Service Manager

2 weeks ago

Franschhoek Western Cape, South Africa Franschhoek Wine Tram Full time R900 000 - R1 200 000 per year

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

Job Type: Full-time

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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