About Company
Road Lodge Tembisa is a proud member of the City Lodge Hotel Group, a leading name in South Africa’s hospitality industry known for providing comfortable, reliable, and value-driven accommodation. We are committed to offering our guests a pleasant and hassle-free stay, delivered with a warm South African welcome. At Road Lodge Tembisa, we pride ourselves on our efficient service, clean rooms, and friendly staff, striving to be the preferred choice for both business and leisure travellers seeking affordable quality.
Job Description
We are seeking an experienced and dynamic Hotel Manager with a strong focus on Guest Operations to lead our vibrant team at Road Lodge Tembisa. This pivotal full-time role is responsible for the overall success and seamless functioning of our hotel’s guest-facing departments, including the Front Office, Housekeeping, and Guest Relations. You will be the driving force behind creating an unforgettable guest experience, ensuring every interaction reflects our unwavering commitment to exceptional service and genuine South African hospitality.
This role demands a proactive leader with a keen eye for detail, a passion for service excellence, and a proven ability to inspire, manage, and develop diverse teams. You will champion our brand standards, optimize operational efficiency, and contribute significantly to our hotel’s profitability by fostering a culture of continuous improvement and paramount guest satisfaction. From overseeing daily operations to implementing strategic initiatives, your leadership will directly impact our reputation and guest loyalty. This is more than just a job; it’s an exciting opportunity to shape memorable moments for our guests, cultivate a high-performing team, and advance your career within a reputable hotel group in a dynamic and ever-evolving environment.
Key Responsibilities
- Lead, mentor, and motivate a diverse team of hotel professionals across various departments (Front Office, Housekeeping, Guest Services) to deliver exceptional service and achieve operational goals.
- Oversee the entire guest journey from pre-arrival to post-departure, ensuring seamless check-ins, comfortable stays, and efficient check-outs, handling all guest feedback with professionalism and urgency.
- Implement and maintain rigorous quality control standards for all guest-facing services, ensuring cleanliness, comfort, and compliance with brand standards and health & safety regulations.
- Manage departmental budgets, control operational costs, and identify opportunities for revenue generation and profitability improvement within guest operations.
- Develop and execute strategies to enhance guest satisfaction scores (e.g., NPS, online reviews), actively analyzing feedback and implementing corrective actions where necessary.
- Coordinate with sales, marketing, and revenue management teams to ensure alignment on promotions, occupancy targets, and guest expectations.
- Oversee staff scheduling, training, performance reviews, and professional development plans, fostering a positive and productive work environment.
- Act as a visible and approachable leader, regularly interacting with guests to gather feedback and anticipate their needs, resolving any issues promptly and effectively.
- Ensure all hotel facilities and services are maintained to the highest standards, coordinating with maintenance and external suppliers as needed.
- Uphold and champion the company's values and service philosophy, ensuring they are embedded in daily operations and team culture.
Required Skills
- Minimum of 5 years of progressive experience in hotel management, with at least 2 years in a management role focused on guest operations.
- Demonstrated strong leadership and team management skills, with the ability to motivate and develop staff.
- Exceptional customer service orientation and problem-solving abilities.
- Solid understanding of hotel operational procedures, including front office, housekeeping, and guest services.
- Proficiency in hotel management software (PMS) and Microsoft Office Suite.
- Excellent verbal and written communication skills in English.
- Proven ability to manage budgets and drive financial performance.
- Strong organizational skills and attention to detail.
Preferred Qualifications
- A diploma or degree in Hospitality Management or a related field.
- Experience with Opera PMS or similar industry-standard property management systems.
- Multilingual abilities, particularly in local South African languages.
- First Aid and Fire Safety certification.
Perks & Benefits
- Competitive salary package and performance-based incentives.
- Comprehensive health and wellness benefits.
- Opportunities for professional development and career growth within a leading hotel group.
- Staff discounts on accommodation across the City Lodge Hotel Group properties.
- A dynamic and supportive work environment.
- Contribution to a provident fund.
How to Apply
If you are a passionate and experienced hospitality professional ready to take on a leadership role, we encourage you to apply. Please click on the application link below to submit your detailed CV and a cover letter outlining your relevant experience and why you are the ideal candidate for this position.