Guest Services Duty Manager (Sun City) at Sun International

Job Purpose

• The Guest Services Duty Manager is accountable for supervising front of house guest relations desk, porte cochere, portering activities (hotel welcome, valet parking), and luggage services, ensuring that internal (SOP’s) and external (grading) standards and procedures are continuously achieved, client disputes / queries are resolved and that the customer experience provided by the department is professionally executed in line with Sun International standards and legislative requirements.

Key Performance Areas

Shift Supervision

• Put in place staff scheduling and duty allocations to ensure maximum coverage
• Handle shift briefings / handovers / shift reports
• Interact and be present on the floor during service to understand and assist clients with requests, special requirements, recommendations, concerns, resolution of complaints, etc.
• Manage staff appearance and floor appearance/ functioning of equipment and systems for the outlet
• Report and resolve any issues experienced
• Manage the control of vehicles and guest luggage as per SOP for the department
• Complete shift reports
• Facilitate the preparation of luggage labelling; VIP amenities and any special requests for guests visiting the property
• Meet and greet and ensure VIP customers; return customers; guests in high-paying room categories (e.g. Presidential suites); special Occasion customers enjoy exceptional experiences

Supervised Luggage & Parking Services

• Review arrival list for all arrivals and VIPs to check room allocations, amenities and special requests.
• Oversee and supervise guest arrivals and departures at the porte cochere
• Oversee the co-ordination of shuttle services to transport guests across the complex and also to and from locations external to the hotel.
• Conducts the porte cochere to organise transport / luggage arrangements for hotel residents
• Supervise luggage collection and delivery to and from guests rooms (where relevant), ensuring the correct tags are used to label guest luggage
• Arrange storage for packages and luggage as required by guests when checking-out until departure
• Maintain logbooks to monitor luggage stored in the luggage room based on tag number and to record movement of baggage. Report on any unclaimed luggage.
• Oversee the proper use, maintenance and repair of luggage trolleys and other service carts. Initiates requests and follow-ups for repair of trolleys whenever necessary.
• Track and audit logbooks of guest cars and keys to monitor valet parking security
• Co-ordinate and schedule the cleaning and servicing of cars and shuttles used by the hotel
• Complete and keep back-up departmental admin / paperwork – forward any transport billing to front office
• Be a point of contact for hotel residents when arriving and leaving the hotel

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 department
• Staff communication and motivation
• Performance contracting, reviews and development
• Assist in providing resources and removing obstacles to performance
• Onboarding of new staff members

Financial Control

• Authorise spend in line with budget
• Report on any variances for the outlet

Delivered Customer Experience

• 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 tour operators to provide a customer experience within the hotel / on the floor that will support brand loyalty ensuring SI as the brand of choice
• Interact and be present on the floor during service to understand and assist clients with requests, special requirements, recommendations, concerns, resolution of complaints, etc.
• Conduct staff training on product knowledge / promotions (including promotion information, functions, facilities, opening times of restaurants; activities;
• Compile plans and flag VIP guests to ensure their experience during their stay is exceptional; including the smooth movement of VIP’s to and from activities or restaurants; providing different options and activities, including external offerings, personalising their experience
• Provide post-mortem feedback with regards promotions to ensure these are always relevant and effective
• Shift handover ensures that staff have sufficient insights and information with regards VIP customers visiting the property
• Follow up on Customer feedback whilst the customer is still on site to ensure that any negative customer experiences are turned around to a positive experience

Requirements

Education  

• Grade 12
• 3 Year Hotel School Diploma or equivalent National Qualification at a Diploma level is an advantage

Experience

• Minimum of 3 years’ experience as a driver / porter in a front of house environment
• Previous experience in a supervisory or duty management is an advantage

Skills and Knowledge 

Core behavioural competencies 

• Collecting Information
• Team Co-operation
• People Supervision
• Appraising & developing
• Problem-Solving
• Analytical skills
• Attention to detail
• Reviewing / evaluating information and data
• Emotional resilience
• Dealing with Customers (including dealing with conflict)
• Self-driven and presentable
• Valuing Diversity & Inclusiveness
• People supervision

Technical / proficiency competencies

• Corporate & industry knowledge
• Product knowledge & standards – rooms, facilities, promotions, etc.
• Proficient English written and verbal communication skills
• Accommodation pricing structures
• Proficiency in MS Office Suite, Opera 
• Business Acumen
• Basic Financial Acumen
• Night audit procedures
• Knowledge and application of legislation relating to Safety, Health and the environment