DUTY MANAGER

Cape Town, Western Cape
Permanent
Full-time

16 days ago

You will excel in this role if you are an efficient, solutions driven individual, who enjoys fast paced and constantly changing challenges. With a passion for exceptional service whilst maintaining a high degree of operational delivery, no problem is too much trouble in your environment.Experience and skills:

Minimum of 3 years Duty Manager or Assistant Hotel Management experience
Previous 5* Hotel experience would be advantageous
Computer skills including proficiency in the use of Protel and MS office
Sustainable quality and attention to detail
Innovation for results
Initiative and change agent
Teamwork, cross organisational collaboration and building high performance teams
Managing uncertainty (ambiguity) and adaptability

Inherent Requirements:

Matric
Tertiary qualification in Hospitality or Hotel Management
Valid Driver’s license
Ability to work shifts including night shift.
Personal and professional integrity of the highest standard
Certificate in First Aid/Fire Fighting/Health and Safety, would be advantageous
Preference will be given to candidates from Franschhoek and neighbouring areas

Main Responsibilities:

Facilitate a seamless stay for guests through planning of the guest journey and making contact with guests during their stay for updates/feedback
Deal with and or escalate guest challenges/complaints
Monitor guest feedback received at check-out and through digital platforms, driving improvements based on this feedback as discussed with Management.
Ensure that all guest facing teams maintain a professional and polished appearance by adhering to the company dress code.
Enforce a zero-tolerance disciplinary code, maintaining a high standard of professionalism across the team.
Work closely with Finance and Reservations teams.
Drive guest feedback to the relevant teams and schedule training on challenging feedback to improve service delivery.
Communicate occupancy changes or room moves to all departments to ensure proper staffing and resource allocation.
Conducting regular training on current and updated SOP’s and additional services implemented.
Drive the PIT check procedure (Pre/In/Post) to ensure all guest services are delivered accurately.
Manage the monthly reconciliation of Front Office External Supplier Accounts (external airport transfers etc.)
Manage O-status (zero balance) and Management Accounts
Minimize waste and control resources within the front office department.
Managing the Front Office floats (reception and “Forex”)
Ensure, enforce and maintain Health and Safety standards

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