Hotel Supervisor

Full-time

Hotel Supervisor – N/A11292

Code/Reference:
N/A11292

Applications accepted until:
2020-12-18

Number of Openings
1

Unit:
Golden Valley
Location:
Worcester
Job Purpose
The Hotel Supervisor is accountable for supervising front desk activities (check-in, check-out, night audit), ensuring that internal (SOP€™s) and external (tourism grading) standards and procedures are continuously achieved, client disputes / queries are resolved and that the customer experience provided by the department is professionally executed in line with Sun International standards and legislative requirements. The role will also oversee and handle reservations for the hotel.
Education

3 Year Hotel School Diploma or equivalent National Qualification at a Diploma level

Experience:

Minimum of 3 years€™ experience in a front office or reservations environment
Previous experience in a supervisory or duty management role in a 3-star hotel is an advantage

Skills and Knowledge

Ability to work shifts that meet operational requirements (including public holidays, night work and weekends)
Physically able to stand for extended periods of time
People Supervision
Appraising & developing
Analytical skills
Emotional resilience
Product knowledge & standards €“ rooms, facilities, promotions, etc.
Proficient English written and verbal communication skills
Proficiency in MS Office Suite, Opera
Business Acumen
Basic Financial Acumen
Knowledge and application of legislation relating to Safety, Health and the environment

Key Performance Areas:
Shift Supervision

Put in place staff scheduling and duty allocations to ensure maximum coverage
Report and resolve any issues experienced
Manage the control of stock and operating equipment as per SOP for the department
Facilitate the preparation of welcome letters/cards; VIP amenities and any special requests for guests visiting the property (e.g. special flowers/cake)
Meet and greet and ensure VIP customers; return customers; guests in high-paying room categories (e.g. Presidential suites); special Occasion customers enjoy exceptional experiences

Front Office Operations

Monitor and verify room status information, ensuring this is accurate and communicated to relevant stakeholders
Review arrival list for all arrivals and VIPs to check room allocations, amenities and special requests.
Participate in checking-in and checking out guests as required and review the rooms system to ensure data hygiene and complete customer information
Supervises the management of debtors, group and individual guest invoicing and cash operations.
Develop and track a comprehensive filing system with back-up documentation of, vouchering, schedules, forecasts, reports and tracking logs

Accommodation Reservations Bookings

Prepare occupancy forecast of current and future business
Monitor and co-ordinate group reservations activity with events team
Follow-up on tentative bookings and update reservation status in the system
Review no-shows, cancelled reservations and process charges according to hotel policy
Maintain relationships with all departments within the hotel, and attend relevant meetings to ensure important reservations information is shared with the team

People Supervision

Supervise staff conditions of employment, e.g. attendance, absenteeism, leave, adherence to policies and procedures
Perform on the job training and coaching to close developmental gaps and build succession for a talent pipeline within the outlet
Supervise employee relations within the department
Staff communication and motivation
Performance contracting, reviews and development
Assist in providing resources and removing obstacles to performance

Financial Control

Authorise spend in line with budget
Report on any variances for the department

Delivered Customer Experience

Ensures that guests are always treated with courtesy and respect
Interact with guests and provide professional service standards and solutions
Handle any escalated complaints, disputes and suggestions as required
Engage with customers and provide a customer experience within the hotel / on the floor that will support brand loyalty ensuring SI as the brand of choice
Interact and be present on the floor during service to understand and assist clients with requests, special requirements, recommendations, concerns, resolution of complaints, etc.
Conduct staff training on product knowledge / promotions (including promotion information, functions, facilities, opening times of restaurants; activities;
Compile plans and flag VIP guests to ensure their experience during their stay is exceptional; including the smooth movement of VIP€™s to and from activities or restaurants; providing different options and activities, including external offerings, personalising their experience
Provide post-mortem feedback with regards promotions to ensure these are always relevant and effective
Shift handover ensures that staff have sufficient insights and information with regards VIP customers visiting the property
Follow up on Customer feedback whilst the customer is still on site to ensure that any negative customer experiences are turned around to a positive experience

Equity:
Preference will be given to employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 1998, SISA internal recruitment policy as well as units employment equity plans.