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.

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
•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:
•Matric
•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
•Preference will be given to candidates from Franschhoek and neighbouring areas

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 at check-out and through digital platforms, driving improvements based on this feedback as discussed with Management.
•Ensure that all guest facing teams maintain a professional and polished appearance by adhering to the company dress code.
•Enforce a zero-tolerance disciplinary code, maintaining a high standard of professionalism across the team.
•Work closely with Finance and Reservations teams.
•Drive guest feedback to the relevant teams and schedule training on challenging feedback to improve service delivery.
•Communicate occupancy changes or room moves to all departments to ensure proper staffing and resource allocation.
•Conducting regular training on current and updated SOP’s and additional services implemented.
•Drive the PIT check procedure (Pre/In/Post) to ensure all guest services are delivered accurately.
•Manage the monthly reconciliation of Front Office External Supplier Accounts (external airport transfers etc.)
•Manage O-status (zero balance) and Management Accounts
•Minimize waste and control resources within the front office department.
•Managing the Front Office floats (reception and “Forex”)
•Ensure, enforce and maintain Health and Safety standards