Hotel Manager

Location: StellenboschPosition OverviewThe Hotel Manager is responsible for ensuring the delivery of world-class service to all guests by overseeing and directing hotel operations and teams. This role requires a strong leader capable of managing operations efficiently, upholding high service standards, and maintaining an impeccable guest experience.The ideal candidate demonstrates exceptional managerial skills, a deep commitment to customer service, and the ability to foster a positive and engaging environment for both guests and employees.Main ResponsibilitiesEnsure consistent delivery of world-class service across all areas of the hotel, as measured by guest feedback and online reputation metrics.Collaborate with all departments to ensure that policies, processes, and standards directly impacting guest safety, security, and preferences are effectively implemented.Conduct daily inspections of public areas, rooms, and guest facilities to uphold the highest standards of cleanliness and guest experience.Oversee the entire guest journeyfrom arrival to departureensuring continuous improvement across all touchpoints.Liaise daily with the Maintenance Department to address urgent issues promptly and ensure adherence to project timelines.Partner with the Management Team to maintain complete and effective documentation of all guest-related policies, procedures, and standards.Maintain full oversight of arrivals, departures, and special requests, ensuring seamless coordination between departments to meet service expectations.Lead weekly forecasting and planning sessions to anticipate guest needs and exceed expectations.Participate in daily, weekly, and monthly meetings to stay informed of all operational developments.Possess in-depth knowledge of Front Office, Housekeeping, and Food & Beverage procedures to provide continuous evaluation, training, and improvement.Support the HR Department in selecting, onboarding, and developing employees who exemplify service excellence and professionalism.Work with Department Leaders to promote continuous development and training of team members.Conduct timely performance evaluations, probation reviews, and feedback sessions according to company standards.Enforce discipline when required, in line with the organizational Code of Conduct.Mentor team members daily by providing guidance, training, and support to ensure optimal performance.Manage relationships with third-party suppliers to ensure exceptional service delivery.Collaborate with Finance and Procurement to prepare and propose the annual budget, ensuring inventory and par stock levels support consistent service quality.Review Management Accounts and booking pre-payments to identify and address potential discrepancies promptly.Experience and QualificationsMinimum of 5 years experience in Hotel Management within a 5-star property.Tertiary qualification in Hospitality or Hotel Management.Advanced computer proficiency, including experience with Protel and Microsoft Office.Valid drivers license.Skills and AttributesProven ability to operate effectively in a fast-paced and demanding environment.Strong complaint resolution and guest recovery skills.Exceptional organizational and leadership abilities.Excellent written and verbal communication skills.Strategic thinker with a focus on operational innovation and improvement.Sound understanding of budgets, profit and loss management, and forecasting.Demonstrated personal and professional integrity of the highest standard