Hotel Operations Supervisor at Lakowe Lakes Golf & Country Estate

A Hotel Operations Supervisor to oversee the operations of, and provide strategic direction for a boutique hospitality facility: “The Corporate Lodge and Cottages” (“The Facility”). Comprising conference and banqueting facilities, upscale accommodation and wellness programmes and activities, the Facility is located within Lakowe Lakes Golf and Country Estate The overarching objective is to operate the Facility as a preferred destination for mid-sized events and relaxation destination with a strong focus on wellness programmes for an upscale and exclusive clientele; establishing a robust base of satisfied customers; and optimizing the limited offering of the pilot phase to create a profitable business that also adds value and diversity to the activities of Lakowe Lakes Golf and
Country Estate as a whole. The Operations Manager will be involved in all aspects of the Facility’s operations.

Operations

• Plan activities and allocate responsibilities to achieve the most efficient operating model.
• Set clear objectives and supervise service delivery at all levels.
• Manage budgets; analyze and interpret financial information and monitor sales and profits.
• Present periodic financial and operating reports to the Management
• Communicate directly with customers when appropriate (Offer information, address their complaints, find solutions to problems etc).
• Update, communicate and manage all Operational Standard Operating Procedures between all departments and businesses

Maintenance and Repairs

• Schedule and implement proactive maintenance e.g. fumigation, painting, routine inspections of properties
• Ensure functionality of lighting, air conditioning, furniture fittings, plumbing works, and overall building structure are operating properly to provide expected service to guests.
• Escalate, follow-up and close out on all building structural issues with the Mixta Facilities team at Lakowe Lakes Golf and Country Estate
• Maintain a set of duplicate keys and power cards for all properties. Ensure that these keys are available to the office on request
• Work closely with the Hospitality maintenance team to ensure power, Internet and DSTV issues are
• completed before the arrival of check-in guests.
• Inspect, report and close out on issues in all checked out properties. Issues may include theft, breakages or wear and tear
• Contract and supervise repairs and maintenance works
• Develop and manage accommodation maintenance and housekeeping budgets External and Internal Client Relationships Management
• Develop required relationships with homeowners in the rental pool
• Address all homeowners’ enquiries and complaints
• Liaise with prospective homeowners- provide draft Terms and Conditions, schedule and attend show around of other Rental pool properties, discuss and close out on homeowner’s subscription of the Rental pool
• Develop strong relationship with the Facility team in Lakowe Lakes Golf and Country Estate
• Update and communicate the Rental Pool Furnishing requirements list as required
• Execute exemplary customer service to drive customer satisfaction and loyalty by assisting the Rental pool homeowners and monitor their satisfaction during and after onboarding into the Rental Pool.
• Hand hold the homeowners by providing furnishing guidance throughout the Rental pool onboarding process
• Communicate in a timely manner, all required repairs to the respective homeowner
• Adhere to all legal terms outlined in the Terms and Conditions communicated to each homeowner. Especially terms pertaining to expenses
• Develop appropriate and strategic relationships with other homeowners outside the Rental Pool

Reporting and Record Keeping

• Keep accurate records of all homeowner property inventory
• Conduct routine checks of property inventory
• Keep accurate and timely record of all use of each property
• Communicate monthly “Reservations Report” to homeowners on the 25th of each month
• Process homeowner monthly payments on the 25th of each month. The goal is to pay the homeowner before the 2nd of the following month.
• Maintain accurate database of all homeowners’ contact details and information
• File and maintain records of all legal documents for the Rental pool
• Report monthly expenses made on each property to management
• Track and report feedback from guests regarding the Rental pool
• Co-ordinate records of maintenance history and ensure that cyclical maintenance jobs and records are maintained up to date
• Timely communication of out of order rooms to the Operations Team
• Generate monthly activity operations reports

Knowledge Requirements

Knowledge Requirements Skill Requirements Personal Abilities

• Knowledge of Property
• Maintenance
• Knowledge of reporting on
• Microsoft Excel and Power Point
• Time Management
• Interpersonal Skills
• Analytical Ability
• Meeting Management
• Report Writing
• Emotional Intelligence
• Strong Communication Skills
• Confidentiality
• Objectivity
• Attention to Detail
• Integrity
• Emphatic
• Strong Negotiation and Conflict
• Resolution Strategy

Job Specifications

Educational Requirements Professional Requirements Experience Requirements
Bachelor’s Degree Not Applicable Minimum of 2-3 years’ experience in a

similar role

Working Conditions

• The Job holder would be expected to work 5 days a week. However, in some cases weekends and public holidays.
• The role is office based however the post holder will often be required to conduct inspections and supervise maintenance and housekeeping at the Rental Pool properties.
• The role requires timely phone and seldom physical communication with the homeowners on weekdays and on weekends.