Supporting Hospitality Departments and Operations
* Undertake Night Auditor responsibilities for reconciling and recording the financial transactions of the day and associated elements.
* Perform Duty Manager shifts as required to maintain the highest level of service.
* Proactively and as per schedule support the Head of F&B, Head Chef, Head of Guest Relations, Housekeeper and Wellness Supervisor in the establishment and development of a market leading operation.
Represent Louma Farm and Retreat as an Ambassador to support and drive its operation and PR, supporting the drive for continued development and enhancement, and empowering the interaction with Guests as a Retreat forerunner for visual, physical and sensual experience.
1. Finance & Governance
Comply with Financial Procedures across the operation in terms of procurement, administration, stock handling, use of resources, personnel utilisation, and other aspects for a benchmark operation.
Activate reports for all financial transactions related to the Guest services from Property Management System, Point of Sale, and other CRM, and report / communicate as required in a timely and accurate manner.
Monitor and audit stocks as required for continued uninterrupted and high standard operations; recording and re-ordering stocks and transferring or making procurement requests as necessary.
Create invoices, bills, and checks for vendors, employees, and contractors.
Prepare Monthly Reports on status of designated responsibilities, providing detail on performance, recommendations / suggestions and risks / mitigation.
Identify competent and compliant contracts / suppliers / service providers / innovation to increase efficiency and reduce overheads.
2. Duty Manager
Accept responsibility as a Competent Person in the implementation of the company's Health & Safety Policy, and support leadership of its development and implementation for the safeguarding of the team, Guests and third-parties on the site or linked to its operations.
Accept and oversee the overall site safety and service when Duty Manager in-charge as per schedules and RAMs and SOPs. Ensuring staff across all Departments are attending to duties and responsibilities in the prescribed manner.
Address comments, complaints and queries from Guests and perspective Guests to the highest standard; if unable to address directly then ensuring the appropriate Team member is connected to respond in a timely manner.
Through a comprehensive understanding of the operational, mechanical, electrical, plumbing and utilities address queries and issues, with the implementation of approved contingency actions as policy.
Taking primary lead of Emergency Action Procedures across First Aid, Fire, Evacuation of other incidents; assessing situation and taking responsibility of further actions. Subsequent reporting or checking that required reporting has been undertaken.
Oversee site security, locking-up, opening-up, check-lists.
Ensure compliance of GDPR across all operations related to internal, external and Guest interactions.
Ensure all required scheduled inspections or checks have been carried out for stocks, equipment, maintenance, legislation / regulation and order.
Handle late check-ins, early check-outs, and respond to guest inquiries and requests.
Schedule wake-up calls and manage other concierge services.
Be primary point of contact for receiving complaints, suggestions, incidents, etc, to either address or coordinate for timely attention and action from the appropriate colleague or Department.
Ensure all end-of-day activities are completed by other departments
Take responsibility for the central Guest resources and their proactive promotion, storage, upkeep, cleanliness, maintenance, booking, e.g. buggies, bikes, Land Rovers, hides, Braai Area, wellingtons, umbrellas, torches, etc
Ensure all areas are clean, tidy and presentable to a high standard;
3. Health & Safety
Accept responsibility as a Competent Person in the implementation of the company's Health & Safety Policy. Ensure the highest levels of Health & Safety are followed, complying with all Standard Operating Procedures, Risk Assessments, Operations Manuals, taking every effort to practice due care.
Identify and issues related to the building, site, facilities or services and report immediately to Line Manager.
Ensure all required signage, barriers / screens, lifting, working-at-height, additional team support and other measures are organised / mobilised in advance, utilised as required and demobilised to maximize efficiency and comply with Health and Safety requirements.
Ensure correct storage and management of chemicals as per COSHH around site
Ensure implementation of the approved Waste Action Plan for all categories across departments.
4. Other Requirements
Weekend, evening and night work to satisfy the responsibilities. Inclusive of maximum 3 night-shifts per week working at site as Duty Manager.
Ensure / check all third-parties / casuals are inducted with RAMs for site H&S prior to access to site, and that daily Sign-In and Sign-Out procedures are followed
Establish the culture or warm and welcoming communication between Guests and Louma Team for the enhancement of satisfaction and also for effective feedback / reporting of comments, issues and observations
Undertake other reasonable duties as requested by the Management
Essential Experience :
2 years experience in a similar hospitality role
Strong customer service, problem-solving, and multitasking abilities.
Familiarity with accounting and facilities management software.
Driving License
Essential Training
First Aid
Fire Marshall
COSHH
Manual Handling
APLH (Award for Personal License Holder)
WSET 2