Duty Manager

Location: Stellenbosch

Role Overview:

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 drivers 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