Five-Star Duty Manager: Guest Experience Leader

Karen Tupper Recruitment; South Africa; In loco; ZAR 360.000 - 520.000; Tempo pieno

Descrizione del lavoro

A luxury 5* hotel in Cape Town is seeking a professional Duty Manager to oversee guest experiences and uphold exceptional hospitality standards. You will handle guest concerns, coordinate service recovery, and support hotel departments to ensure memorable stays for all guests.

Key responsibilities include managing the guest journey across the hotel, resolving complaints promptly, engaging VIP guests, and maintaining a high profile during breakfast and dinner service while upholding cleanliness

Competenze

• 3+ years' management experience in a hotel environment
• Fluent in English with excellent written and verbal communication
• Well-presented, professional and flexible to meet operational needs
• Strong decision-making and conflict-resolution skills

Mansioni

• Oversee the guest experience across the hotel to ensure service excellence
• Resolve guest complaints promptly and implement recovery plans
• Welcome VIP and returning guests with personalised service
• Maintain a strong presence during breakfast and dinner service
• Conduct regular inspections of guest-facing areas for cleanliness and standards
• Support Front Office and Concierge operations as required
• Monitor guest feedback and online reviews for improvements
• Communicate training needs to management and conduct quality audits
• Promote room upgrades, hotel facilities, loyalty programmes and services
• Assist with risk management and special guest requests

Conoscenze

Guest relations

Service recovery

Leadership

Communication

Formazione

Matric / Grade 12

Hospitality management diploma/degree (advantage)

Strumenti

MS Office

Opera Cloud

Descrizione del lavoro

A luxury 5* hotel in Cape Town is seeking a professional Duty Manager to oversee guest experiences and uphold exceptional hospitality standards. You will handle guest concerns, coordinate service recovery, and support hotel departments to ensure memorable stays for all guests.

Key responsibilities include managing the guest journey across the hotel, resolving complaints promptly, engaging VIP guests, and maintaining a high profile during breakfast and dinner service while upholding cleanliness