Orchards Cottages Manager

**ORCHARDS COTTAGES MANAGER**
The Manager is a member of the Management Team and reports directly to the Accommodation Manager.
The primary focus of the role is the responsibility of the efficient running and management of the Orchards Cottages as well as central focus on managing the guest experience and provides support to the Accommodation Manager. This includes ensuring standards of cleanliness and maintenance are upheld, projects are completed from start to finish, budgets are planned and controlled, and all guest related queries are quickly rectified through well trained team members.

**KEY DUTIES AND RESPONSIBILITIES INCLUDES BUT ARE NOT LIMITED TO**:

- **1. Financial & Commercial**_
- Inspire guests with an attitude of personal attention to their requests.
- Maximize employee productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.
- Plan, manage and implement revenue-driving systems/projects to maximize revenue opportunities at Orchards Cottages
- Ensure all outlets operate in line with maximizing profit while delivering on the brand promise.
- Enhance operational efficiencies and cost savings by ensuring the cost centre operates at the ultimate cost structure while also delivering on the brand promise to the guest.
- Proactively manage costs both product cost of sale and Opex based on key performance indicators, operational control systems working with the respective line managers as appropriate.
- Ensure company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information.
- Reduce waste and drive responsible consumption across the Orchards Cottages.
- **2. Operational**_
- Ensure that standard operating procedures have been implemented in each area according to brand standards.
- Ensure Accommodation Teams are organised and supervised in the cleaning of bedrooms, patios, pool and public areas and storage rooms, gardens and all events spaces.
- Ensure lost property is recorded and kept according to company SOP
- Ensure standards are implemented for storing and receive all cleaning materials and goods relevant to the Housekeeping Department according to the regulations laid down.
- Feedback to be provided to reporting line manager on all complaints and glitches during a guest stay and responses are sent timeously to guests who provided feedback on their stay.
- Manage preventative maintenance program for Orchards Cottages.
- Manage pest control program for Orchards Cottages.
- To ensure team briefings occur in terms of the day’s business both in Room Occupancy, Special Requirements and VIP needs and liaise with all team members.
- Ensure that company standards for guest services, décor, and housekeeping services are met or exceeded.
- Maintain a par stock levels of stationary, linen and amenity requirements in order to ensure consistency in standards.
- Developing and utilising check lists for regular preventative maintenance.
- Developing and utilising check lists for regular cleaning and upkeep.
- To assist in the development and writing of Housekeeping departmental standards and improved processes.
- Planning, managing and implementing various projects according to the business requirements and direction,

**_3. Leadership & Management_**
- Ensure punctuality and appearance of the Accommodation employees, making sure that they wear the correct uniform and maintain a highest standard of personal appearance and hygiene.
- Maximise the effectiveness of all Team Members by developing skills and abilities through appropriate training, coaching, and/or mentoring.
- Conduct Performance Development Discussions with managers and supervisors through weekly 1:1 sessions and to support them in their professional development goals.
- Encourage all team members to be creative and innovative, challenging and recognising them for their contribution to the success of the operation.
- Support the implementation of company policy, demonstrating and reinforcing the company’s Values and Culture Characteristics and ensure that all employees have a complete understanding of and adhere to employee rules and regulations.
- Ensure that all team members follow, company and local rules, policies and regulations relating to fire, food and security safety.

**_4. Customer Service_**
- Ensure that all employees deliver the brand promise and always provide exceptional guest service.
- Ensure that employees also provide excellent service to internal customers in other departments as appropriate.
- Spend time in guest areas observing employee-guest interaction and talking with guests, working through line managers to coach employees in guest service skills as necessary.
- Management of guest and internal customer complaints and inquiries in a courteous and efficient manner, fo