Hospitality Operations Manager

Our client, a premium wine estate situated in the Southern Suburbs (Cape Town), has a position available for an experienced Hospitality Operations Manager with strong leadership capabilities, and a passion for creating exceptional guest experiences. The primary focus of the role will be on enhancing service standards, increasing sales, and optimizing operational efficiency within the tasting rooms. This pivotal role involves leading a team to ensure that every aspect of guest interaction aligns with the quality and essence that defines the brand. The ideal candidate has strong planning and organizational skills for efficient resource allocation, and excellent decision-making skills to navigate diverse operational scenarios. Key responsibilities will include: Hospitality Management: Supervise floor managers to uphold high service standards among staff members. Collaborate with the Reservations and Sales Administrator to organize various functions such as tastings, meetings, staff events, and marketing activities. Conduct regular training sessions to ensure a consistently high level of service in the Tasting Room and across all guest interactions. Manage the end-to-end customer experience on the estate, exceeding guest expectations and create memorable experiences. Uphold exceptional customer service standards and resolve any guest issues or complaints professionally and efficiently. Develop and implement comprehensive training programs to foster staff development and continuous improvement. Foster a culture of innovation and excellence within the hospitality team. Build and maintain strong relationships with key stakeholders, including suppliers and partners, to enhance overall guest experience. Monitor industry trends, competitor activities, and guest feedback to stay ahead in the market and continuously improve offerings. Collaborate with other departments to ensure seamless operations and enhance overall guest satisfaction. Lead by example, demonstrating professionalism, integrity, and a passion for hospitality excellence. Administrative: Oversee the opening and closing procedures for all Tasting Rooms and stores, ensuring compliance with operational standards. Manage front-of-house staff, including rostering, overtime approvals, disciplinary actions, and recruitment. Handle online reviews and customer complaints professionally, addressing issues promptly and implementing corrective measures as needed. Continuously evaluate services and offerings, devising improvement plans to enhance guest satisfaction and drive sales. Monitor and control stock levels, including retail items, water, packaging, etc., in alignment with budgetary constraints. Conduct regular stock control audits and ensure accurate storeroom reconciliations. Collaborate with the Sales & Marketing Manager to set monthly sales targets and execute the strategies to achieve them. Prepare and present detailed monthly sales and operational reports to senior management. Execute business objectives outlined by senior management, contributing to overall business growth and operational excellence. Minimum Requirements: Previous experience in a similar role in the hospitality industry managing large sales/service teams; Proven track record of driving sales, managing budgets, and achieving business objectives; Excellent communication and interpersonal skills (English & Afrikaans); Valid drivers license and own reliable transport; Willingness to work hours as per industry requirements. Advantageous: Tertiary qualification/practical training in Hospitality or similar field. Commencement date: As soon as possible. Please apply online at www.m3online.co.za before 09:00 on 31 October 2024. For general enquiries, contact our team at M3 Human Capital Management on XXX-XXXX. Please note that only shortlisted candidates are contacted. If you dont hear from us within two weeks of the closing date, please assume that your application was unsuccessful.

Location: Cape Town Region, ZA

Posted Date: 10/13/2024