Reports To: General Manager

Area of Responsibility: All operational areas 

including the Technical Department, Food & Beverage Operations, Reservations, Guides, Curio Shops, Cleaning, Landscaping, Marketing & Promotions

Responsible For: Ensuring that the staff operate the highest level of safety and

guests satisfaction

Requirements : National Senior Certificate/Grade 12

: Degree/B tech in Mechanical Engineering or any

: Business management related qualification.

: Strong Operations and Technical skills.

: Hospitality experience will be added advantage.

: Excellent computer skills (incl. Microsoft)

: Excellent verbal and written skills.

: Planning and follow through on all work-related activities.

: Accurate and precise attention to detail.

: Ability to multitask, prioritize and manage time efficiently.

: Health and safety experience.

: HR/ ER experience up to chairing of disciplinary enquiries.

: Entrepreneurial spirit.

: Certificate of fitness.

Scope and General Purpose

To control, manage and maintain operational standards of the departments under your control, and to ensure that all departments adhere to the prescribed Company & Client standards and that the highest levels of guest and staff satisfaction are always achieved.

To ensure the implementation, maintenance, monitoring and training of staff in front and back of house procedures and ensuring that the highest level of internal and external guest satisfaction is achieved and upheld

Maintain operating and service standard levels, in keeping with Company & Client expectations by means of monitoring the staffs performance levels.

Key Performance Areas

1. Customer Satisfaction

• To report and where possible act for any customer or clients complaint or compliments.
• Have sound, hands on experience in the technical field such as , electrical work, fitting and turning, plumbing and overall insight / experience in hospitality property management systems.
• Strive in the achievement of total customer satisfaction by ensuring that every customer is given polite, friendly, and personal service.
• Ensure that all departments are standardised in terms of service to guests.
• Strive for nil customer complaints.
• Turn customer complaints and potential negative customers into positive ones.
• Actively promote and market your business by continually liaising with the Marketing service providers.
• Implement and monitor all marketing initiatives.
• Liaise on an interpersonal level with all guests (internal and external)
• Oversee the monitoring of the guest levels with prompt and efficient service control.
• Ensure all guests are greeted on arrival and departure.
• Oversee and management of customer queuing on busy days.
• Handle operations phone as and when required.
• Handle email and telephonic enquiries.
• Ensure that the highest standards of safety, cleanliness, tidiness and hygiene is maintained in all areas including but not limited to public areas, function venues, restaurants, viewpoints, grounds, and parking areas.

Duties and Quality of Work

• To stand in for the General Manager when required to do so in his absence.
• To ensure that highest level of accuracy is achieved in the sales.
• To ensure that the required levels of operating equipment and stationery is always maintained.
• To oversee revenue collections, ordering of change and to handling of change to the outlets.
• To ensure that the and all associated systems is being operated in line with safety and procedural protocols at all times.
• To ensure that downtime of the operations is kept to an absolute bare minimum.
• To ensure that internet and network connectivity is always uninterrupted.
• Manage and coordinate the conceptualisation, design, and implementation of marketing and promotional initiatives for the property.
• Oversee the arrangements and payment of Trade Shows.
• Oversee marketing initiatives, send artwork through to relevant marketing platforms
• Preparation and authorisation of purchase orders for departments.
• Oversee all training initiatives.
• Take ownership of the sales for the property and achieve all targets.
• Ensure that the prescribed levels of service are maintained.
• Ensure that no staff are employed or terminated unless according to agreed Company policies.
• Interview applicants for positions advertised.
• Filling of HR documents on staff files.
• Ensure that all department employees are trained in principles of customer and service management, and that these standards are consistently applied.
• Ensure that all operational equipment is in good working order.
• To ensure that all areas under your control are clean and tidy as is always reasonably practical according to the instructions laid down by management.
• To ensure that all equipment surfaces, and work areas are in a clean and safe working condition and to report to management any defects or malfunction of equipment.
• To carry out any reasonable request by management in the functioning of the smooth operations of the outlets.
• To prepare and assist at any special functions, which may also sometimes be out of normal working hours.
• Ensure that time and attendance registers are kept up to date to maximise salaries efficiencies.
• Ensure timeous delivery of orders once placed.
• Be on hand during always to monitor standards of service and presentation.
• F&B shortages not to exceed R1000-00 per month
• F&B Wastage not to exceed R1000- per month
• Conduct daily inspections of front and back of house to ensure that all areas are ready for service, meeting the required standards and are running efficiently.
• Be familiar with the operation for all departments under your control.
• Responsible for relevant department revenues, welfare, training, expense control, operating equipment, direct costs, departmental payroll, and other expenses to achieve set budget targets.
• Recommends design, content, and price structure for in- house printed matter (menus and promotional activities).
• Implements correct and smooth changeover of new tariffs, menus, and wine lists.
• Ensure that no staff are employed or terminated unless according to agreed company policies.
• Ensure that par levels regarding staffing are always met.
• Compile and present to the General Manager monthly reconciliations of actual staffing levels in all outlets versus established and authorised par levels.
• Ensure that all departmental rosters are approved and published by the 10th of each month. This includes the Management roster.
• Ensure that off days carried forward are brought down to a maximum of two per staff member per month. I.e., The maximum number of off days accrued is two at any time.
• Monitors regular stock takes of operating equipment, food, beverages, and that prescribed cost of sales targets are met consistently.
• Ensure that the daily, weekly, and monthly reports are handed in prior to the deadlines as explained and acknowledged by you.
• Ensure that all HR and IR problems are correctly handled
• Efficient and proper filing systems.
• Ensure budgets are adhered to and variances to the budget to be explained in detail to the General Manager.
• Efficient and structured communication (including the following all matters affecting operation of the department/staffing issues, strategies, goals and plans regarding the company Zargodox at Hartbeespoort, all relevant financial matters, good ideas, periodic reporting of financial data and relevant matters relating to financial information), upward, downward, and lateral. This to be included by the 10th of each month, a monthly report.
• Ensure that a documented one on one process is implemented and maintained monthly with all the Managers in all Departments.
• Cleaning & maintenance schedules in all outlets adhered to and managed.
• Monthly minuted general staff meetings in all outlets. Minutes to be forwarded by the 15th of each month to the General Manager.
• All aspects of the Occupational Health & Safety Act are adhered to and an average of at least 85% rating to be maintained at any given time.
• Ensure that all stocks are maintained to adequate levels according to Company standards, including safety equipment, spares, tools, uniforms and operating equipment.
• Conduct daily inspections of front and back of house to ensure that all areas are ready for service, meeting the required standards and are running efficiently.
• Be familiar with the operation for all departments under your control.
• Recommends design, preventative maintenance, cost saving and regular maintenance schedules.
• Implements correct and smooth operation of the operations with regards to utilities, safety and station operations.
• Monitors regular stock takes of operating equipment, PPE, tools and detergents and that prescribed cost targets are met consistently.
• Ensure that the daily, weekly and monthly reports are handed in prior to the deadlines as explained and acknowledged by you.
• Ensure that all HR and IR problems are correctly handled
• Efficient and proper filing systems.

