Area/Location: Franschhoek, Cape Town Job Purpose:
The luxury hospitality sector is known for sophisticated escapes and unique guest experiences. This ever-expanding portfolio offers dynamic career opportunities for positive, vibrant, and energetic individuals.
A successful candidate will excel in this role if they are an efficient, solutions-driven individual who enjoys fast-paced and constantly changing challenges. With a passion for exceptional service while maintaining a high degree of operational delivery, no problem is too much trouble in this 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, including e-mail and internet
- Process excellence and service delivery
- Sustainable quality and attention to detail
- Innovation for results
- Initiative and change management
- Teamwork, cross-organisational collaboration, and building high-performance teams
- Ability to manage uncertainty and adapt to changing circumstances
Inherent Requirements: - Grade 12 - Matric Certificate
- Tertiary qualification in Hospitality or Hotel Management
- Valid Drivers License
- Ability to work shifts, including night shifts
- 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 maintaining contact with guests during their stay for updates and feedback
- Address or escalate guest challenges and 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 appearance by adhering to the company dress code
- Enforce a zero-tolerance disciplinary code
- Collaborate closely with Finance and Reservations teams
- Drive guest feedback to relevant teams and follow up with training on challenging feedback
- Communicate occupancy changes to all departments
- Provide training on Front Office Procedures and SOPs
- Drive the 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 (e.g., external airport transfers)
- Manage O-status (zero balance) and Management Accounts, stationary, and Front Office budgets
- Minimise waste and control resources within the department
- Manage the Front Office floats (reception and "Forex")
- Ensure, enforce, and maintain Health and Safety standards
