DUTY MANAGER – FRANSCHHOEK – WESTERN CAPE

Tych Business Solutions; Franschhoek; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A hospitality management company in Franschhoek is seeking an experienced Duty Manager. The successful candidate will ensure seamless guest experiences, handle guest feedback and complaints, and oversee front office operations. Ideal candidates will have a minimum of 3 years in hotel management, particularly in a 5-star establishment. Proficiency in Protel and Microsoft Office is essential. The role requires strong leadership skills and the ability to work shifts, including nights.

Qualifications

• Minimum of 3 years Duty Manager or Assistant Hotel Management experience.
• Previous 5* Hotel experience would be advantageous.
• Valid Driver’s license is required.

Responsibilities

• Facilitate a seamless stay for guests through planning the guest journey.
• Deal with and escalate guest challenges or complaints.
• Manage the monthly reconciliation of Front Office External Supplier Accounts.

Skills

Attention to detail

Teamwork

Innovation

Education

Tertiary qualification in Hospitality or Hotel Management

Matric

Tools

Protel

MS Office

Job description

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

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