Director Guest Services

Job Description

• Change Management – Generates activity and seeks new challenges to improve work performance; Demonstrate an optimistic outlook and recovers quickly from failure.
• Commercial Awareness – Shows awareness of markets and ensures up-to-date knowledge of competitive environment; Demonstrates an awareness of new business opportunities and seizes and acts upon them; Is aware of financial issues such as revenue enhancement, costs, profits / losses cash flow etc; Identifies opportunities to ensure sustainable profit growth is achieved through implementing cost-effective methods.
• Decision Making – Makes sound decisions quickly under pressure; Takes calculated risks based on adequate information and analysis; Makes a rational, balanced judgments on the basis of available information.
• Managing the Work of others – Works with an orientation to the future; Sets clear, appropriate, and well defined, quality objectives; Encourages others to comply with legal and personal obligations; Plans while taking into account change and possible difficulties; Provides teams with clear direction and keeps them focused on tasks; Actively supports autonomy and empowerment through appropriate delegation of work; Sees projects through to completion; ensures key objectives are met.
• Motivating and Influencing Others – Creates a climate of teamwork by encouraging harmony, co-operation and communication; Cares for others by monitoring their well-being; Inspires a positive attitude to work among subordinates and persuades others so that they can adjust their positions and readily gains agreement and support from others; Respects the contributions of others.
• Organisation Savvy – Maintains awareness of organizational structure and goals; Accurately identifies and effectively presents the key points of an argument; Promotes ideas; Establishes links with people within and outside the business and uses this network for the organisation’s advantage.
• People Development – Encourages a culture of continuous personal and worked-related improvement through own actions and ensures learning from successes and failures; Guides and coaches staff; Passes on personal expertise and draws on the diverse backgrounds, skills and knowledge of people while defining and reinforcing standards and appropriate behaviour.
• Problem Solving – Reconciles conflict and probes for information for more in-depth relevant information for decision-making; Analyses numerical data and relevant sources of information in order to draw appropriate conclusions and check facts to establish causes and effects; Produces new ideas and a rang of solutions to meet the demands of the situation.
• Strategic Orientation – Selects the most appropriate tactic(s) from a range of alternatives and conveys the plan to others; Sets organisational strategy in line with organizational vision and uses multiple, relevant resources to achieve objectives; Negotiates with a variety of approaches.  

Operational 

• Ensure the Guest Service operates successfully and are individually profitable in accordance with the standard of the hotel

• Ensure that all rooms are pre-blocked accordingly to arrival time and housekeeping is informed
• Work closely with Housekeeping and Engineering Department to ensure that rooms are blocked accordingly for maintenance
• Ensures strict control of room keys for guests and other departments
• Conduct frequent and thorough inspections together with the Housekeeping Manager.
• Maximises room sales and revenues for the hotel.
• Ensures commercial management techniques of availability control are applied to achieve the maximisation of room sales
• Makes all decisions regarding overbooking the hotel, ensures all out booking are carried out by a member of management
• With the assistance of the Executive Chef establish menus and price list.
•  Ensure that all Brand standards are met.
• Maintain a high profile with customers and staff by socialising through all front desks, restaurants, bars and banqueting departments.
• Ensure that the standards of food and beverage meet/exceed expectations.
• Prepare standard menus, maintain the required standard of food production and meet agreed budget targets for food margins.
• Perform systematic inspection of all Food & Beverage areas.
• Ensure and maintain high standards of service delivery, safety, hygiene, security, discipline and compliance with the organization’s policy.
• To provide cost effective and customer focused food and beverage service.
• Ensure to coordinate the ordering of food stock and other supplies.
• Ensures Guest Service operates with a sales attitude, and all personnel are aware of sales and opportunities within the hotel, which will assist, with the maximisation of revenue
• Keeps senior management informed of any risk or opportunity in relation to the pre-set performance figures

Qualifications

• Relevant diploma / degree • 7 to 8 years of Hotel Industry experience • Knowledge of Opera & Micros Strong operational/ technical knowledge. • Strive for results (Success oriented, data finder, proactive). • Strong negotiation skills

Additional Information

•Excellent reading, writing and oral proficiency in English language

•Proficient in MS Excel, Word, & PowerPoint