Hotel jobs in South Africa

The Night Manager is accountable for relieving the dayshift hotel management and supervising all operational activities across the hotel through the night (including front office reception; guest relations duties) as well as the auditing, posting and balancing of daily financial transactions related to customer accounts, ensuring that internal (SOPs) and external (tourism grading) standards and procedures are continuously achieved, client disputes / queries are resolved and that the customer experience provided by the hotel is professionally executed in line with Sun International standards and legislative requirements.

• Night Duty Management: Manage and monitor hotel activities on the nightshift, ensuring the smooth running of the hotel and consistent standards of excellence and safety.
• Conduct briefing for all staff during Night Shift.
• Inform all Overnight staff of nightly activities, group and VIP arrivals, special requests and repeat guests.
• Check accommodations, ensure special requests are carried out, greet guests upon arrival and escort to accommodations if appropriate.
• Act as manager on duty for the hotel in the absence of hotel management; deal with complaints, problem solving, disturbances, special requests and other issues.
• Facilitate and be available to ensure the overall smooth running of hotel, promotions, etc., including transport, promotions set-ups, and troubleshooting in various areas.
• Be available on the floor to interact with customers, build relationships, understand expectations and provide a hospitable experience.
• Oversee staff appearance and front of house appearance/ functioning of equipment and systems.
• Maintain operational standards across the property (e.g., housekeeping, maintenance).
• Ensure collateral in public areas is professionally presented.
• Complete shift reports.
• Night Audit: Reconcile revenue against applicable segment rate; reconcile cash against revenue generated per shift; audit, post and balance daily cashier's work for outlets including Rooms and Food & Beverage; monitor customer accounts with attached documentation in line with SOP; reconcile credit card system to daily transaction lists; generate daily activity reports highlighting any areas of concern.
• Front Office Operations: Monitor and verify room status information; review arrival list for arrivals and VIPs; check room allocations, amenities and special requests; oversee and supervise guest arrivals and departures; participate in checking-in and checking-out guests; maintain master key control; supervise debtors, group and individual guest invoicing and cash operations; conduct cash-up procedures; develop and update a comprehensive filing system; coordinate internal audit procedures including pricing policy.
• People Supervision: Supervise staff conditions of employment, identify training needs, perform on-the-job training, supervise employee relations, staff communication and motivation, performance contracting and development, assist in providing resources and removing obstacles to performance, onboarding of new staff.
• Financial Control: Authorise spend in line with budget; report on variances for the department.
• Delivered Customer Experience: Ensure guests are treated with courtesy and respect; interact with guests to provide professional service standards and solutions; handle escalated complaints and disputes; engage with customers to support brand loyalty; be present on the floor during service; conduct staff training on product knowledge and promotions; compile VIP plans to ensure exceptional experiences; provide post-mortem feedback on promotions; ensure shift handover provides insights for VIP visitors; follow up on customer feedback while on site to turn negative experiences into positives.

3 Year Hotel School Diploma or equivalent National Qualification at a Diploma level

• Minimum of 3 years’ experience as a receptionist in a front office environment
• Previous supervisory or duty management experience in a similarly graded star hotel is an advantage

• Ability to work shifts that meet operational requirements (including public holidays, night work and weekends)
• Physically able to stand for extended periods
• Corporate & industry knowledge
• Product knowledge & standards – rooms, facilities, promotions, etc.
• Proficient English written and verbal communication skills
• Accommodation pricing structures
• Proficiency in MS Office Suite, Opera
• Business Acumen
• Basic Financial Acumen
• Night audit procedures

Preference will be given to employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 1998, SISA internal recruitment policy as well as units employment equity plans.