People Management

• Ensure that staff are rostered according to the business requirements.
• To motivate staff.
• Ensure training and development of NQs and other beverage related training needs are implemented in conjunction with the Training Department.
• always Ensure enough staff levels.
• Effective control of timekeeping in terms of reporting for duty, breaks and end of shifts.
• Monitor and ensure that all timesheets as well as Payroll is up to date and done correctly
• Ensure that time sheets are handed in to Payroll on time and are correct.
• Ensure that the staff are aware of all products and trained accordingly.
• Ensure disciplinary standards are maintained.
• Follow and uphold the proper channels of communication.
• To uphold the mission, vision, and values of Zargodox and the parent Company.
• Lead your team by communicating and motivating individuals effectively and drawing everyone into the team.
• Effectively communicate standards to your team.
• Hold daily briefing meetings with the members of your team.
• Build team spirit by actively encouraging pride, passion, and integrity in all communication with your team.
• Actively address all issues relating to non-adherence of Company standards.
• Ensure that every team member is given a fair and objective performance review quarterly and any agreed action is effectively followed.
• Ensure that all staff are informed of responsibilities and procedures. To discipline any staff under your control and report any incident of misconduct, absenteeism, or lateness to the General Manager.
• To ensure that all relevant information and procedures are conveyed to staff either via memorandum or staff meeting.
• Monthly appraisals of staff and time control management.
• Monthly meetings with staff and motivation.
• Lead by example, ensure in that all members of the team wear clean uniform whilst on duty.
• Demonstrate an upfront t approach ensuring optimum time is spent in customer service areas be on hand to assist during peak hours.
• Ensure that you are correctly dressed in the required uniform.

Communication

• Ensure that regular meetings are held with staff within the Department.
• Set objectives and targets for all staff within the Department.

Cost Control

• Optimise all profitability and efficiency of the unit.
• Achieve the stipulated profit percentage set for the Company while maintaining quality of standards.
• Initiate and implement actions appropriate to the achievement of the budget.
• Monitoring variance levels and wastage as well as reconciling of these levels.
• Ensure that all sales, cash or otherwise is accounted for.
• To remain within the budget and variance levels set out by Zargodox.
• To continually strive to exceed the sales target.
• Ensure that ongoing promotions throughout the year in your department with the objective of increasing revenues in accordance with the authorised promotions plan for the outlets.

Company Requirements:

• Ensure that all rules, regulations, and directives of Company are adhered to.
• Conform to Company policies by ensuring that the policies applicable to the unit are implemented and enforced.
• To ensure that all actions carried out by employees are that pertaining to the Basic Conditions of Employment Act and Labour Relations Act.
• Ensure that all staff receive hygiene, health, safety, and fire training to the standard laid down by the Company, and that the procedures and policies pertaining thereto are always adhered to.
• All aspects of the Occupational Health & Safety Act are always adhered to and an average of at least 85% rating to be maintained.
• Attend training courses from time to time / as and when deemed necessary by Senior Management.
• Achieve at least the pass mark percentage on training courses attended.
  • Liaise with Operational Surveillance regularly checking that all operational procedures are being adhered to. Where necessary, ensure corrective action is taken for staff.
  • Ensure that a weekly cleaning programme for all outlets is in place, following up on a regular basis. Liaise with Public Areas where necessary.
  • Liaise with contractors (e.g., hygiene) ensuring contract agreements are maintained, doing spot checks when required.
  • Be familiar with the staff handbook, house rules fire and security procedures and ensure that these are enforced.
  • Report any incidents of theft, fraud, loss, injury, or fire to the General Manager immediately once occurred or noticed.
  • Written handover to be done with an HOD before you endeavour to go on off days, leave or a period of absence. A copy to be forwarded to the General Manager.
  • Regular cook offs monthly of all items in all kitchens.
  • Ensure that regular, constructive communication is maintained with the departments in Zargodox to ensure that all requirements for the operation are met.
  • Ensure that leave schedules and off day schedules for the managers and HODs is managed and maintained in such a way as to prevent lapses within the operation.
  • Carry out any reasonable request by the General Manager.