.
• Determining staffing levels and preparing motivations for the filling of vacancies to
complement functional objectives and requirements.
• Support transformation and equity policy of the organisation in line with current legislation.
• Define and adjust workflow process and job designs against established service delivery
requirements and statutory regulations.
• Conducting appraisals to measure performance against agreed objectives,
counselling and consulting with personnel on developmental goals, career paths and shortterm targets and standards.
• Review statistical information pertaining to staff attendance, overtime, leave and
addressing deviations or occurrences of abuse and/ or workplace conflict, grievances
and disciplinary through the implementation of corrective measures in accordance with Human Resources Policies and Procedures and Codes of Good Practice encapsulated in Employment Legislation.
• Monitor the adequacy of current training interventions through the evaluation of
competencies demonstrated in the workplace applicants.
• Prepare and/or approve progress and assessment reports for inclusion into the
consolidated Skills Development Plan of the Department.
6.Member Liaison
• Orientate/Welcome to all new Members who have bought into the Estate – portraying all aspects of the Estate, including management, facilities, operations, security, etc.
• Conduct orientation meetings with new and existing owners on transfer of property.
• Establish and build strong professional relationships with residents, guests and staff
from the various business units within the Estate
• Manage, analyze, supervise, investigate and address Member’s and visitor complaints
and suggestions and to observe Members and visitors preferences.Coordinate, plan and establish Social
Responsibility plans with regards to community projects, charity organizations, etc., as well as the budgeting for these items and disbursements of funds.
MINIMUM QUALIFICATIONS:
• Relevant Degree in Customer Service field
MINIMUM EXPERIENCE:
• 5 years customer service related experience, preferably within a Home owners association.
