DUTY MANAGER Full Time

Our Client is known for sophisticated escapes and unique guest experiences. Its ever-expanding luxury hospitality portfolio offers dynamic career opportunities to positive, vibrant and energetic individuals

You will excel in this role if you are an efficient, solutions driven individual, who enjoys fast paced and constantly changing challenges. With a passion for exceptional service whilst maintaining a high degree of operational delivery, no problem is too much trouble in your environment.

Experience and skills:

• Minimum of 3 years Duty Manager or Assistant Hotel Management experience
• Previous 5* Hotel experience would be advantageous
• Computer skills including proficiency in the use of Protel and MS office, including e-mail and
• Process excellence and service delivery
• Sustainable quality and attention to detail
• Innovation for results
• Initiative and change agent
• Teamwork, cross organizational collaboration and building high performance teams
• Managing uncertainty (ambiguity) and adaptability

Inherent Requirements

• Grade 12- Matric Certificate
• Tertiary qualification in Hospitality or Hotel Management
• Valid Driver’s license
• Ability to work shifts including night
• Personal and professional integrity of the highest standard
• Certificate in First Aid/Fire Fighting/Health and Safety, would be advantageous
• Preference will be given to candidates from Franschhoek and neighboring areas

Main Responsibilities:

• Facilitate a seamless stay for guests through planning of the guest journey and making contact with guests during their stay for updates/feedback
• Deal with and or escalate guest challenges/complaints
• Monitor guest feedback received on check-out and digital platforms and drive feedback via social media platforms
• Ensure that all guest facing teams maintain a professional and polished look by adhering to the company dress code
• Enforce a zero-tolerance disciplinary code
• Work closely with Finance and Reservations teams
• Drive Guest feedback to the relevant teams and follow up/schedule training on challenging feedback
• Communicate occupancy changes to all departments
• Training on Front Office Procedures / SOP’s
• Driving PIT check procedure (Pre/In/Post) and manage guest profiles and preferences obtained through central reservations upon check-in/out
• Manage the monthly reconciliation of Front Office External Supplier Accounts (external airport transfers )
• Manage O-status (zero balance) and Management Accounts, the stationary and Front Office budgets
• Minimize waste and control resources within your department
• Managing the Front Office floats (reception and “Forex”)
• Ensure, enforce and maintain Health and Safety standards