Hotel Duty Manager (Cape Town)

Job Purpose

The Hotel Duty Manager is responsible for the monitoring, management and delivery of the customer experience and product offerings by internal employees, business partners and concessionaires across the hotel operation ensuring that internal (SOP) and external (grading) standards and procedures are continuously achieved, client disputes / queries are resolved and that the customer experience provided within the designated areas / departments are professionally executed in line with Sun standards and legislative requirements.

Key Performance Areas

Deliver Sites Business Plan

• Develop sites objectives and deliverables in line with departmental strategyCompile and update the sites events calendar, sites index and roadmap for the business unit
• Facilitate the communication and implementation of sites deliverables
• Conduct risk analyses i.t.o impact on short term profit marginsProvide clear delegation of authority and accountability for deliverables
• Collaborate with Banqueting to complete a competitor analysis of events and conferencing facilities in property catchment areas including pricing comparisons
• Conduct product performance analyses / reviews and make recommendations to address opportunities and gaps
• Motivate new product and service enhancements based on client feedback
• Communicate plans and information around VIPs visiting the resort to relevant staff and stakeholders within the unit
• Develop and monitor the customer experience for all clients attending site inspections and educationals, to ensure they are “Wowed”
• Manage the contract, registration and maintenance of the sites vehicle
• Conduct analyses and report on site inspection statistics around business acquisition and forecasted view of business from travel agents, DMC, Tour operators, etc.
• Prepare communication around business forecasts viz the Newsflash for the benefit of the events team, Group Sales team and marketing
• Align plans with EE, SD and procurement transformation strategies which contribute towards BBBEE targets being achieved for the property

Compliance Management

• Collaborate with tenants and service providers to review standard operating procedures and service level agreements to be achieved
• Implement sufficient control measures (including systems and processes) & checks within each department to mitigate any risk to the business.
• Conduct weekly walkabouts of all front of house and back of house areas to monitor SHE and standards compliance
• Facilities are maintained in accordance with group and unit standard operating procedures and reflect the attributes of the brand
• Maintains records on licencing entitlements and compliance management
• Monitor audit results for all operations including service providers and business partners and address any non-compliance
• Monitor the storage of stock and operating equipment and processes
• Collaborate with various stakeholders across the operation to address and resolve areas of concern and enhance standards from an overall facilities management and customer experience perspective

Customer Experience Management

• Ensures that guests are treated with courtesy and respect at all times
• Interact with guests and provide professional service standards and solutions
• Handle any escalated complaints, disputes and suggestions as required
• Engage with customers and provide a customer experience on the floor that will support brand loyalty ensuring SI as the brand of choice
• Be present on the floor during service / promotions or functions
• Conduct staff training on product knowledge / promotions (including promotion information, functions, facilities, etc)
• Monitor customer feedback on various omni-channels to understand and resolve any challenges being experienced; and where necessary manage the resolution of customer queries and complaints from the various channels; ensuring all customers receive a response and feedback
• Make recommendations of improvements to products and service offerings in line with trends in the industry ensuring that the product offerings are innovative and fresh

People Supervision

• Supervise staff conditions of employment, e.g. attendance, absenteeism, leave, adherence to policies and procedures
• Identification of employee training needs
• Perform on the job training and coaching to close developmental gaps and build succession for a talent pipeline within the outlet
• Supervise employee relations within the hotel
• Staff communication and motivation
• Performance contracting, reviews and development
• Assist in providing resources and removing obstacles to performance
• Onboarding of new staff members

Stakeholder Relationship Management

• Provides relevant guidance and support to operational teams and stakeholders
• Maintain relationships with service providers and business partners ensuring there is alignment on service requirements and standards
• Informs department / staff of information required to perform the duties and relevant operation effectively
• Communicates department’s objectives, standards and operating procedures to internal and external service providers as per SLA
• Communicates any special guest requirements or events to other relevant operating departments
• Provides feedback and reports back to Unit management on the performance, progress and challenges within the various business areas including F&B, housekeeping, maintenance, etc.

Education

• Grade 12
• 3-Year Hotel School Diploma or National Qualification at a Diploma level

Experience

• Minimum of 3 years’ experience as an receptionist in a front office environment
• Previous experience in a supervisory or duty management role in a similarly graded star hotel is an advantage.

Skills and Knowledge

• Analytical skills
• Attention to detail
• Working with information (agreements, laws, regulations, statistics)
• Reviewing / evaluating information and data
• Decision-making
• Planning
• Influencing & Advising skills
• Emotional resilience
• Customer centric
• Networking and relationship building
• Innovation & continuous Improvement

Equity

Preference will be given to employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 1998, SISA internal recruitment policy as well as units employment equity plans.