Manager-in-Trining

The incumbent is required to oversee and direct activities on floor and manage the floor employees as well as ensure customer satisfaction.

NATURE & SCOPE

• Reporting to the Floor Manager on duty, the Manager-in-Training is generally responsible for assisting the Floor Manager with the efficient functioning of the Club and maintaining a high level of customer service.
• The incumbent is responsible for ensuring that all feedback, from guests/members - whether negative of positive; is recorded and addressed in order to meet/exceed their expectation.

• The incumbent must be pleasant, approachable and professional while ensuring every guest/member has a memorable Five Star experience.

• The incumbent should be well groomed, professionally attired and maintain exemplary levels of behavior and personal hygiene at all times, thereby establishing the standards for line staff. 

GENERAL ACCOUNTABILITIES

• Monitor and record staff attendance and make necessary changes and adjustments in instances of absenteeism
• Oversee floor operations and ensure that the floor is kept in a tidy and organized fashion.
• Present a shift reports at the end of their respective shift.
• Analyze and solve customer queries.
• Ensure that key areas of the premises are in a satisfactory state at the beginning and at end of shifts.
• Ensure that all machinery is in a ready condition for customers before and after shifts.
• Strategically assign staff to various points of contact on the floor.
• Facilitate staff with shift request forms.
• Enforce all the Company’s policies and procedures.
• Monitor all relevant departments associated with the floor, ensuring peak performance in their various capacities.
• Complete monthly performance incentive score sheets.

MINIMUM REQUIREMENTS

• Minimum 3 years’ experience in a service or hospitality environment
• Degree in Management/Hospitality Management or similar from a recognized institution
• Must be customer service oriented - certification in customer service would be an asset.
• Proficient in the use of computers (MS Office, Outlook, PowerPoint & Excel)
• Excellent verbal and written communication skills
• Excellent problem solving skills
• Ability to write clear reports
• Ability to perform arithmetical calculations
• Ability to handle and resolve conflict effectively
• Ability to work under pressure and as part of a team.
• Police Certificate of Good Character
• Flexible to work day and night shifts including Public Holidays