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