Duty Manager

**Additional Information** Duty Manager

**Job Number** 22189398

**Job Category** Rooms & Guest Services Operations

**Location** The Westin Cape Town, Convention Square, Cape Town, South Africa, South Africa VIEW ON MAP

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Management
**JOB SUMMARY**

Reporting to the Guest Services Experience Manager, the successful incumbent will be responsible to foster relationships with guests to enhance the guest experience. Display a guest centric approach. Manage the day to day activities and support the Guest Services agent team whilst maintaining exceptional customer service standards in accordance with the hotel and Marriott policies and procedures.

**Required Experience & Qualifications**
- Relevant Hospitality qualification or equivalent
- Minimum 3 years’ experience working in hotel and/ or similar position.
- Minimum 2 years management experience within a similar role.
- Systems Required - OPERA, MGS and GXP, Internet, MS Word/Office, Microsoft excel and Outlook.
- Guest Centric Approach
- Professional and pleasant disposition
- Strong leadership and interpersonal skills essential.
- Strong planning and organizing skills to meet deadlines with regards to operational requirements
- Strong and effective communication, problem solving and decision making skills at all levels essential
- Proven excellent and conflict management skills
- Strong administration skills - payroll input, staff rostering, training
- Ability to work within a pressurized environment
- Quality and customer service driven
- Ability to use Initiative and be proactive and self-motivated
- Ensure that the standards of service excellence and guest satisfaction are met and maintained
- Attention to detail pertaining to area of responsibility
- Maintain a neat, clean and well-groomed appearance as per company standards
- Experience in IR management and disciplinary processes
- Ability to work without supervision and within a team
- Proficiency in Ms Office packages e.g. Word, Excel, Outlook, Micros, Opera
- **Key Responsibilities**
- Ensure that the standards of service excellence and guest satisfaction are met and maintained.
- Effective planning, assigning and delegations of tasks to meet deadlines.
- IR management - ensure disciplinary processes are carried out and adhered to
- Effective communication, problem solving, decision making and conflict management
- Ensure that the standards of service excellence and guest satisfaction are maintained
- Ensure that every guest complaint is handled and solved to the satisfaction of the guest
- Actively champion and oversee all Marriott related issues to both staff and guests.
- Supply and co-ordinate training to all Front of House staff.
- Liaise with other departments and associates to ensure the smooth running of Rooms Division to ensure strong collaboration between Operations Teams
- Elevate Guest Services team to executional excellence

**Consideration will be given to associates complementing our Employment Equity & Transformation Initiatives.
At Westin, we are committed to empowering the well-being of our guests by providing a refreshing environment, thoughtful amenities, and revitalizing programming to help ensure that they leave feeling better than when they arrived. We recognize that travel can be disruptive to our guests’ well-being, and we’re energized to assist as partners in helping them maintain control and soaring above it all while on the road. Everything we do is designed to help guests be at their best, and they appreciate our supportive attitude, anticipatory service and extensive knowledge on how to best assist them throughout their stay. We are looking for dynamic people who are excited to join the team and ready to jump into any situation to give a helping hand. If you’re someone who has is positive, adaptable and intuitive, and has a genuine interest in the well-being of others around you, we invite you to discover how at Westin, together we can rise.