KEY RESPONSIBILITIES

1. Hotel Operations and Financial Management

• Assist with the overall management and daily operations of the hotel.
• Monitor hotel financial performance against budgets and targets.
• Maximise revenue across accommodation, food and beverage, conferencing and other revenue streams.
• Monitor income and expenditure, identify variances and implement corrective measures.
• Analyse financial reports, including Profit and Loss Statements, and manage departmental costs.
• Control purchasing and expenditure, ensuring value for money and adherence to approved budgets.
• Assist with monthly and annual financial reporting, stocktaking and audit requirements.
• Monitor creditor and debtor accounts, payments, reconciliations and outstanding balances.
• Manage departmental staffing costs, leave schedules and shift rosters in line with operational requirements.

2. Revenue and Yield Management

• Assist with implementing revenue management strategies to maximise room occupancy and average room rates.
• Monitor room rates, occupancy levels, competitor pricing and market trends.
• Adjust room rates in line with business requirements and approved pricing parameters.
• Identify opportunities to increase revenue through accommodation packages, food and beverage offerings, conferences and additional services.
• Monitor revenue forecasts and contribute towards achieving monthly, quarterly and annual targets.

3. Food & Beverage and General Operations

• Oversee and coordinate restaurant and food and beverage operations as required.
• Coordinate group bookings and arrivals, ensuring appropriate menus, staffing, stock and equipment are in place.
• Work closely with kitchen management on menu planning, food costing and budget control.
• Maintain a visible management presence during peak operational periods.
• Monitor service standards, stock levels, crockery, cutlery, glassware, linen and guest supplies.
• Ensure effective stock control, minimise wastage and manage operational losses.
• Identify opportunities to improve service delivery, productivity and operational efficiency.

4. Guest Relations and Service Excellence

• Ensure consistently high standards of guest service and satisfaction.
• Promote a positive guest experience and encourage repeat business and referrals.
• Handle guest complaints and queries professionally, promptly and effectively.
• Monitor online guest reviews and feedback, ensuring appropriate follow-up and corrective action.
• Maintain service standards across all hotel departments.
• Identify opportunities to improve the guest experience and overall service offering.

5. Staff Management and Development

• Assist with the recruitment, selection and onboarding of employees.
• Supervise, motivate and develop departmental teams and direct reports.
• Manage staff performance, conduct performance appraisals and address performance-related issues.
• Handle disciplinary matters in accordance with applicable legislation and company procedures.
• Ensure employees receive appropriate operational and legislative training.
• Maintain effective employee relations and promote teamwork, accountability and a positive working environment.
• Prepare and monitor staff rosters to ensure adequate and cost-effective staffing levels.

6. Maintenance, Health & Safety and Compliance

• Oversee preventative maintenance programmes for hotel rooms, public areas, equipment and facilities.
• Ensure maintenance issues are identified and addressed timeously.
• Ensure compliance with applicable legislation, Occupational Health and Safety requirements and operational procedures.
• Maintain food safety, kitchen hygiene and cleanliness standards.
• Ensure appropriate safety and security measures are implemented and adhered to.
• Investigate and report incidents, guest complaints and insurance-related matters.
• Ensure all required operational documentation, checklists and compliance records are maintained.

7. Sustainability and Continuous Improvement

• Monitor water, electricity and other resource consumption to minimise wastage.
• Support environmental sustainability initiatives and responsible resource management.
• Identify opportunities to improve operational efficiencies, service delivery and the hotel's overall offering.
• Encourage employee participation in improvement initiatives.
• Build and maintain positive relationships within the local community.

MINIMUM REQUIREMENTS

• Grade 12 / Matric – Umalusi certificate required.
• National Diploma in Hospitality Management, City & Guilds Diploma or an equivalent qualification.
• N6 Hospitality qualification is non-negotiable.
• Minimum of 1 year's experience at Front Office Supervisor level.
• Exposure to the various hotel departments, including Front Office, Housekeeping, Food & Beverage and general hotel operations.
• Strong computer literacy, particularly Microsoft Office.
• Good understanding of hotel operations, hospitality standards and guest service principles.
• Basic financial and revenue management knowledge.

ADVANTAGEOUS

• Food and Beverage qualification or practical experience.
• Previous exposure to an Assistant General Manager development programme.
• Experience with hotel Property Management Systems (PMS) and revenue management systems.
• Experience in budgeting, financial reporting and departmental cost control.

SKILLS AND COMPETENCIES

• Strong leadership and people management abilities.
• Excellent verbal and written communication skills.
• Good financial and analytical ability.
• Strong organisational and administrative skills.
• Customer-focused with a passion for hospitality and service excellence.
• Results-driven with the ability to meet operational and financial targets.
• Assertive, accountable and detail-oriented.
• Ability to work collaboratively across multiple departments.
• Effective problem-solving and decision-making skills.
• Adaptable and able to work under pressure in a fast-paced hospitality environment.
• Strong planning, coordination and time-management abilities.

ADDITIONAL REQUIREMENTS

• Must be eligible to hold a position of authority or responsibility in relation to applicable liquor licensing requirements.
• Must be willing to work shifts, weekends, public holidays and extended hours as required by hotel operations.
• Must be comfortable working in a demanding, hands-on hospitality environment.