Duty Manager
5 months ago
Overview
This is a stunning 5* hotel and vineyard in the Cape Winelands.
To ensure optimal guest satisfaction and the smooth running of the Hotel and Manor House.
**WHAT’S MY CONTRIBUTION?**
- Hotel and Manor House duty management shifts
- Assist the Front Office Manager with Reception shifts and duties as and when required
- Ensure public areas are regularly serviced
- Guest’s property orientation and rooming
- Provide a concierge service to our guests, making necessary reservations, bookings, transfers etc.
- Liaise with fellow team members ensuring all aspects of the guest experience is well coordinated
- Report and follow up on all maintenance issues at both the Hotel and Manor House in a prompt and timeous manner
- Property site inspections as and when required
- Completion of necessary reports and administrative duties
- Updating of property management system according to guest movements and traces
- Invoice and billing items are accurately captured
- Assist the hotel Management Team with improving on guest feedback scores
- Awareness of service and quality standards, and continuously strive for their achievement
- Awareness and upselling of all services and facilities on the property
- Monitor, anticipate and react to guests’ needs, complaints and feedback, ensuring maximum guest satisfaction
- Attention to detail in all aspects of the guest experience
- Take prompt action to resolve complaints according to company policy
- Build positive relationships with guests, ensuring customer satisfaction
- Attend all relevant training sessions as and when required
- Attend all property meetings as and when required
- Comply with management of people policies - fairness and honesty, promotion of open communication e.g. feedback, new ideas and suggestions etc.
- Correct handling of cash and Company property
- Have a clear working knowledge of all the policies and adhere to them at all times
- Uphold all health and safety and statutory standards and attend training sessions
- Appearance of team members is in accordance with company policy and procedures
- Address misconduct in line with the company disciplinary code
- Carry out any reasonable requests asked of you
**PERSONAL CRITERIA**
- Practical, hands-on approach and leads by example, providing clear direction and guidance to the Team
- Excellent observation skills/attention to detail in all aspects of your role and responsibilities
- Strong hosting skills.
- Excellent communication skills (team and guests alike).
- Manage workload efficiently and effectively
- Creative.
- Organised and structured approach.
- Energy and passion with a sense of fun.
- Training champion
- Financial awareness
**QUALIFICATIONS & EXPERIENCE**
- Experience within a 5* hotel/property.
- Strong background in customer service.
- Excellent wine, food and beverage knowledge.
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