Key Responsibilities and Duties


Ensuring department procedures and systems are maintained and effectively operated.
Continuously evaluates department Standard Operating Procedures.
Audit and development of guest information data on Opera.
Drive Leading Hotels of the World and ALL Loyalty standards.
Creating an environment that supports innovation and look for opportunities to improve operations.
Pro-actively try out new ideas and technologies that would streamline productivity and enhance overall guest experience in line with the budget and capex submission.
Ensure productive and efficient communication between departments.
To ensure effective running of PMS and all related interfaces
Building and improving on relationships with agents.
Models the Organizational Values and Grace Memorandum.
Reduction of departmental glitches to an acceptable weekly standard by minimizing revenue loss
Encouraging the use of the “Generosity Pot” across departments
Has operational managerial responsibility over all departments in the absence of the Exec and Department Head.
Has responsibility for ad hoc project teams.
Participates in ad hoc On Job Training and coaching in departments to ensure effective service and operations.
Has a thorough knowledge of the hotel and all services provided to the guest.
Maintains the high standard of service, appearance and social skills set according to the company policy.
Works in harmony with all departments and employees, is willing to assist others if and when required.
Attends all training workshops as and when required and deemed Mandatory by the Director of Rooms Division.
Is familiar with all policies and procedures, house rules, LHW standards, All Loyalty Program, fire, security, and emergency procedures as well as all checklists pertaining to the position.
Performs any reasonable duty as instructed by the Director of Rooms Division


Qualifications

Job Requirements and Qualifications:


Matric/Grade 12 or equivalent is a prerequisite.
A hospitality; management and/or similar qualification will be highly advantageous
At least 3 years Management experience; preferably gained in a 5 star environment
Computer literate on the MS Office Suite (Word, Excel and PowerPoint) as well as Opera Cloud
Fluent in English (written and spoken). A foreign language is advantageous.


Proven abilities in:


Guest relations
Sales – Ability to Upsell the hotel facilities and outlets.
Time and workflow management
Highly experienced in employee management
Effective decision-making and judgement
Conflict resolution
Interpersonal communication skills
Delivery to required standards in a fast-paced and dynamic environment.