Area/Location: Franschhoek, Cape TownJob Purpose:The luxury hospitality sector is known for sophisticated escapes and unique guest experiences. This ever-expanding portfolio offers dynamic career opportunities for positive, vibrant, and energetic individuals.A successful candidate will excel in this role if they are an efficient, solutions-driven individual who enjoys fast-paced and constantly changing challenges. With a passion for exceptional service while maintaining a high degree of operational delivery, no problem is too much trouble in this environment.Experience and Skills:Minimum of 3 years' Duty Manager or Assistant Hotel Management experiencePrevious 5* Hotel experience would be advantageousComputer skills including proficiency in the use of Protel and MS Office, including e-mail and internetProcess excellence and service deliverySustainable quality and attention to detailInnovation for resultsInitiative and change managementTeamwork, cross-organisational collaboration, and building high-performance teamsAbility to manage uncertainty and adapt to changing circumstancesInherent Requirements:Grade 12 - Matric CertificateTertiary qualification in Hospitality or Hotel ManagementValid Drivers LicenseAbility to work shifts, including night shiftsPersonal and professional integrity of the highest standardCertificate in First Aid/Fire Fighting/Health and Safety would be advantageousPreference will be given to candidates from Franschhoek and neighbouring areasMain Responsibilities:Facilitate a seamless stay for guests through planning of the guest journey and maintaining contact with guests during their stay for updates and feedbackAddress or escalate guest challenges and complaintsMonitor guest feedback received on check-out and digital platforms, and drive feedback via social media platformsEnsure that all guest-facing teams maintain a professional and polished appearance by adhering to the company dress codeEnforce a zero-tolerance disciplinary codeCollaborate closely with Finance and Reservations teamsDrive guest feedback to relevant teams and follow up with training on challenging feedbackCommunicate occupancy changes to all departmentsProvide training on Front Office Procedures and SOPsDrive the PIT check procedure (Pre/In/Post) and manage guest profiles and preferences obtained through central reservations upon check-in/outManage the monthly reconciliation of Front Office External Supplier Accounts (e.g., external airport transfers)Manage O-status (zero balance) and Management Accounts, stationary, and Front Office budgetsMinimise waste and control resources within the departmentManage the Front Office floats (reception and "Forex")Ensure, enforce, and maintain Health and Safety standards