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Hotel Manager
The Oyster Box (Umhlanga Rocks, Durban)
Hotel Manager
The Oyster Box (Umhlanga Rocks, Durban)
Full Time
5
Years
Experience
To be discussed
Hotel Manager
The Oyster Box (Umhlanga Rocks, Durban)
Full Time
5
Years
Experience
To be discussed
Skills
Fluent in English
Description
JOB PURPOSE: To be responsible for all aspects of hotel operations, to day-to-day staff management and guests. This position acts as the ambassador of the Red Carnation Hotel Collection brand for the hotel and responsible for leading the hotels senior management team to meet business targets and deliver exceptional guest service.
ORGANISATIONAL POSITIONING:
•
Department: Executive Management
•
Reporting to: Hotel Manager
•
Location: The Oyster Box Hotel
MINIMUM EXPERIENCE AND QUALIFICATION REQUIRED:
•
Degree or equivalent qualification
•
5 years Hotel Manager experience, of which 3 years should be at Executive management level
•
5 years Rooms Management experience in a 5* Hotel
•
5 years Food & Beverage experience in a 5* Hotel at a senior level.
•
Computer literate with advanced working knowledge of Microsoft Office Outlook, Word and Excel
•
Working knowledge of Micros
•
Working knowledge of Opera
•
Knowledge of Revenue
•
Knowledge & experience of Budgets
•
Proven ability to proactively analyse financial and economic data and proactively advise against potential risk
•
Highly presentable
•
Proven exceptional track record of guest interaction and service recovery
•
Excellent command of the English language with solid verbal and written communication skills
•
Able to work flexible hours, weekends and holidays and late shifts and travel
KEY PERFORMANCE OBJECTIVES:
To be a Red Carnation Hotel Ambassador by:
• actively living our company mission and values and striving to deliver on our promise of “No Request too Large; No Detail too Small” at all times
•
owning and practicing our “Top 12” Service Standards every day in every interpersonal encounter whether with guests, colleagues or suppliers
•
ensuring that you are familiar with, and adhere to, the Hotel’s code of conduct as set out in the Employee handbook
•
creatively seeking opportunities to surprise and delight our guests by actively listening to them and building positive relationships and emotional connections
•
working together with your manager and team to be as effective and productive as possible by accepting constructive feedback and embracing all training and development opportunities made available to you
•
being aware of the emergency evacuation, security and fire procedures of the Hotel and to be constantly vigilant of the health, safety and security aspects; and reporting any risks to the Health and Safety Chairperson and/or Security Manager
•
to actively seize opportunities to minimise our carbon footprint by reducing wastage as much as possible without compromising on guest service standards
•
to be happy in your work environment, to make constructive observations to improve working conditions and maintain a culture of teamwork and guest orientated service
To manage the Hotel Team in according with Red Carnation Hotel Management principles by:
•
ensuring constant floor presence during peak operational times; interacting with both staff and guests in a constructive manner, fostering positive relationships; and by taking personal responsibility for every guest and staff situation, seeing it through to its solution.
•
ensuring that all 1:1s and appraisals are completed timeously in accordance with the Hotel Communication Planner with the aim of nurturing a positive and honest relationship with employees with the goal of achieving the highest performance of excellence out of your team and high levels of staff retention.
•
being actively involved in the training and development of each team member by supporting their learning through on-the-job application and coaching, making them available for all appropriate training opportunities and holding the team member to account for the learning that they have successfully assimilated.
•
applying the performance management and corrective action tools in accordance with the Hotel’s Code of Conduct with the aim of exhausting all opportunities to correct and support staff before utilising avenues for employment termination.
•
ensuring that staff are rostered according to the peaks and troughs of the business; ensuring that there is always sufficient labour available to meet our high guest service standards while keeping labour costs to a minimum; and ensuring that all staff are afforded time to take sufficient rest by scheduling off days and leave in a manner that allows for work/life balance and high levels of morale and productivity; and ensuring there is roster flexibility to adapt to unscheduled absences like sick leave and family responsibility leave; and recording all attendance correctly and timeously on Net TimeSheet
•
recommending updates to hotel policies and procedures, in order to maintain high standards and provide the best possible service to guests, and implement improvements where required.
To manage, support, mentor and coach the Senior Management team in:
•
lead business development concepts and ensuring the successful planning and execution thereof in order to drive revenue and PR throughout the hotel.
•
ensuring the hotel operational departments are properly resourced with necessary operating equipment to ensure the team can efficiently deliver on the high service standards.
•
ensuring that the executive and senior management team are driving and applying the appropriate management tools to; control staff payroll costs, control quality levels of service, staff development, staff training, adherence to the code of conduct and ensure that staff are being managed in accordance with RCH policies including the adherence to the Communication Planner, and the daily application of the Specific Skills Trainer Program.
