Hotel Duty Manager

SUMMARY:
Hotel at a Wine Estate in the Stellenbosch / Brackenfell area is looking for a Duty Manager.
 
The Duty Manager will be focussing on Guest Experience and is the central point of connection across all guest touchpoints from reservation through to post-visit follow-up ensuring seamless, personalised and memorable experiences.
 
This role gathers and filters guest information from multiple outlets to anticipate needs, resolve issues and enhance satisfaction.
 
The Duty Manager will report directly to the Guest Relations Manager.

POSITION INFO:
Duties:
 
Serve as the primary coordinator and communicator between departments to align schedules, share relevant guest information, and support smooth operation of guest services.
Monitor and manage guest information in the CRM, ensuring data is current, filtered appropriately, and leveraged to enhance personalised experiences.
Act as the first point of contact for guest interactions across all touchpoints; anticipate guest needs and follow through to exceed expectations.
Respond promptly and professionally to guest feedback and complaints, ensuring timely resolution and guest satisfaction.
Collaborate closely with Front Office, Reservations, and all operational teams to deliver consistent, high-quality guest experiences.
Compile, develop, and execute innovative guest experience initiatives that foster positive engagement and loyalty.
Ensure the ambiance, presentation, and overall guest environment in all outlets is welcoming and meets brand standards.
Coach and support staff across outlets to maintain high service standards and ensure competency in their guest-facing roles.
Support the implementation of on-the-job training and continuous skills development programs to maximize team effectiveness.
Work with management to review, assess, and improve processes, policies, and service delivery strategies to enhance guest satisfaction.
Maintain a proactive approach toward sustainability initiatives and lead by example in fostering a responsible guest environment.
Handle emergency situations or unexpected issues calmly and efficiently, coordinating with relevant departments as needed.
Provide regular communication and updates to management on guest feedback trends, operational challenges, and opportunities for service improvement.
 
Requirements:
 
Matric
Tertiary qualification in Hospitality or Hotel Management
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
Personal and professional integrity of the highest standard

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