SUMMARY:

HOTEL MANAGER – 4-STAR HOTEL

POSITION OVERVIEW

POSITION INFO:

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.

Guest Relations

• 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.

Leadership & People Management

• 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.

Financial Management, Budgets & Profitability

• 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.

Revenue, Sales & Business Development

• 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, customer loyalty and market share.

Property, Maintenance & Capital Expenditure

• Conduct regular physical inspections of the hotel property, guest rooms, public areas, operational areas and facilities.
• Ensure rooms, public spaces and facilities are maintained to the required quality and presentation standards.
• Identify repairs, maintenance requirements and potential capital expenditure needs through regular property inspections.
• Ensure preventative maintenance programmes are implemented, monitored and completed.
• Work closely with the Maintenance team to minimise downtime and protect the condition and value of hotel assets.
• Assist with planning and prioritising capital expenditure requirements.

Compliance, Health & Safety

• Ensure the hotel operates in compliance with all applicable statutory laws, regulations and hospitality requirements.
• Maintain compliance with applicable legislation, including but not limited to the:
  • Basic Conditions of Employment Act (BCEA)
  • Labour Relations Act (LRA)
  • Occupational Health and Safety Act (OHSA)
  • Liquor Act
  • Fire, security and other applicable hospitality regulations
• Ensure appropriate health, safety, fire and security procedures are implemented and maintained.
• Ensure employees understand and comply with company policies, statutory requirements and operating procedures.

REQUIREMENTS

• Relevant qualification in Hospitality Management, Hotel Management, Tourism or a related field will be advantageous.
• Minimum 5 years' hotel management experience in a senior operational position.
• Previous experience as a Hotel Manager, Operations Manager, Deputy General Manager or General Manager is preferred.
• Proven experience within a 4-star hotel environment is essential.
• Experience managing a large hotel or property, preferably 200+ rooms.
• Previous experience within a 300+ room hotel will be highly advantageous.
• Strong operational knowledge of:
  • Front Office
  • Housekeeping
  • Food & Beverage
  • Guest Services
  • Maintenance
  • Security
  • General hotel operations
• Strong financial, budgeting and cost-control experience.
• Good understanding of hotel revenue management, occupancy, average room rates and profitability.
• Proven experience managing large teams and departmental managers.
• Strong leadership and people-management ability.
• Excellent guest-relations and problem-solving skills.
• Strong communication and interpersonal skills.
• Strong organisational and operational planning ability.
• Computer literate with experience using hotel and/or property management systems.
• Ability to analyse operational and financial reports and take appropriate corrective action.
• Ability to work effectively under pressure within a busy hospitality environment.
• Ability to work successfully as part of a diverse team.
• Willingness to work flexible hours, including weekends and public holidays, when operationally required.
• Must be willing to be based in Mthatha or relocate to Mthatha, Eastern Cape.

KEY COMPETENCIES

• Leadership and team management
• Hotel operations management
• Guest service excellence
• Financial and budget management
• Revenue management and cost control
• Sales and commercial awareness
• Staff development and performance management
• Operational planning and organisation
• Problem-solving and decision-making
• Conflict resolution
• Communication and interpersonal skills
• Attention to detail
• Commercial and financial awareness
• Ability to manage multiple departments simultaneously
• Ability to work under pressure
• Strong accountability and follow-through
• Adaptability and teamwork