Accommodation Lead

A Farm Shaped Over Time

At Boschendal, work follows the rhythm of the farm – shaped by seasons, people, produce, and care.

Set in the heart of the Cape Winelands, Boschendal is a living farm where hospitality, retail, food, wine, craft, and land come together in experiences that feel warm, generous, and grounded.

Every detail matters: what we grow, make, stock, sell, and share with our guests.

Our Purpose: Regenerating our Future through People & Soil

At Boschendal, regeneration begins with the land and is carried forward by our people. We are a farm with purpose, caring for our soil, nurturing our teams, strengthening our community, and creating meaningful guest experiences through genuine hospitality – all rooted in the future we are shaping together.

Accommodation Lead

The Accommodation Lead is responsible for overseeing the day-to-day operations of all farm-based accommodation and Front Office functions at Boschendal Wine Estate, ensuring a consistently high-quality guest experience from arrival to departure.

While the Housekeeping Hospitality Lead operates independently with their own reporting line, the Accommodation Lead works closely with them to ensure alignment on standards, room readiness, presentation, and guest expectations. The role focuses on operational coordination, quality oversight, and guest experience rather than direct housekeeping management.

KEY RESPONSIBILITIES:

Accommodation Operations

• Oversee the daily operational readiness of all accommodation units.
• Ensure rooms and common areas meet agreed cleanliness, comfort, and presentation standards in collaboration with the Housekeeping Hospitality Lead.
• Coordinate room availability, readiness, and turnaround times to support arrivals and departures.
• Monitor occupancy levels, arrivals, departures, and room allocation.
• Conduct accommodation walkthroughs and quality checks, escalating concerns to the Housekeeping Hospitality Lead where applicable.

Front Office (FOH) Operations

• Lead Front Office operations related to accommodation and guest services.
• Ensure Front Office staff deliver professional, welcoming, and efficient service.
• Maintain high service standards at reception, guest arrival points, and guest contact areas.
• Coordinate Front Office staffing, training, and development.
• Ensure accuracy in guest information, billing, and communication processes.

Guest Relations

• Act as the primary guest-facing leader for accommodation-related matters.
• Ensure a warm, personalised guest experience aligned with the Boschendal brand.
• Handle guest feedback, complaints, and service recovery in coordination with relevant departments.
• Communicate guest feedback related to room standards and cleanliness to the Housekeeping Hospitality Lead for follow-up.
• Manage VIP guests, special requests, and group accommodation arrangements.

Team Leadership

• Lead, train, and manage Front Office and accommodation support teams.
• Manage rosters, attendance, performance, and development for direct reports.
• Foster a guest-focused, service-driven culture through visible leadership.
• Lead by example with a hands-on, detail-oriented approach.

Interdepartmental Coordination

Work collaboratively with the Housekeeping Hospitality Lead to align on:

• Room readiness and turnaround times
• Cleanliness and presentation standards
• Deep-cleaning schedules and seasonal readiness
• Guest feedback and service recovery actions
• Liaise with maintenance and operations teams to ensure accommodation-related issues are resolved promptly.
• Coordinate with food & beverage teams on guest dining bookings linked to accommodation stays.

Compliance & Standards

• Ensure accommodation operations comply with health, safety, and guest service standards.
• Participate in inspections and audits alongside the Housekeeping Hospitality Lead.
• Ensure SOPs related to Front Office and accommodation operations are consistently applied.

Maintenance & Assets

• Identify and report maintenance issues impacting guest experience.
• Coordinate repairs and follow-up with maintenance teams.
• Oversee Front Office supplies, guest amenities, and accommodation-related inventories (excluding housekeeping stock managed by the Housekeeping Hospitality Lead).
• Support cost awareness and operational efficiency within accommodation operations.

ROLE BOUNDARIES & GOVERNANCE (CLARITY STATEMENT)

• The Housekeeping Hospitality Lead does not report to the Accommodation Lead.
• The Accommodation Lead does not conduct performance management, disciplinary action, or scheduling for housekeeping staff.
• The role focuses on coordination, quality oversight, and guest experience alignment.
• Accountability for housekeeping staffing, training, standards, and operational execution remains with the Housekeeping Hospitality Lead.

REQUIREMENTS:

Experience & Skills

• Proven experience in accommodation or Front Office hospitality management.
• Strong guest relations and service recovery capability.
• Experience leading Front Office teams.
• Excellent communication, organisation, and stakeholder management skills.
• Ability to work weekends, public holidays, and peak seasons.

Qualifications (Preferred)

• Qualification in Hospitality, Tourism, or Hotel Management.
• Health & Safety, Guest Service, or First Aid training (advantageous).

Personal Attributes

• Guest-centric, approachable, and professional.
• Collaborative leader with strong attention to detail.
• Confident working cross-functionally without direct authority.
• Calm under pressure with a solutions-driven mindset.
• Comfortable in a farm or rural estate environment.