The Service Manager at Rose Amer is responsible for overseeing all aspects of guest services to ensure the highest standards of hospitality and satisfaction. This role involves managing the front office, housekeeping, and guest relations departments, ensuring seamless operations, and enhancing guest experiences. The Service Manager will lead a team of dedicated staff, focusing on delivering personalized and memorable experiences for all guests.

1. Guest Services Management:

• Oversee the day-to-day operations of the front office, housekeeping, and guest relations departments.
• Ensure that all guest inquiries, requests, and complaints are handled promptly and efficiently.
• Maintain a high standard of service and hospitality in all guest interactions.

2. Team Leadership:

• Lead, train, and mentor a team of service staff, fostering a positive and collaborative work environment.
• Conduct regular performance evaluations and provide ongoing feedback and development opportunities.
• Schedule and manage staff to ensure optimal coverage and service delivery.

3. Operational Efficiency:

• Develop and implement standard operating procedures (SOPs) to ensure consistent service delivery.
• Monitor and analyze operational performance, identifying areas for improvement and implementing corrective actions.
• Ensure compliance with all hotel policies, procedures, and safety standards.

4. Guest Experience Enhancement:

• Anticipate and address guest needs, providing personalized services to enhance their stay.
• Implement guest feedback mechanisms and utilize insights to continuously improve service quality.
• Coordinate with other departments to ensure a seamless and cohesive guest experience.

5. Quality Control:

• Conduct regular inspections of guest rooms, public areas, and back-of-house to ensure cleanliness and maintenance standards are met.
• Work closely with the housekeeping team to address any issues and maintain high cleanliness standards.
• Ensure all amenities and services meet the expectations of a premium boutique hotel.

6. Financial Management:

• Assist in the preparation and management of departmental budgets.
• Monitor expenses and implement cost-control measures without compromising service quality.
• Identify opportunities for revenue enhancement and cost savings.

7. Vendor and Inventory Management:

• Oversee the procurement of supplies and equipment for the front office and housekeeping departments.
• Manage relationships with vendors and negotiate contracts to ensure cost-effectiveness and quality.
• Maintain accurate inventory records and ensure timely replenishment of supplies.

• Education: Bachelor’s degree in Hospitality Management, Business Administration, or a related field.
• Experience: Minimum of 5-7 years of experience in hotel operations, with at least 3 years in a supervisory or managerial role.

Skills:

• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Proficiency in hotel management software and MS Office Suite.
• Strong problem-solving and decision-making abilities.
• Exceptional organizational and time-management skills.