3 Days Left: HOSPITALITY OPERATIONS MANAGER
2 weeks ago
Minimum requirements:
- Diploma in a related field
- Minimum 5 years experience in a similar role, preferably at a Wine Estate
- Supervise floor managers to uphold high service standards among staff members
- Collaborate with the Reservations and Sales Administrator to organize various functions such as tastings, meetings, staff events, and marketing activities
- Conduct regular training sessions to ensure a consistently high level of service in the Tasting Room and across all guest interactions
- Manage the end-to-end customer experience on the estate, exceeding guest expectations and creating memorable experiences
- Uphold exceptional customer service standards and resolve any guest issues or complaints professionally and efficiently
- Develop and implement comprehensive training programs to foster staff development and continuous improvement
- Foster a culture of innovation and excellence within the hospitality team
- Build and maintain strong relationships with key stakeholders, including suppliers and partners, to enhance overall guest experience
- Monitor industry trends, competitor activities, and guest feedback to stay ahead in the market and continuously improve offerings
- Collaborate with other departments to ensure seamless operations and enhance overall guest satisfaction
- Oversee the opening and closing procedures for all Tasting Rooms and stores, ensuring compliance with operational standards
- Manage front-of-house staff, including rostering, overtime approvals, disciplinary actions, and recruitment
- Handle online reviews and customer complaints professionally, addressing issues promptly and implementing corrective measures as needed
- Continuously evaluate services and offerings, devising improvement plans to enhance guest satisfaction and drive sales
- Monitor and control stock levels, including retail items, water, packaging, etc., in alignment with budgetary constraints
- Conduct regular stock control audits and ensure accurate storeroom reconciliations
- Collaborate with the Sales & Marketing Manager to set monthly sales targets and execute the strategies to achieve them
- Prepare and present detailed monthly sales and operational reports to senior management
- Execute business objectives outlined by senior management, contributing to overall business growth and operational excellence
Consultant: Lisa Dietrich - Dante Personnel Cape Town
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