•
ensuring that all revenue is properly generated and accounted for by controlling and reporting on the Profit and Loss hotel statement.
•
support the Sales team with key supplier meetings and attend industry events as the Hotel Brand Ambassador
•
support the General Manager with any Red Carnation Hotel Collection duties that are directed by Head Office and reporting to him/her on a weekly basis
•
keeping the financial welfare of the business in mind in all activities
•
keeping the staff welfare of the business in mind in all activities
•
ensuring that all department’s deliver a seamless and effortless guest experience in accordance with Red Carnation and Leading Hotel of the World standards
•
proactively leading the executive and senior management team to anticipate and exceed guest expectations
•
ensuring that all guest feedback received, both in electronic and manual format, are responded to and followed up and followed though; and where relevant included in various reports; e.g. Mrs Tollman’s daily report.
•
Actively protect the business from any know risk by ensuring that all legal and health and safety requirements are met and maintained.
Hotel Management duties in the day-to-day operation of the Hotel:
•
Greet and meet guests ensuring that a relationship is built and maintained with return guests; taking personal responsibility for any guest situations, seeing the situation through to the solution.
•
Conduct property checks and highlight any Maintenance and Housekeeping that is needed for the upkeep of the building
•
being actively present in the operation, ensuring consistent adherence and application of Hotel standards, with particular focus on RCH and LQA standards.
•
to ensure that the Hotel’ premises, property, guests and staff are safe and secure at all times and that all legal requirements are adhered too.
•
ensuring that all department’s deliver a seamless and effortless guest experience in accordance with Red Carnation standards
To assume the duties of the Hotel Manager-on-Duty as and when required ensuring:
•
attendance of the Morning Meeting
•
a floor-to-floor inspection is undertaken of the entire hotel on both mornings and any challenges are addressed
•
presence and support in the Food and Beverage outlets and the Front Office lobby during peak periods
•
all food displays are checked and photographed and well presented
•
at least three VIP room checks are completed on each day together with the Housekeeping Manager on duty ensuring that rooms have been prepared in accordance with Red Carnation Hotel standards
•
the rooming procedure; and food and beverage service (light meals, in-room dining, breakfast & beverage service) are tested against Red Carnation Hotel standards
•
your room and its facilities are used and tested against Red Carnation Hotel standards as well as practical recommendations that may not fall under the remit of the Leading Quality Assurance and Red Carnation Standards
•
a thorough report of the week-end inspections, challenges and successes with photographic evidence is submitted to the Executive team by end of business the Monday immediately after the Manager-on-Duty shift.
JOB PURPOSE: To be responsible for all aspects of hotel operations, to day-to-day staff management and guests. This position acts as the ambassador of the Red Carnation Hotel Collection brand for the hotel and responsible for leading the hotels senior management team to meet business targets and deliver exceptional guest service.
ORGANISATIONAL POSITIONING:
•
Department: Executive Management
•
Reporting to: Hotel Manager
•
Location: The Oyster Box Hotel
MINIMUM EXPERIENCE AND QUALIFICATION REQUIRED:
•
Degree or equivalent qualification
•
5 years Hotel Manager experience, of which 3 years should be at Executive management level
•
5 years Rooms Management experience in a 5* Hotel
•
5 years Food & Beverage experience in a 5* Hotel at a senior level.
•
Computer literate with advanced working knowledge of Microsoft Office Outlook, Word and Excel
•
Working knowledge of Micros
•
Working knowledge of Opera
•
Knowledge of Revenue
•
Knowledge & experience of Budgets
•
Proven ability to proactively analyse financial and economic data and proactively advise against potential risk
•
Highly presentable
•
Proven exceptional track record of guest interaction and service recovery
•
Excellent command of the English language with solid verbal and written communication skills
•
Able to work flexible hours, weekends and holidays and late shifts and travel
KEY PERFORMANCE OBJECTIVES:
To be a Red Carnation Hotel Ambassador by:
• actively living our company mission and values and striving to deliver on our promise of “No Request too Large; No Detail too Small” at all times
•
owning and practicing our “Top 12” Service Standards every day in every interpersonal encounter whether with guests, colleagues or suppliers
•
ensuring that you are familiar with, and adhere to, the Hotel’s code of conduct as set out in the Employee handbook
•
creatively seeking opportunities to surprise and delight our guests by actively listening to them and building positive relationships and emotional connections
•
working together with your manager and team to be as effective and productive as possible by accepting constructive feedback and embracing all training and development opportunities made available to you
•
being aware of the emergency evacuation, security and fire procedures of the Hotel and to be constantly vigilant of the health, safety and security aspects; and reporting any risks to the Health and Safety Chairperson and/or Security Manager
•
to actively seize opportunities to minimise our carbon footprint by reducing wastage as much as possible without compromising on guest service standards
•
to be happy in your work environment, to make constructive observations to improve working conditions and maintain a culture of teamwork and guest orientated service
To manage the Hotel Team in according with Red Carnation Hotel Management principles by:
•
ensuring constant floor presence during peak operational times; interacting with both staff and guests in a constructive manner, fostering positive relationships; and by taking personal responsibility for every guest and staff situation, seeing it through to its solution.
