Project & Account Manager

2 weeks ago

Cape Town, South Africa Totalstay Full time

As a Project & Account Manager, you will play an essential role in strengthening and growing our business within the dynamic landscape of Aparthotel properties. You will build and nurture vital relationships with stakeholders while also taking part in operations and logistics project management, providing crucial support to our Senior Management Team to ensure our properties meet and exceed guest & stakeholder expectations.

**Requirements**:

- Experience in the serviced apartment and/or hotel industry with a strong knowledge of Cape Town
- Exceptional interpersonal skills to enhance the service standards throughout the operation
- Excellent communication skills with staff and stakeholders alike
- Proven guest service and time management skills
- Able to organize, plan ahead and manage workload
- A team player and a self-starter, yet able to work independently
- Ability to manage and motivate a team of staff.
- Ability to work effectively in an innovative, fast-paced and multi-tasked environment
- Excellent computer skills, specifically Google/Zoho
- Ability to remain calm and positive throughout
- Ability to innovatively solve problems and come up with solutions when they arise.

**Duties and Responsibilities**
- **Stakeholder Account Management**
- Build and nurture relationships with stakeholders of Aparthotels through being their first point of contact.
- Develop, execute and lead the Aparthotel onboarding process for new stakeholders..
- Liaise with Suppliers and stakeholders on inventories, photography and other operational elements.
- Ensure the Aparthotels are ready for occupancy.
- Responding promptly to all complaints and inquiries from all stakeholders.
- Conduct weekly / daily meetings with Totalstay teams for inquiry & follow up & conversion to grow the business and ensure efficiency in Aparthotel onboarding.
- ** Operations & Logistics Project Management**
- Assist the Senior Logistics Operations Manager with the overall logístical operations of the Aparthotels.
- Constantly providing support to the Senior Logistics Operations Manager and working with all Head of Departments across all aspects of running the Aparthotels.
- Ensure the properties are in operative condition as per the category of the unit to receive & serve the guests.
- Attend regular operations team meetings with all the HOD daily / weekly to discuss routine operational matters, Guest feedback, and action taken for service recovery and any staff issues. Minutes of the meeting are to be sent to the Directors.
- Randomly inspecting the properties to check the stock in hand (quality, par stock levels, expiry etc) with the Property Managers.
- Dealing with Suppliers / Vendors for quality products involving Administrator(s) and providing performance assessment of vendors every quarter.
- Inspecting all departments for SOP implementation, cleanliness, ambiance, service readiness, staff grooming & hospitality culture.
- Assessing and reviewing customer satisfaction and service recovery.
- Providing timely and constructive feedback to all direct reports as and when required either formally or informally.
- Working with colleagues to share skills, knowledge, resources, and networks.

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