SERVICE MANAGER – KNYSNA – WESTERN CAPE Full Time

MINIMUM REQUIREMENTS

QUALIFICATION:

• Grade 12 or equivalent
• Accommodation Certificate/Hotel School diploma is advantageous.

EXPERIENCE:

• Previous experience in the same or similar position in a 4/5-star hotel
• Familiar with all duties and procedures in a restaurant Environment
• MS Office (Word, Excel and Email) is essential
• Opera experience is advantageous

Competencies

Communication:

• Verbal Communication
• Comprehension

Cognition/Thinking:

• Decision Making and Judgement
• Problem Solving

Interaction with Others:

• Influencing Others
• Relationship Building

Personal Effectiveness:

• Adaptability and Flexibility
• Attention to Detail/Quality
• Results Focus and Initiative

Management/Leadership:

• Coaching and Mentoring
• Fiscal Accountability

DUTIES AND RESPONSIBILITIES

Service Levels

• Ensure service levels are maintained and sustained in the Restaurant and Front Office.
• Manage Dining room, catering and ensure that tables are always setup correctly.
• Communicate with service, kitchen staff and reception staff regarding reservations and special events, check-ins and check-outs.
• Ensure staff training is updated and signed for and that all evidence is in each staff members personnel file.
• Coordinate daily Front of the House and Back of the House restaurant operations
• Respond efficiently and accurately to customer complaints
• Organize and supervise shifts
• Appraise staff performance and provide feedback to improve productivity
• Ensure compliance with sanitation and safety regulations
• Control operational costs and identify measures to cut waste
• Implement policies and protocols that will maintain future restaurant operations
• Process payroll and maintain all relevant records
• Ensure all employees are working within outlined operating standards
• Report on financial performance, inventory, and personnel

Aesthetics

• Maintain the Aesthetics Manual for food and beverage.

Facilities

• Maintain the Facilities Management Manual for food and beverage.

Administration

• Producing management reports as required.
• Sign off monthly income statements.
• Be familiar with guests staying at the hotel and walk-in cliental.
• Maintain the F&B staff HR files and other HR related matters as below.
• Maintain the events store for the property.

Marketing and Sales

• Inform and enquire if guests are part of the VNL Leisure Club.
• Recognise guests who regularly visit the bar/restaurant.
• Upsell F&B, accommodation and tourism services.
• Inform guests of current specials and upcoming events.
• Ensure that food and beverage staff are aware of specials and upcoming events.

Human Resources

• Schedule staff hours and assign duties for staff by drawing up the weekly roster.
• Ensure that all staff work the minimum number of contractual hours per month.
• Establish standards for personal performance and customer service.
• Assist in recruitment of staff within agreed man-plan.
• Training and testing of staff.
• Maintain dress code standards.
• Assist in conducting performance appraisals/HR Statuses.
• Progressive and constructive discipline in conjunction with HR.
• Maintain staff files.

Financial

• Ensure quality and concepts are implemented and maintained.
• Ensure stock control system is maintained.
• Daily beverage counts and variance reports to be signed off.
• Keep track of monthly and annual budgets to assist in making targets.
• Signing off staff hours and payroll adjustments where necessary

Management

• Do Duty Manager shifts where you would be representing the company as “the most senior person on property.”
• Take ownership of budgets and cost control methods to minimize expenses

• Leading front-of-house and back-of-house teams
• Sign off weekly and monthly stock takes
• Gratuity control and allocation
• Hiring and onboarding new employees
• Implement innovative strategies to improve productivity and sales

• Run all special events alongside events manager
• Ensure that all SOPs and policies are adhered to on property.
• Micros day and reports and account balancing
• Responsible for all guests’ needs as requested.
• Meet their needs and think of what they might want before they even ask for it.
• Present the bill to guests upon request or the conclusion of their meal.
• Ensure to give every guest a “guest bill” once payment has been finalised.
• Ensure that your bills processed for the shift corresponds with your received money at the end of every shift.
• Training all staff on service standards and upkeep thereof
• Promoting and marketing the business
• Liaising with customers, employees, suppliers, licensing authorities and sales representatives