Hotel Duty Manager

HAZENDAL WINE ESTATE; Stellenbosch; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A renowned hotel and guest experience provider in Stellenbosch is looking for a Hotel Duty Manager to enhance guest satisfaction and ensure seamless experiences. This role will coordinate across various departments, manage guest information, and drive innovative engagement initiatives. Ideal candidates should have strong communication skills and experience in guest relations. Join a team committed to delivering memorable experiences.

Qualifications

• Strong communication skills and ability to interact with guests professionally.
• Experience in guest relations and handling complaints effectively.
• Ability to manage information in a CRM system.

Responsibilities

• Serve as the primary coordinator between departments to ensure smooth operations.
• Monitor guest information in CRM and enhance personalized experiences.
• Act as the first point of contact and respond to guest feedback.

Job description

We are Hiring a Hotel Duty Manager

The Duty Manager (will be focussing on our guest Experience and is the central point of connection across all guest touchpoints from reservation through to post-visit follow-up ensuring seamless, personalised, and memorable experiences. This role gathers and filters guest information from multiple outlets (Wonderdal, Golf, Events, Hotel, F&B) to anticipate needs, resolve issues, and enhance satisfaction. The Guest Experience Lead enhances guest profiling and curates the CRM system to ensure guest data is accurate and actionable, driving targeted and meaningful guest interactions.

The Duty Manager will report directly to the Guest Relations Manager.

• Serve as the primary coordinator and communicator between departments (Wonderdal, Golf, Events, Hotel, F& B, Spa) to align schedules, share relevant guest information, and support smooth operation of guest services.
• Monitor and manage guest information in the CRM, ensuring data is current, filtered appropriately, and leveraged to enhance personalised experiences.
• Act as the first point of contact for guest interactions across all touchpoints; anticipate guest needs and follow through to exceed expectations.
• Respond promptly and professionally to guest feedback and complaints, ensuring timely resolution and guest satisfaction.
• Collaborate closely with Front Office, Reservations, and all operational teams to deliver consistent, high-quality guest experiences.
• Compile, develop, and execute innovative guest experience initiatives that foster positive engagement and loyalty.
• Ensure the ambiance, presentation, and overall guest environment in all outlets is welcoming and meets brand standards.
• Coach and support staff across outlets to maintain high service standards and ensure competency in their guest-facing roles.
• Support the implementation of on-the-job training and continuous skills development programs to maximize team effectiveness.
• Work with management to review, assess, and improve processes, policies, and service delivery strategies to enhance guest satisfaction.
• Maintain a proactive approach toward sustainability initiatives and lead by example in fostering a responsible guest environment.
• Handle emergency situations or unexpected issues calmly and efficiently, coordinating with relevant departments as needed.
• Provide regular communication and updates to management on guest feedback trends, operational challenges, and opportunities for service improvement.