Duty Manager – Franschhoek – Western Cape

Main Responsibilities

• Facilitate a seamless stay for guests through planning of the guest journey and contacting 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
• 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

• 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

• 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