Service Manager

Franschhoek Wine Tram is a leading player in the tourism and hospitality industry, dedicated to providing exceptional guest experiences. We take pride in delivering top-notch service and creating unforgettable memories for our guests. We are now seeking a passionate and experienced Service Manager to join our dynamic team.

As a Service Manager at the Franschhoek Wine Tram, you will be responsible for ensuring the highest level of guest satisfaction through effective leadership and service excellence. You will play a pivotal role in managing and enhancing our customer service operations to maintain our reputation as a premier destination in the tourism and hospitality sector.

Responsibilities

• Lead, mentor, and motivate a team of service professionals, including front desk staff, concierge, and guest services.
• Develop and implement service standards and procedures to ensure consistent, top-quality guest experiences.
• Monitor and evaluate guest feedback, addressing any issues promptly and proactively.
• Collaborate with other departments to optimize the guest journey and ensure seamless service delivery.
• Manage the training and development of staff, fostering a culture of excellence and continuous improvement.
• Oversee scheduling, staffing, and performance evaluations to maintain high service standards.
• Handle guest inquiries, complaints, and special requests with professionalism and efficiency.
• Maintain an up-to-date knowledge of industry trends, competition, and best practices.

Requirements

• Proven experience in a managerial role within the tourism and hospitality industry.
• Exceptional interpersonal and communication skills.
• Strong leadership abilities and a track record of motivating teams to achieve high standards.
• Proficiency in hotel or hospitality management software is a plus.
• Outstanding problem-solving skills and the ability to handle challenging situations with grace.
• A passion for delivering exceptional customer service.
• Good working proficiency in MS Office / Excel.
• High proficiency in verbal and written English & Afrikaans.
• Ability to deliver high impact facilitation/presentations.
• Own transport and drivers licence.
• Five years experience within a similar role.
• Lives in Franschhoek, Stellenbosch, Paarl or willing to relocate.

Education

• Bachelor's degree in Hospitality Management, Business Administration, or a related field (preferred).
• Tertiary qualification in training and hospitality

Job Type: Full-time

Ability to commute/relocate:

• Franschhoek, Western Cape 7690: Reliably commute or planning to relocate before starting work (Required)

Language:

• English (Required)

Work Location: In person