Duty Manager

2 weeks ago


Worcester, Western Cape, South Africa Gillian Barber Recruitment Full time
Overview

This is a beautiful 5-star hotel and vineyard located in the magnificent Cape Winelands region.

To ensure top-notch guest satisfaction and the seamless operation of the Hotel and Manor House.

WHAT'S MY ROLE?

  • Manage Hotel and Manor House duty shifts
  • Support the Front Office Manager with Reception tasks as needed
  • Maintain cleanliness in public areas
  • Orient guests with property and room information
  • Offer concierge services such as reservations, bookings, and transfers for guests
  • Coordinate with team members to ensure a cohesive guest experience
  • Address and follow up on maintenance issues promptly
  • Perform property inspections as necessary
  • Complete reports and administrative tasks
  • Update property management system with guest movements
  • Ensure accurate capture of invoice and billing details
  • Assist in enhancing guest feedback scores
  • Adhere to service and quality standards and aim for excellence
  • Promote all property services and facilities
  • Anticipate and respond to guest needs, complaints, and feedback for maximum satisfaction
  • Attention to detail in all aspects of guest experience
  • Resolve complaints promptly following company policies
  • Cultivate positive guest relationships for high customer satisfaction
  • Participate in relevant training and property meetings
  • Adhere to people management policies, promote open communication, and handle cash and Company property responsibly
  • Know and abide by all policies, health, safety, and statutory standards
  • Maintain a professional appearance according to company guidelines
  • Address misconduct per company disciplinary code
  • Accomplish reasonable requests as needed

PERSONAL REQUIREMENTS

  • Hands-on leadership style, setting an example for the team
  • Keen observation and attention to detail
  • Excellent hosting skills
  • Strong communication skills with both team members and guests
  • Efficient workload management
  • Display creativity and an organized approach
  • Enthusiastic, fun-loving, and energetic
  • Advocate for training and development
  • Financial acumen

QUALIFICATIONS & WORK EXPERIENCE

  • Previous experience in a 5-star hotel or property
  • Solid background in customer service
  • Great knowledge of wine, food, and beverages

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