South Africa: Duty Manager, Luxury Hotel, Cape Winelands posted by HotelJobs

DUTY MANAGER, LUXURY HOTEL, CAPE WINELANDS The Hotel Duty Manager is responsible for ensuring the smooth operation of the hotel on a day-to-day basis, focusing on guest satisfaction, staff management, and operational efficiency. The ideal candidate will have strong leadership skills, excellent problem-solving abilities, and a commitment to providing outstanding guest experiences. 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 SOPs 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 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 Drivers 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 Cape Winelands and neighbouring areas