Stellenbosch: Duty Manager posted by IntelliStaff

Location: Stellenbosch

Role Overview:

A luxury hospitality group known for sophisticated escapes and unique guest experiences offers dynamic career opportunities to positive, vibrant, and energetic individuals. The Hotel Duty Manager is responsible for ensuring the smooth daily operation of the hotel, with a focus on guest satisfaction, staff management, and overall operational efficiency. This role requires strong leadership, excellent problem-solving abilities, and a commitment to delivering exceptional guest experiences.

Main Responsibilities:

• Facilitate a seamless stay for guests by planning the guest journey and maintaining communication throughout the stay for updates and feedback
• Address and escalate guest challenges or complaints as required
• Monitor guest feedback received at check-out and via digital platforms, driving service improvements in collaboration with Management
• Ensure all guest-facing teams maintain a professional appearance and comply with the company dress code
• Enforce a zero-tolerance disciplinary code to uphold high professional standards
• Collaborate closely with Finance and Reservations teams
• Communicate guest feedback to relevant teams and arrange training based on recurring or challenging feedback
• Communicate occupancy changes or room moves to all departments for accurate staffing and resource allocation
• Conduct regular training on current and updated SOPs and newly implemented services
• Drive the PIT (Pre/In/Post) check procedure to ensure accurate delivery of all guest services
• Manage monthly reconciliation of Front Office External Supplier Accounts (e.g., external airport transfers)
• Manage O-status (zero balance) and Management Accounts
• Minimize waste and control resources within the Front Office department
• Oversee Front Office floats, including reception and forex
• Ensure, enforce, and maintain Health and Safety standards

Experience and Skills:

• Minimum of 3 years of experience as Duty Manager or Assistant Hotel Manager
• Previous 5-star hotel experience advantageous
• Computer proficiency, including Protel and MS Office
• Strong attention to detail and commitment to sustainable quality
• Innovative mindset with a focus on achieving results
• Initiative and ability to act as a change agent
• Strong teamwork, cross-department collaboration, and ability to build high-performance teams
• Ability to manage uncertainty and adapt to changing circumstances

Inherent Requirements:

• Matric
• Tertiary qualification in Hospitality or Hotel Management
• Valid driver’s license
• Ability to work shifts, including night shifts
• High level of personal and professional integrity
• First Aid, Fire Fighting, or Health and Safety certification advantageous
• Preference for candidates from Franschhoek and neighbouring areas