Complex Operations Manager

5 months ago

Montague Gardens, South Africa Dream Hotels and Resorts Full time

Founded in 1988, our mission at Dream Hotels & Resorts is to deliver dynamic and exceptional hospitality solutions in Africa that connect local and global travelers to our communities in a sustainable and relevant manner. With a growing portfolio of 22 properties, including exclusive membership and ownership opportunities, we have adopted a more purposeful approach to the guest experience, leading with greater compassion and intent and creating a healthy balance between our actions, our communities, and the environment.

Here at Dream Hotels & Resorts, we actively reimagine a brighter future together. As we continue to expand extraordinary travel experiences, we will continue to challenge ourselves to lead with purpose, ensuring that we act with accountability and local impact

**Job Overview**
- We are currently seeking a dynamic and experienced Hotel & Resort General Manager to lead one of our flagship properties, Avalon Springs. Avalon Springs Resort is renowned for its top-notch hospitality and natural hot springs, nestled between the picturesque mountain ranges of Montagu.
- The resort offers large wooden mountain chalets, well-appointed self-catering apartments, and luxurious hotel rooms.
- As the Hotel & Resort Custodian (General Manager), you will be responsible for overseeing all aspects of the hotel and resort operations, ensuring the highest standards of guest satisfaction, financial performance, and employee engagement.
- You will play a pivotal role in shaping the guest experience, maintaining the property's reputation, and driving the achievement of business goals.
- Dream Hotels & Resorts is an equal opportunity employer and values diversity in the workplace.

**KEY PERFORMANCE AREAS**:

- **Sales & Marketing**:

- Collaborate with the sales and marketing team to drive revenue and occupancy
- Develop and implement effective sales strategies to attract new business.
- Cultivate relationships with key clients, partners, and industry stakeholders.
- Identify ideal clientele and develop strategies to build relationships.
Provide accurate reporting for sales and marketing plans.
- **Human Resources****:

- Collaborate with the Head office People Team with recruitment, training, and develop a high-performing team.
- Foster a positive and inclusive work environment. Develop and maintain a good working relationship with all employees.
- Conduct regular communication meetings, employee appraisals, and training
- **Quality assurance****:

- Ensure compliance with brand standards, industry regulations, and legal requirements.
- Conduct regular inspections to maintain the highest levels of cleanliness and maintenance.
- Compliance and Licensing: Ensure compliance with relevant government and local authority legislation. Responsible for the validity of license
- **Community Management****:

- Build and maintain positive relationships with the local community.
- Represent the hotel and resort at community events and industry associations
- **Operational Leadership**:

- Provide strategic direction and leadership to all hotel and resort departments.
- Oversee daily operations to ensure seamless guest experiences.
- Implement and maintain high-quality standards across all departments.
- Oversee building projects and refurbishments in self-catering units and public areas.
- Maintain the resort at the highest standards, implementing an efficient preventative maintenance program.
- Maximise room availability while practicing continued cost control.
Budgeting and management of all projects.
- Reporting and Meetings
- Present month-end reports at management meetings, including financial statements and marketing activity reports. Attend conferences, seminars, and other events as directed by the Group.
- **Guest Experience****:

- Foster a culture of exceptional customer service and guest satisfaction.
- Through commitment to resolve all guest complaints and ensure high customer care standards.
- Respond promptly to guest feedback and implement improvements as needed.
- Implement innovative initiatives to enhance the overall guest experience. Personally Develop a culture of top-class customer care among the staff.
- **Financial Management**:

- Develop and manage the annual budget in collaboration with executive leadership.
- Monitor financial performance, analyze variances, and implement corrective actions.
- Identify revenue-generating opportunities and cost-saving measures.
- Adhere to agreed budgets and develop standards based on occupancy to control costs.
- **ESSENTIAL**:

- Bachelor's degree in Hospitality Management or related field.
- 5-8 years of 4-star resort operations and leadership experience.
- Strong financial acumen and experience managing budgets.
- Demonstrated ability to drive revenue and improve operational efficiency.
- In-depth knowledge of hotel management software and industry best practices.
- Advanced computer literacy (including APEX and PLUSPOINT).
- Timeshare/Share block experience i

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