•
ensuring that all 1:1s and appraisals are completed timeously in accordance with the Hotel Communication Planner with the aim of nurturing a positive and honest relationship with employees with the goal of achieving the highest performance of excellence out of your team and high levels of staff retention.
•
being actively involved in the training and development of each team member by supporting their learning through on-the-job application and coaching, making them available for all appropriate training opportunities and holding the team member to account for the learning that they have successfully assimilated.
•
applying the performance management and corrective action tools in accordance with the Hotel’s Code of Conduct with the aim of exhausting all opportunities to correct and support staff before utilising avenues for employment termination.
•
ensuring that staff are rostered according to the peaks and troughs of the business; ensuring that there is always sufficient labour available to meet our high guest service standards while keeping labour costs to a minimum; and ensuring that all staff are afforded time to take sufficient rest by scheduling off days and leave in a manner that allows for work/life balance and high levels of morale and productivity; and ensuring there is roster flexibility to adapt to unscheduled absences like sick leave and family responsibility leave; and recording all attendance correctly and timeously on Net TimeSheet
•
recommending updates to hotel policies and procedures, in order to maintain high standards and provide the best possible service to guests, and implement improvements where required.
To manage, support, mentor and coach the Senior Management team in:
•
lead business development concepts and ensuring the successful planning and execution thereof in order to drive revenue and PR throughout the hotel.
•
ensuring the hotel operational departments are properly resourced with necessary operating equipment to ensure the team can efficiently deliver on the high service standards.
•
ensuring that the executive and senior management team are driving and applying the appropriate management tools to; control staff payroll costs, control quality levels of service, staff development, staff training, adherence to the code of conduct and ensure that staff are being managed in accordance with RCH policies including the adherence to the Communication Planner, and the daily application of the Specific Skills Trainer Program.
•
ensuring that all revenue is properly generated and accounted for by controlling and reporting on the Profit and Loss hotel statement.
•
support the Sales team with key supplier meetings and attend industry events as the Hotel Brand Ambassador
•
support the General Manager with any Red Carnation Hotel Collection duties that are directed by Head Office and reporting to him/her on a weekly basis
•
keeping the financial welfare of the business in mind in all activities
•
keeping the staff welfare of the business in mind in all activities
•
ensuring that all department’s deliver a seamless and effortless guest experience in accordance with Red Carnation and Leading Hotel of the World standards
•
proactively leading the executive and senior management team to anticipate and exceed guest expectations
•
ensuring that all guest feedback received, both in electronic and manual format, are responded to and followed up and followed though; and where relevant included in various reports; e.g. Mrs Tollman’s daily report.
•
Actively protect the business from any know risk by ensuring that all legal and health and safety requirements are met and maintained.
Hotel Management duties in the day-to-day operation of the Hotel:
•
Greet and meet guests ensuring that a relationship is built and maintained with return guests; taking personal responsibility for any guest situations, seeing the situation through to the solution.
•
Conduct property checks and highlight any Maintenance and Housekeeping that is needed for the upkeep of the building
•
being actively present in the operation, ensuring consistent adherence and application of Hotel standards, with particular focus on RCH and LQA standards.
•
to ensure that the Hotel’ premises, property, guests and staff are safe and secure at all times and that all legal requirements are adhered too.
•
ensuring that all department’s deliver a seamless and effortless guest experience in accordance with Red Carnation standards
To assume the duties of the Hotel Manager-on-Duty as and when required ensuring:
•
attendance of the Morning Meeting
•
a floor-to-floor inspection is undertaken of the entire hotel on both mornings and any challenges are addressed
•
presence and support in the Food and Beverage outlets and the Front Office lobby during peak periods
•
all food displays are checked and photographed and well presented
•
at least three VIP room checks are completed on each day together with the Housekeeping Manager on duty ensuring that rooms have been prepared in accordance with Red Carnation Hotel standards
•
the rooming procedure; and food and beverage service (light meals, in-room dining, breakfast & beverage service) are tested against Red Carnation Hotel standards
•
your room and its facilities are used and tested against Red Carnation Hotel standards as well as practical recommendations that may not fall under the remit of the Leading Quality Assurance and Red Carnation Standards
•
a thorough report of the week-end inspections, challenges and successes with photographic evidence is submitted to the Executive team by end of business the Monday immediately after the Manager-on-Duty shift.
Hotel Manager
Full Time
5
Years
Experience
To be discussed
Skills
Fluent in English
2 Lighthouse Rd, Umhlanga Rocks, Umhlanga, 4320, South Africa