Job Title: Duty Manager

Section A

A.1. Post Identification

Place of Work Thaba Eco Hotel

Department Front Office
Number of Posts 4

A.2. Location of Post in Organogram

Immediate Supervisor
- Job Title Owners/Members
Immediate Supervisor
- Job Title General Manager
Immediate Supervisor
- Job Title Front Office Manager

*Attached is a copy of the approved organogram.

Section B

Job Purpose, Duties and responsibilities of the post.

B.1. Job Purpose

Duty Managers are primarily responsible to ensure that Front Office shifts are run efficiently, always providing
outstanding guest service, assisting all Front Office staff and maintaining a calm, professional and safe environment in
the hotel at all times.

Main role and responsibility is Guest welcome, registration, check out and billing. Following Standard Operating
Procedures in an organised and proactive manner whilst ensuring guest satisfaction through exceptional service and
professionalism.

B.2. Duties of the Post

Number Duties / Tasks Frequency

Check cleanliness of the Hotel Reception as well as public areas, including waiting area
outside the reception and parking area.
Ensure that the maintenance is in order in Hotel reception and public areas.
Ensure that all staff are in correct uniform and have the correct appearance in line with
company standards and uniform policy.
Check on all reservations for the day of arriving guests. Preparing registration cards and
ensuring that they are complete and information accurate ahead of guest arrival.
Professional check in with guests ensuring that all relevant signatures and accompanying
documentation is received.
Ensure that all monies received for booking have been received and are allocated correctly
on the booking system for all guests arriving.
Co-ordinate with all departments concerned in order to maintain Front Office functions
properly and requests carried out correctly ensuring the guest stay is well organised and
coordinated.
Ensure that all special requests listed on booking as well as requested while in house are
carried out with the highest level of service and in line with company standards.
Handle guest complaints and other related problems and report on the Assistant Manager’s
log/handover book.
Assist receptionists, switchboard operators and porters when they are busy.

Arranging guest shuttles and transport as well as any tours.

Report any maintenance issues discovered or reported in the rooms and ensure that these
are timeously carried out.
Answer guests’ enquiries, handles complaints and attend to the needs of the guests.
 Assist with any Hotel Room lock and safe problems.

Authorise charges to be made for late departures and/or compliments on them.

Promote and maintains good public relations.

Process guest payments made while on shift and cash up at end of shift ensuring all monies
received can be accounted for.
Motivate and maintain good staff relations.

Maintains and be guided by hotel policy on credit/lost and found hotel guest’s properties.

Follow up on credit check report, liaise with financial manager.

Process night audit at the end of the late shift.

Responsible for front office operation during the absence of Front Office Manager.

Discuss all matters that needed follow up with the next shift Manager.
Monitor the security systems and report all issues or concerns immediately to senior
management and security company.
Other
Perform all such duties in relation to the business of the Company as may from time to
time be vested in or assigned to them by the Company.
Adhere to all Thaba Eco Hotel Policies and Procedures.

B.3. Authority of the Post

This outlines the authority of the jobholder must make decisions or to take independent action without reference to a
supervisor. Limits of authority may also be included (e.g. not permitted to.)

Permitted Not Permitted

Enforce company policies and procedures
Ask for support from Senior and Top management
See to the company’s best interests at all times
Appoint or dismiss staff without consent from the owners.
Disclose any confidential information pertaining to Thaba
Eco Hotel or any of its guests or employees.
Discount rates or offer anything complimentary without
notifying the FO Manager.

Section C

Job Specification

Skills relevant to a job included education or experience, specialised training, personal characteristics or
abilities.

C.1. Essential Requirements of the Post

State the minimum education, qualifications and experience that are required to perform the job
competently.

Qualifications Diploma in Hospitality Management

Experience Minimum of two years’ experience in similar
position. Should be familiar with basic
computer skills as well as the Opera booking
system. Telephone or Switchboard systems
experience. Saflok system experience.
Knowledge, Skills & Abilities Public relations
Adaptability
Professionalism
Courtesy
Conflict resolution
Project management
Supervision
 Leadership
Problem solving
Decision making
Customer service
Communication
Resilience
Resourcefulness
Attention to detail
Personal Attributes Good leadership skills
Customer service
Requirements for position Able to work irregular hours, weekends and
public holidays.
Able to negotiate
Cheerful and pleasing disposition.
Be approachable
Pleasant personality
Must be willing to work under tight deadlines
Possess company values

C.2. Physical Requirements of the Post

Requirement While performing the duties of this job, the

employee is required to hear, listen and talk.

This role requires the employee to walk and

be able to carry equipment.

C.4. Special Conditions attached to the Post

Conditions Shift Work

Weekend Work
Public Holiday Work
Overtime