Hotel Manager at Sun International

Job Purpose

• Overall and direct responsibility and accountability for the management of the hotel operation and teams, with specific regard to maximising hotel revenues and occupancies, maintaining hotel standards, driving exceptional customer experiences and creating synergy between functions across the property in line with budgets and legislative requirements. 

Key Performance Areas

Delivered Hotel Plan & Results

• Understand the Group strategies and Unit strategy and operationalise objectives and deliverables for the hotel
• Facilitate the programme management and achievement of milestones and deliverables
• Investigate operational practices and benchmark with leading trends and technology within the hotel industry
• Identify and investigate new opportunities to streamline, integrate and optimise processes and services for the property
• Conduct risk analyses i.t.o impact on short term profit margins vs. long term sustainability
• Provide clear delegation of authority and accountability for deliverables at all levels
• Align practices with EE, SD and procurement transformation strategies which contribute towards BBBEE targets being achieved for the property
• Create synergy and alignment of CVP across the hotel functions
• Elicit new business opportunities and leverage relationships to promote revenues, competitive edge and business growth
• Manage increase in revenue and sales

Hotel Governance & Standards:

• Oversee the development and review of room and hotel standard operation procedures and the application against 4 / 5-star grading standards
• Conduct regular walkabouts of the business unit (including front of house and back of house areas) to ensure the hotel and grounds are aesthetically attractive and secure, and that there is compliance with various standards, regulations and legislation
• Manage and co-ordinate internal audit processes and conduct quality assurance, ensure procedural compliance
• Implement sufficient control measures (including systems and processes) & checks within each department to mitigate any risk to the business.
• Drive a SHE management culture and ensure all staff are trained.
• Work with internal stakeholders and business partners (maintenance, finance, HR, and security) to identify risk areas and address these making recommendations; changes and enhancements
• Maintain management presence
• Identify and optimize service delivery
• Manage any non-compliance

Hotel Product & Innovation:

Monitor service offering / products and pricing across the property with specific reference to:

• 4 / 5 star Hotel and Rooms standards and offerings.
• Culinary standards and offerings
• Food and beverage operations
• Conferencing technology, services and offerings
• Conduct an analysis of global industry hotel, rooms and F&B retail trends
• Drive strategies and projects aimed at differentiating products and service offerings in line with trends in the industry ensuring SI offering is innovative and fresh
• Identify and address areas of concern with relevant functional managers
• Drive the improvement of standards in line with leading practice
• Create synergy and themes on service offerings across the resort
• Direct communication plans to ensure all relevant employees understand the accommodation / hotel standards and procedures; and are motivated and engaged to achieve these
• Act as an advisor to management team with regards standards; procedures and product enhancement

Budget Management:

Budget Management for the multiple hotel functions including:

• Budget
• Revenue maximisation
• Cost management
• Capex
• PIP and forecasting
• Financial reporting for the hotel
• Financial reporting on Revenue analysis and revenue strategies for the hotel

People Leadership

• Manage positive Employee relations within the hotel operations (Monthly meetings with Shop Stewards)
• Drives a performance management culture
• Provides direction and support to management and employees with regard to product development and innovation
• Provides motivation and leadership to promote positive working relationships
• Track, measure and enhance employee engagement
• Identify and manage training, coaching and development requirements in line with strategic plans, e.g. skills shortages, succession plans, talent to build a solid talent pipeline
• Manage internal communication and development interventions to ensure competence levels of staff meet operational level requirements (right fit for the job)
• Source and Select talent as per EE plan
• Drive the employee value proposition
• Ensure alignment with EE, SD and procurement strategies which contribute towards BBBEE targets being achieved
• Performance Management and coaching of reporting managers to ensure KPA’s are achieved

Customer Experience Management

• Understand customer experiences; trends and leading practice within the industry and apply these principles to hotel business plans, product offerings and experiences
• Analyse and understand customer preferences and activity of regular and return guests within hotel using Business Intelligence tools.
• Collaborate with unit EOC to operationalise the Customer experience plan and tools within the operation to build a CVP that is relevant, innovative and fresh.
• Drives the execution and delivery of the customer experience plans within the operation
• Keep up to date with customer feedback on relevant social media / guest feedback platforms viz Trip Advisor
• Manage response / communication / escalated issues to relevant guests
• Identify key and critical customers within the business operation and maintain positive relationships with all clients, colleagues, gaming and sales networks
• Conduct meet-and-greets; and familiarization trips; and entertain whenever required

Stakeholder Relationship Management

• Communicate at an executive level on service requirements and hotel performance
• Communicate hotel business plan, objectives, standards and operating procedures to internal and external service providers as per SLA
• Manage interventions to optimise motivation and engagement of all parties and build team effectiveness
• Manage Group stakeholders’ expectations with regards operational performance and expectations
• Liaise with Group Sales and Marketing to develop retention and acquisition campaigns
• Liaise with Complex EOC to ensure synergy between hotel and complex product and service offering and the unit CVP
• Provides relevant guidance and support to operational teams and stakeholders within the hotel
• Maintain relationships around staffing requirements, performance and delivery of service providers and business partners

Job Requirements

Education

• 3-Year B-Degree (hospitality or business management) 

Experience

• 10 years' experience including 3 years in a hospitality management role at a 5-star establishment with a strong background in rooms division management (Housekeeping / Front Office / Guest Relations) and / or food & beverage
• Experience in managing Business Partners and Service Level Agreements
• Ability to work shifts that meet operation requirements
• Ability to travel locally