5 Star Luxury Boutique Hotel, Located along the beautiful coastline of Cape Town.
Your roles and responsibilities as a House Manager for a premium 5 star establishment, will be as follows:
Ensuring and providing flawless, upscale, professional, and high-class guest service experiences, responding to guests needs and anticipating their unstated ones. Coordinate with various other departments to ensure personalized, prompt, and flawless service to all guests.
Receiving information from each Department regarding the guest’s stay, including their food and beverage preferences, concierge preferences, room comments etc. This information will then be updated to the Guest’s Opera Profile. Maintain profiles of repeat guests. Approving a WOW factor gift – relevant to a guest’s preference. Able to understand Guest’s needs and provide them with personalized solutions by suggesting activities and facilities provided by the hotel.
Arrange for itineraries and notes to be sent to rooms, as well as any updates during the guests stay. Arrange the collection and delivery of items for guests as required. Assist guest with confirming travel arrangements and flight time. Act a as a ‘One Point Contact’ and Host for Villa bookings and groups or VIP in-house guest. Ensure that all equipment within the section is properly maintained and in good working condition at all times i.e. iPads, lift, etc.
Assist in identifying training needs, develop training plans together with HOD and implement training sessions for all associates within the section on a regular basis. Fulfilling the role of a manager on duty and all the responsibilities that goes with that, from guests to staff to property etc. Check that all staff are on shift and are on time – If any staff are sick, please double check that there. To liaise with the Head Housekeeper & Maintenance Manager with regards to any housekeeping or maintenance issues. Ensure that the guest list is completed correctly and ready for the next day
Ensure that all information is captured onto Opera and guest correspondence and that all traces and special profile requests are actioned and resolved. To add insight to individual bookings and to ensure their stay is uniquely personalized whenever possible. To ensure that all charges are correctly entered on the guest’s bill and that this is always up to date. All final bills must be checked by the MOD before presenting to the guests. To ensure that incoming and outgoing telephone calls are handled promptly, and that enquiries and messages are dealt with courteously and efficiently.
To ensure that newspapers and parcels are delivered during breakfast or to rooms without delay. Thorough written handovers to be completed for each shift, initiating and planning the following day. Ensure that the front office is always neat and tidy and that it is not used as a meeting place for staff!
HOUSEKEEPING & MAINTENANCE: Check guest bedrooms daily and ensure it is cleaned and maintained and ready according to guests’ specifications. Check Public areas daily and ensure it is cleaned and maintained. Ensure communication between all the front desk and housekeepers. Continuously looking at sustainability and how we can improve our carbon footprint. Ensure laundry and dry cleaning is checked before it is returned to guests.
FOOD & BEVERAGE: Excellent food and Wine Knowledge. Ensuring that all F&B areas are correctly prepared and staff, e.g. tables are set correctly, mise-en-place is prepared. Maintaining a high profile and tactful personal manner with guests and staff during service times. Allocate duties to staff and Oversee F&B operations in the Restaurant Manager’s absence, Ensure restaurants areas are setup according to allocated times. Assist waiters with duties, if necessary. Manage staff breaks. Check that the correct number of tables has been set as per the rooming list. MOD to be available during service periods to meet and greet guests and assist with service, ensure that correct orders are taken and presented and manage waiting time.
Events: Ensure all required information is obtained prior to the event and event sheets are received by all departments. Liaise with the chefs and wait staff with regards to mise en place and ensure that all set up is done correctly and in time. Ensure required beverages & wines for functions are prepared. Manage and assist with the service of an event in the absence of the F&B supervisor / manager. MOD will be required to introduce service staff and the chef to the tables in the absence of the F&B supervisor / manager.
Minimum 5 years working experience in a 5 star environment. Mature. Sophisticated. Well-travelled. Excellent guest relations skills and an obsession with service. Must be able to Multi-Task. Must be flexible. Knowledge and interest in Food & Wine. Must be able to plan and organize effectively. Excellent interpersonal skills – Must be able to communicate with international guests. Fluent in spoken and written English. Excellent attention to detail. Excellent time management. Computer literate, including POS, OPERA, Word, Excel. Neat and presentable.