Service Manager
Franschhoek, Sudáfrica
1d ago
source : jobomas

Position : Service managerType : PermanentLocation : Franschhoek, Western CapeSalary : Competitive salary package commensurate with experienceFranschhoek Wine Tram is currently searching for a service manager for its expanding tourism-

based business located in the Cape Winelands.The role of the service manager is to ensure a superior guest experience, manage the relationship with partner wine estates and ensure the successful management of service staff to deliver on required standards.

Areas of responsibility include : Responsible for the overall guest experience while on the tourManage and train service staff in the delivery of world-

class customer serviceEnsure that service quality and standards meet expectations on a day-to-day basisDevelop and maintain good working relationships with the 27 partner wine estatesAct as the main point of contact for the partner wine estates (you will be expected to deal with tasting room staff all the way through to the GM's of the respective wine estates)Attend meetings with partner wine estates to resolve issues or make requestsLook at ways of improving the service and guest experience Handle guest complaints (in person and via email)Directly engage with guests while on the service answering questions and receiving feedback Develop service staff training materials and conduct training sessionsAct as duty manager when the operations manager is off dutyMaintain a prominent level of visibility and involvement throughout the operationCarry out spot checks periodically to ensure service staff are performing at expected levelsEnsure special guests, like disabled people, elderly, children and VIPs, receive personalized servicesAnalyse guest feedback from online reviews and suggest ways to improve ratingsGenerate a weekly service report to be sent out to the team as an update on current activities including a guest feedback sectionHiring requirements : At least five years of applicable management experience in the hospitality or tourism industryMust be able to speak and write English clearly and distinctlyComputer literateMatriculated with distinctionHave a degree or diploma in a related fieldFlexible work schedule including working weekendsKnowledge of wine a plusPlease ensure that you provide the following information with your resume : Start and end dates for all employment (with contact details)Present remunerationAny written references that you have availableRecent photographRequirements Skill requirements : Problem solving skillsNegotiating skillsInterpersonal skillsLeadership skillsTraining and coaching skillsVerbal reasoning skillsCommunication skills (written and verbal)People management skills

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