Luxury Hotel Duty Manager - Guest Experience & Ops Lead

JVR Software; Wes-Kaap; Sur place; ZAR 420 000 - 640 000; Plein temps

Résumé du poste

JVR Software in South Africa seeks an experienced Front Office Manager to lead guest relations and ensure exceptional service across the hotel. You will drive guest satisfaction, manage VIP arrangements and coordinate across departments.

Requirements include a minimum of 2 years in hotel management at a 4-5 star property, a hospitality diploma or degree, strong service recovery skills, excellent English, and the ability to work evenings, weekends, and holidays.

Qualifications

• Minimum 2 years of management experience in a similar role within a 4 or 5 star hotel.
• Recognised hospitality diploma or degree preferred.
• Strong guest relations and service recovery skills.
• Sound judgement and confident decision-making in a busy hotel environment.
• Excellent communication and interpersonal skills, with strong English.
• Fluency in an additional foreign language advantageous.
• Proficiency in Opera PMS and Microsoft Office.
• Strong understanding of hotel operations, outlets, facilities and services.
• Ability to manage conflict and challenging situations with respect and confidence.
• Strong planning, organisational and administrative skills, with close attention to detail.
• Ability to prioritise, multitask and work across departments.
• Strong relationship-building, stakeholder management and team leadership.
• High standards of personal grooming, professionalism and service etiquette.
• Flexibility to work shifts, including evenings, weekends and public holidays.

Responsabilités

• Maintain a visible presence throughout guest areas, including restaurants, public spaces and conference facilities.
• Deliver warm, personalised and attentive service throughout the guest journey.
• Coordinate thoughtful arrangements for VIP guests, returning guests and special celebrations.
• Address guest concerns promptly, implement recovery plans within 24 hours and ensure guest satisfaction.
• Build positive relationships with guests, agents and internal teams.
• Support Front Office, Concierge and other departments during peak service periods.
• Conduct regular spot checks of public areas and coordinate corrective action to maintain standards.
• Monitor guest feedback and online reviews, encourage feedback and identify opportunities to improve reputation.
• Assist with risk management and guest communication during incidents or emergencies.
• Coordinate lost and found enquiries with Security and keep guests informed.
• Work with departmental managers on service improvements and staff training.
• Encourage upselling of rooms, facilities and F&B outlets.
• Uphold company values, brand expectations and service standards.
• Undertake additional duties as needed.

Connaissances

Management experience

Guest relations

Communication skills

Decision making

Conflict management

Planning & organisation

Team leadership

Shift flexibility

Attention to detail

Etiquette & grooming

Formation

Hospitality diploma/degree

Outils

Opera PMS

Microsoft Office

Description du poste

JVR Software in South Africa seeks an experienced Front Office Manager to lead guest relations and ensure exceptional service across the hotel. You will drive guest satisfaction, manage VIP arrangements and coordinate across departments.

Requirements include a minimum of 2 years in hotel management at a 4-5 star property, a hospitality diploma or degree, strong service recovery skills, excellent English, and the ability to work evenings, weekends, and holidays.