Duty Manager - Guest Experience

About the role

The Duty Manager is responsible for the guest experience at the hotel, creating unforgettable moments and acting as the link between guests and agents. The role guides other department managers on guest experience matters and supports them in risk or crisis situations. It is a full-time position.

Key responsibilities

• Ensure corrective action on guest complaints through recovery plans, starting with immediate acknowledgment and resolution within 24 hours
• Maintain and improve guest experience across all areas of the hotel, including special celebrations for Welcome Back and VIP guests
• Build relationships with agents and ensure guests highlighted by agents are met and given feedback
• Manage the guest interchange programme and identify training needs for the Front Office department
• Support the Concierge team when needed and act as liaison with the Security Manager on lost and found items
• Drive online feedback, guest questionnaires and guest feedback, and attend breakfast and dinner services
• Complete monthly LQA audits, spot checks of guest-facing areas and any reasonable duties assigned by the Guest Experience Manager
• Implement recovery plans to minimise revenue loss, encourage upselling of rooms, facilities, outlets and the chauffeur vehicle, and promote the All-Loyalty programme

Required profile

• Grade 12 or equivalent is a prerequisite
• At least 3 years of management experience, preferably in a 5-star environment
• Hospitality management diploma or degree is advantageous
• Good command of written and spoken English; fluency in a foreign language is advantageous

Required skills

• MS Office Suite (Word, Excel, PowerPoint) and Opera Cloud
• Guest relations, sales and time and workflow management
• Guest satisfaction, decision-making, conflict resolution and teamwork