Duty Manager

21 hours ago

Cape Town, South Africa Newmark Hotels Full time

**Job Advert Summary**:
To ensure the smooth running of Front Office operations by proactively managing guest needs, handling service challenges, and maintaining high standards in line with company policies and five-star service expectations. Act as the Manager on Duty during after-hours and ensure operational continuity across all departments.

**Minimum Requirements**:

- Proven ability to work under pressure and in fast-paced environments.
- Excellent verbal and written communication skills in English.
- Strong interpersonal and conflict-resolution abilities.
- High attention to detail and excellent organizational skills.
- Willingness to work shifts, including evenings, weekends, and public holidays.
- Sound knowledge of hospitality systems is advantageous.

**Duties and Responsibilities**:
**Guest Experience & Service Excellence**
- Provide exceptional guest service and respond promptly to guest queries, requests, and complaints.
- Personally manage all VIP guest arrivals and departures, ensuring their experience is seamless and memorable.
- Promote guest satisfaction through direct interaction, problem resolution, and consistent communication.
- Uphold a five-star standard of service across all touchpoints during every shift.

**Team Leadership & Staff Management**
- Supervise Reception, Switchboard, Guest Services, Porters, Drivers, and Travel Desk staff.
- Act as the senior point of contact for all staff after hours in the absence of department heads.
- Lead and motivate the Front Office team to ensure high morale, productivity, and guest focus.
- Support the training, onboarding, and development of new staff.
- Monitor team grooming, punctuality, and adherence to operational standards.

**Operational Oversight**
- Ensure all shifts are adequately staffed, and manage scheduling adjustments as needed.
- Oversee group check-ins and check-outs in accordance with group and company protocols.
- Manage and verify daily Front Desk floats, banking, and accurate Night Audit reporting.
- Ensure checklists and handovers are completed and comprehensive each shift.
- Maintain a clean, organized, and guest-ready Front Desk and lobby area.

**Administration & Compliance**
- Monitor workplace compliance with health, hygiene, and safety regulations.
- Ensure accurate handling of billing, invoicing, and cash operations for individual and group accounts.
- Enforce hotel policies and assist with staff discipline in accordance with HR protocols.
- Review daily arrivals, room allocations, amenities, and guest special requests.

**Interdepartmental Coordination**
- Liaise effectively with Housekeeping, Maintenance, Reservations, and F&B teams to ensure smooth operations.
- Ensure up-to-date knowledge of hotel services, events, facilities, pricing, and local area attractions.
- Ensure accurate reporting and tracking via the Travel Desk spreadsheet.

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