Senior Officer: Guest Accommodation - Department of Residence Affairs and Accommodation at University of Pretoria/Universiteit van Pretoria

RESPONSIBILITIES:

The successful candidates’ responsibilities will include, but are not limited to:

GA facilities supervision, maintenance and control:

• Ensure that the Guest Accommodation facilities, e.g., buildings, general infrastructure, furniture, and equipment, are in good working order as per UP standards and compliant with Occupational Health and Safety regulations;
• Control and inspect the GA facilities;
• Communicate with the GA Coordinator regarding requests and problem areas;
• Arrange access, monitor and quality control internal and external contractors upon completion of work; 
• Approve and close completed work orders on PS, and report poor performances of contractors or contract managers;
• Report general defects and repairs required pertaining to maintenance by using the work order system; 
• Conduct bi-weekly Health and Safety inspections and submit reports; 

Human resource management:

• Responsible for supervision, coaching and mentoring of House Keeping staff;
• Monitor set cleaning standards and procedures;
• Arrange meetings with team leaders and staff to discuss cleaning requirements and draft cleaning schedules;
• Monitor the staff work attendance daily, and manage absenteeism, punctuality, staff morale, and administration of staff leave; 
• Provide and or arrange the required staff training on cleaning equipment and cleaning chemical usage and prevent wastage; 
• Manage conflict amongst Housekeepers and assist with conducting disciplinary enquiries; 
• Manage, issue and monitor safekeeping and storage of equipment and cleaning chemicals; 
• Manage staff performance and complete staff performance agreements and appraisals; 

Client service and communication: 

• Attend to e-mails and real-time incoming telephone calls from clients, internal and external, in line with the prescribed turnaround times; 
• Attend to escalated enquiries and ensure feedback is provided;
• Attend to enquiries regarding processes and procedures within the division with the knowledge of what must be escalated to whom;
• Identify and escalate enquiries to Coordinator: Guest Accommodation and/or Deputy Director:  Housing Services;
• Establish and upkeep reviews database and provide reports

Finance and administration: 

• Responsible for inventory inspections and upkeep of inventory lists upon guest check-in and out; 
• Assist with debtors’ accounts when the need arises;  
• Discuss GA housekeeping-related budget requirements, plans, and challenges with the GA Coordinator; 

Asset management: 

• Establish and upkeep GA assets database and control;
• Request replacement of assets where required;
• Facilitate the placement of assets in rooms upkeep and keep records;

Project administration: 

• Plan accommodation of groups/programs; ensure the space is available, gender and culture are considered, keys are available after hours, etc.; 
• Assist with the planning of annual GA facility upgrade projects;
• Assist with holiday/ad-hoc group administration; 
• Inspect, record and report defects or incomplete work during renovations by creating snag lists and reporting; 
• Contribute to marketing initiatives of GA facilities.

MINIMUM REQUIREMENTS:

• Relevant National Diploma;
• A total of three years’ experience in/with:
• A client service environment;
• A hospitality environment at an academic or other corporate accommodation establishments;
• Administrative processes, procedures, and workflow;
• Overseeing building facilities regarding maintenance needs;
• Health and safety requirements, breakages/damages;
• Financial experience including accounts and resolving general financial enquiries;
• Creating relevant correspondence to guests; 
• Valid driver's license.