Duty Manager

Job Description

Our client based in Franschhoek, is looking for a Duty Manager to join their team.

You will excel in this role if you have strong leadership skills, excellent problem-solving abilities, and a commitment to providing outstanding guest experiences whilst maintaining a high degree of operational delivery.

• 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 at check-out and through digital platforms, driving improvements based on this feedback as discussed with Management.
• Ensure that all guest facing teams maintain a professional and polished appearance by adhering to the company dress code.
• Enforce a zero-tolerance disciplinary code, maintaining a high standard of professionalism across the team.
• Work closely with Finance and Reservations teams.
• Drive guest feedback to the relevant teams and schedule training on challenging feedback to improve service delivery.
• Communicate occupancy changes or room moves to all departments to ensure proper staffing and resource allocation.
• Conducting regular training on current and updated SOP’s and additional services implemented.
• Drive the PIT check procedure (Pre / In / Post) to ensure all guest services are delivered accurately.
• Manage the monthly reconciliation of Front Office External Supplier Accounts (external airport transfers etc.)
• Manage O-status (zero balance) and Management Accounts
• Minimize waste and control resources within the front office department.
• Managing the Front Office floats (reception and “Forex”)
• Ensure, enforce and maintain Health and Safety standards

Requirements

Benefits

No live-in accommodation

Requirements

Minimum of 3 years Duty Manager or Assistant Hotel Management experience Previous 5