Hotel Operations & Guest Experience Lead

HotelJobs; Franschhoek; On-site; ZAR 420,000 - 540,000; Full time

Job summary

HotelJobs in Franschhoek is seeking an Assistant Hotel Manager to elevate service standards and operational efficiency. You will lead daily front office, housekeeping and F&B activities to ensure guest satisfaction and smooth hotel operations.

This role requires a results‑oriented leader with at least 5 years in hotel management, a relevant diploma, and strong IT skills including MS Office and Protel PMS. A valid driver’s licence is preferred.

Qualifications

• Minimum of 5 years in hotel management or similar leadership role.
• Diploma in Hospitality Management or Tourism beneficial.
• Advanced computer skills including MS Office and internet/email.
• Protel PMS experience advantageous; valid driver's license.

Responsibilities

• Deliver world-class service to guests and monitor feedback and reputation.
• Collaborate with teams to implement policies affecting guest safety and preferences.
• Monitor equipment usage and stock to minimize waste.
• Develop systems to capture guest preferences while protecting privacy.
• Attend meetings to stay informed on team and organizational developments.
• Lead Front Office, Housekeeping and F&B procedures with guidance.
• Provide timely feedback and conduct performance appraisals.
• Coordinate with third-party suppliers to ensure service delivery.
• Prepare and propose the annual budget with finance and purchasing.
• Manage rosters, attendance and leave to control staffing costs.
• Oversee Night Auditors and ensure accurate daily financials.
• Deliver training on SOPs and drive compliance.
• Identify opportunities for quality improvement and lead implementation.

Skills

Team leadership

Complaint handling

Communication

Interpersonal skills

Financial acumen

Integrity

Education

Diploma in Hospitality Management

Tools

Protel PMS

MS Office

Job description

HotelJobs in Franschhoek is seeking an Assistant Hotel Manager to elevate service standards and operational efficiency. You will lead daily front office, housekeeping and F&B activities to ensure guest satisfaction and smooth hotel operations.

This role requires a results‑oriented leader with at least 5 years in hotel management, a relevant diploma, and strong IT skills including MS Office and Protel PMS. A valid driver’s licence is preferred.