DUTY MANAGER - South Africa
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. 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 on check-out and digital platforms and drive feedback via social media platforms Ensure that all guest facing teams maintain a professional and polished look by adhering to the company dress code Enforce a zero-tolerance disciplinary code Work closely with Finance and Reservations teams Drive Guest feedback to the relevant teams and follow up/schedule training on challenging feedback Communicate occupancy changes to all departments Training on Front Office Procedures / SOP’s Driving 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 (external airport transfers etc.) Manage O-status (zero balance) and Management Accounts, the stationary and Front Office budgets Minimize waste and control resources within your 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, including e-mail and internet. Process excellence and service delivery 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: 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
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