Service Manager

2 days ago

Franschhoek, South Africa Franschhoek Wine Tram Full time

Franschhoek Wine Tram is a leading player in the tourism and hospitality industry, dedicated to providing exceptional guest experiences. We take pride in delivering top-notch service and creating unforgettable memories for our guests. We are now seeking a passionate and experienced Service Manager to join our dynamic team.

As a Service Manager at the Franschhoek Wine Tram, you will be responsible for ensuring the highest level of guest satisfaction through effective leadership and service excellence. You will play a pivotal role in managing and enhancing our customer service operations to maintain our reputation as a premier destination in the tourism and hospitality sector.

**Responsibilities**
- Lead, mentor, and motivate a team of service professionals, including front desk staff, concierge, and guest services.
- Develop and implement service standards and procedures to ensure consistent, top-quality guest experiences.
- Monitor and evaluate guest feedback, addressing any issues promptly and proactively.
- Collaborate with other departments to optimize the guest journey and ensure seamless service delivery.
- Manage the training and development of staff, fostering a culture of excellence and continuous improvement.
- Oversee scheduling, staffing, and performance evaluations to maintain high service standards.
- Handle guest inquiries, complaints, and special requests with professionalism and efficiency.
- Maintain an up-to-date knowledge of industry trends, competition, and best practices.

**Requirements**:

- Proven experience in a managerial role within the tourism and hospitality industry.
- Exceptional interpersonal and communication skills.
- Strong leadership abilities and a track record of motivating teams to achieve high standards.
- Proficiency in hotel or hospitality management software is a plus.
- Outstanding problem-solving skills and the ability to handle challenging situations with grace.
- A passion for delivering exceptional customer service.
- Good working proficiency in MS Office / Excel.
- High proficiency in verbal and written English & Afrikaans.
- Ability to deliver high impact facilitation/presentations.
- Own transport and drivers licence.
- Five years experience within a similar role.
- Lives in Franschhoek, Stellenbosch, Paarl or willing to relocate.

**Education**
- Bachelor's degree in Hospitality Management, Business Administration, or a related field (preferred).
- Tertiary qualification in training and hospitality

Ability to commute/relocate:

- Franschhoek, Western Cape: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Bachelors (required)

**Experience**:

- Tourism & Hospitality: 5 years (required)

**Language**:

- English (required)

Work Location: In person

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