Duties:
 
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
 
Requirements:
 
Matric
Tertiary qualification in Hospitality or Hotel Management
Minimum of 3 years Duty Manager experience
Previous 5* Hotel / Lodge experience
Computer skills
Sustainable quality and attention to detail
Innovation for results
Initiative and change agent
Teamwork, cross organisational collaboration and building high performance teams
Personal and professional integrity of the highest standard
Certificate in First Aid / Fire Fighting / Health and Safety would be advantageous

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