Duty Manager

2 days ago

Stellenbosch, South Africa IntelliStaff Full time

Location: StellenboschRole Overview:A luxury hospitality group known for sophisticated escapes and unique guest experiences offers dynamic career opportunities to positive, vibrant, and energetic individuals. The Hotel Duty Manager is responsible for ensuring the smooth daily operation of the hotel, with a focus on guest satisfaction, staff management, and overall operational efficiency. This role requires strong leadership, excellent problem-solving abilities, and a commitment to delivering exceptional guest experiences.Main Responsibilities:Facilitate a seamless stay for guests by planning the guest journey and maintaining communication throughout the stay for updates and feedbackAddress and escalate guest challenges or complaints as requiredMonitor guest feedback received at check-out and via digital platforms, driving service improvements in collaboration with ManagementEnsure all guest-facing teams maintain a professional appearance and comply with the company dress codeEnforce a zero-tolerance disciplinary code to uphold high professional standardsCollaborate closely with Finance and Reservations teamsCommunicate guest feedback to relevant teams and arrange training based on recurring or challenging feedbackCommunicate occupancy changes or room moves to all departments for accurate staffing and resource allocationConduct regular training on current and updated SOPs and newly implemented servicesDrive the PIT (Pre/In/Post) check procedure to ensure accurate delivery of all guest servicesManage monthly reconciliation of Front Office External Supplier Accounts (e.g., external airport transfers)Manage O-status (zero balance) and Management AccountsMinimize waste and control resources within the Front Office departmentOversee Front Office floats, including reception and forexEnsure, enforce, and maintain Health and Safety standardsExperience and Skills:Minimum of 3 years of experience as Duty Manager or Assistant Hotel ManagerPrevious 5-star hotel experience advantageousComputer proficiency, including Protel and MS OfficeStrong attention to detail and commitment to sustainable qualityInnovative mindset with a focus on achieving resultsInitiative and ability to act as a change agentStrong teamwork, cross-department collaboration, and ability to build high-performance teamsAbility to manage uncertainty and adapt to changing circumstancesInherent Requirements:MatricTertiary qualification in Hospitality or Hotel ManagementValid drivers licenseAbility to work shifts, including night shiftsHigh level of personal and professional integrityFirst Aid, Fire Fighting, or Health and Safety certification advantageousPreference for candidates from Franschhoek and neighbouring areas

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