Duty Manager - The EDITION Hotel Cape Town (Pre-opening)

Additional Information

Job Number26076599

Job CategoryRooms & Guest Services Operations

Location7 East Pier Road, Cape Town, The Western Cape, South Africa, 8001

ScheduleFull Time

**Located Remotely?**N

Position Type Management

JOB SUMMARY

Serves as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided. Documents and works to resolve any guest concerns or property incidents. Manages the flow of questions and directs guests within the lobby. Handles the tracking of service issues.

CANDIDATE PROFILE

Education and Experience

• High school diploma or GED; 4 year’s experience in the guest services, front desk, housekeeping, or related professional area.

OR

• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in the guest services, front desk, housekeeping, or related professional area.

CORE WORK ACTIVITIES

Supporting Property Operations and Guest Relations Needs

• Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.

• Communicates any variations to the established norms to the appropriate department in a timely manner.

• Sends copy of MOD report to all departments on a daily basis.

• Strives to improve service performance.

• Ensures compliance with all policies, standards and procedures.

• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

Supporting Profitability Goals

• Understands and complies with loss prevention policies and procedures.

• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.

• Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.

Managing the Guest Experience

• Intervenes in any guest/associate situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and associate well being is preserved.

• Empowers associates to provide excellent customer service.

• Provides immediate assistance to guests as requested.

• Serves as a leader in displaying outstanding hospitality skills.

• Sets a positive example for guest relations.

• Responds to and handles guest problems and complaints.

• Verifies that associates understand customer service expectations and parameters.

• Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.

• Participates in the development and implementation of corrective action plans to improve guest satisfaction.

• Records guest issues in the guest response tracking system.

Assisting Human Resources Activities

• Observes service behaviors of associates and provides feedback to individuals.

• Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.

• Celebrates successes and publicly recognizes the contributions of team members.

• Conducts disciplinary procedures and documentation according to Standard and Local Operating Procedures (SOPs and LSOPS)

• Understands and, if necessary, implements all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

EDITION Hotels combine the visionary genius of boutique hotelier Ian Schrager, the service delivery of a world-class luxury hotel, and the global reach of Marriott International to create an entirely new experience in the world of hospitality. EDITION delivers the best of both worlds in a delicate balancing act – polish with personality, perfectionism with individualism, and comfort with charisma and charm. The brand targets sophisticated, knowledgeable consumers who understand quality, originality, design, and service excellence, but who want it without limitations – breaking the bounds of convention and demanding an attitude and a feeling wrapped in a package that showcases the exceptional.

But to create this magical experience, we need you. We are looking for outgoing, authentically amazing people who are looking for a place to work that inspires them, challenges them and makes them proud to come to work. A place where service comes from the heart, not from a handbook. A place that delivers a never-ending theatrical performance that continuously delights and enchants each and every one of our guests.

We invite you to join us today. In joining EDITION, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.