Duty Manager

SUMMARY:
Our Client is looking for a Duty Manager to Join their team

POSITION INFO:
Area/Location: Franschhoek, Cape Town

Job Purpose:

The luxury hospitality sector is known for sophisticated escapes and unique guest experiences. This ever-expanding portfolio offers dynamic career opportunities for positive, vibrant, and energetic individuals.
A successful candidate will excel in this role if they are an efficient, solutions-driven individual who enjoys fast-paced and constantly changing challenges. With a passion for exceptional service while maintaining a high degree of operational delivery, no problem is too much trouble in this 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, including e-mail and internet
• Process excellence and service delivery
• Sustainable quality and attention to detail
• Innovation for results
• Initiative and change management
• Teamwork, cross-organisational collaboration, and building high-performance teams
• Ability to manage uncertainty and adapt to changing circumstances

• Grade 12 - Matric Certificate
• Tertiary qualification in Hospitality or Hotel Management
• Valid Driver’s License
• Ability to work shifts, including night shifts
• 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

• Facilitate a seamless stay for guests through planning of the guest journey and maintaining contact with guests during their stay for updates and feedback
• Address or escalate guest challenges and complaints
• Monitor guest feedback received on check-out and digital platforms, and drive feedback via social media platforms
• 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
• Collaborate closely with Finance and Reservations teams
• Drive guest feedback to relevant teams and follow up with training on challenging feedback
• Communicate occupancy changes to all departments
• Provide training on Front Office Procedures and SOP’s
• Drive the PIT check procedure (Pre/In/Post) and manage guest profiles and preferences obtained through central reservations upon check-in/out
• Manage the monthly reconciliation of Front Office External Supplier Accounts (e.g., external airport transfers)
• Manage O-status (zero balance) and Management Accounts, stationary, and Front Office budgets
• Minimise waste and control resources within the department
• Manage the Front Office floats (reception and “Forex”)
• Ensure, enforce, and maintain Health and Safety standards