ASSISTANT LODGE MANAGER (F&B)

Cape Town

Western Cape
South Africa

Scope and General Purpose:  The Assistant Lodge Manager to oversee and manage the day-to-day operations of a 5-star lodge, ensuring that guests receive top-notch service and that the lodge runs efficiently.

To apply, please send a CV by email to:

tanya@tanyaserra.co.za

Apply Now

Ensure exceptional guest service and satisfaction.

  1. Checking in with guests daily and ensuring they are comfortable and experiencing the luxury of service according to the expectations set

Handle guest complaints and resolve issues promptly.

  1. In the event of a guest complaint, one needs to ensure this matter is addressed and resolved within the same day.
  2. The priority of the complaint is to ensure our guest that we take the matter seriously and it will receive the necessary attention that is required to reach guest satisfaction.
  3. In the event of the maintenance issue, the matter needs to be reported immediately, followed up and feedback provided to guests on the status of the issue.
  4. Guest feedback is required to be documented on profiles.
  5. Staff involvement in complaints needs to be documented in HR and staff files.

Oversee concierge services and coordinate special guest requests.

  1. Ensure special requests from guests are fulfilled with efficiency and relate to necessary departments involved for awareness.
  2. Be aware of special excursions offered and how that would affect the logistics of the lodge to ensure all services are received by guests.

Welcome and check-in guests, ensuring a warm and personalized experience.

  1. All arrival guest needs to be met by Manager/Managers
  2. Coordinate room with allocated guide to avoid guest waiting.
  3. Ensure to be present when guests depart to see them off.
  4. Check in with guest post rooming in order to ensure comfort and attend to further special requests for further comfort.

Conduct performance evaluations and provide ongoing training and development.

  1. Performance reviews to be done according to Procedures.
  2. Provide mentor guidance to head waiter allocated to you.
  3. Ensure sufficient exposure in annual training is provided to FOH staff annually.
  4. Ensure daily observation and on-job training takes place
  5. Service goals training is required to Monthly for FOH staff.

Foster a positive and motivated work environment among the staff.