Operations Manager - Cape Town, South Africa - HotelJobs
Description
Front Office/Operations:
- To monitor all personnel, specifically Reception, Housekeeping, Night Audit and F&B personnel, to ensure that all guests receive prompt, cordial and efficient attention and service throughout their stay.
- To provide a quick, efficient and courteous check in and out facilities.
- To ensure that all incoming and inhouse telephone calls are answered efficiently and courteously.
- To ensure that all messages and faxes are accurate and delivered timorously and effectively.
- To ensure that all guest needs are responded to quickly, efficiently and courteously.
- To ensure that all guest complaints are resolved quickly, efficiently and courteously.
- To brief all staff at the start of their shift regarding groups, VIP's, special events and banqueting functions and any other pertinent information.
- To check the arrivals lists and room allocations.
- On a daily basis ensure that all rates are correctly charged.
- To inform all other operating departments, particularly Housekeeping, of all Front Office matters that concern them.
- To ensure the cleanliness, repair and maintenance of all front office operating equipment.
- To ensure the safekeeping and storage of all guest and hotel property as and when required and that all items are removed from the Duty Manager safe within 24 hours.
- To ensure that all repair and maintenance problems that need attention are reported to the relevant parties and to ensure the appropriate action is taken.
- Supports and assists front office personnel with all F/O related tasks as required
- Supports and assists housekeeping and F&B personnel with their tasks
Administration:
- To ensure that cash up procedures and shift banking is correct at the end of each shift.
- Provides input for monthly departmental meetings.
- Assists in monitoring and controlling, on an ongoing basis, departmental costs to ensure performance against budget.
- To ensure that all Debtors are checked and accurate and that all relevant documentation is attached before placing accounts on to debtors
- Ensuring all outstanding debtors are followed up and statements are sent out periodically
- To assist with the proper control of all house accounts.
- To provide accounts with the necessary assistance with any queries to ensure solutions to any problems.
- To assist with the proper control of all refunds and to ensure that explanations are offered for each one.
- To assist with the proper control of the lost postings account to minimize lost revenue.
- To assist with the proper control of late checkouts to maximize room revenue.
- To provide regular feedback to F&B staff regarding discrepancies in outlet prelists / allowances.
- To conduct float checks on a daily basis.
- Analysis and approves discounts, upgrades and rebates if necessary.
- To routinely check billing instructions and guest credit to ensure compliance with the hotels credit policy, check credit limits.
Personnel:
- To coordinate and prepare staff rosters to ensure adequate coverage in all operation areas according to occupancy.
- To ensure the maximization of staff performance through the establishment of performance standards, coaching and performance evaluation on an ongoing basis.
- To assist in the identification of training needs, the development of formal and informal training plans and the implementation of training sessions on an ongoing basis.
- To conduct onthejob training and maintain a record on a monthly basis
- To maintain appropriate standards of conduct, uniform and appearance of all front office employees.
Marketing:
- Ensuring the hotel's information, specials, rates and events are sent to the client database.
- Creating advertisements/competitions/specials for the Hotel and sending out to database clients
- Staying in contact with production teams, tour operators and travel agents so they are constantly aware of the Hotel
- Assisting with sales: Doing site inspections and presentations
- Updating the Hotel's website with specials, guest comments and any activities that occur
- Ensuring social media marketing is up to date
Procurement/Stock:
- Purchasing the best quality at the best prices.
- Placing all orders for hotel on a weekly basis or as needed.
- Receiving and checking all stock when it is delivered and issuing it into stores with correct procedures
- Doing monthly linen, towel, bar, food, equipment and room stock counts.
- Completing order sheets for ordering
- Doing price comparisons every 46 Months on suppliers
Housekeeping Management:
- To ensure proper procedures are followed by the executive housekeeper and her staff according to 4star standards
- Providing the best level of cleanliness
- Doing linen and towel stock on a monthly basis
- Ensuring all linen is in top shape according to standards
- Comparing statements to invoices and ensuring we don't lose revenue
- Pr
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