Guest Services Duty Manager

Sun International•Sun City, AZ

3d•Onsite

About The Position

The Guest Services Duty Manager is accountable for supervising the front-of-house guest relations desk, porte cochere, portering activities (hotel welcome, valet parking), and luggage services. This role ensures that internal (SOPs) 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.

Requirements

Grade 12
3 Year Hotel School Diploma or equivalent
Minimum of 3 years’ experience as a driver / porter in a front of house environment
Proficient English written and verbal communication skills
Proficiency in MS Office Suite, Opera
Basic Financial Acumen
Knowledge and application of legislation relating to Safety, Health and the environment

Nice To Haves

National Qualification at a Diploma level is an advantage
Previous experience in a supervisory or duty management is an advantage

Responsibilities

Supervise staff scheduling and duty allocations to ensure maximum coverage.
Handle shift briefings, handovers, and shift reports.
Interact with guests on the floor to assist with requests, special requirements, recommendations, concerns, and complaint resolution.
Manage staff appearance, outlet appearance, and the functioning of equipment and systems.
Report and resolve any operational issues.
Manage the control of vehicles and guest luggage as per departmental SOP.
Complete shift reports.
Facilitate luggage labeling, VIP amenities, and special requests for guests.
Meet and greet VIP customers, returning customers, guests in high-paying room categories, and special occasion customers to ensure exceptional experiences.
Review arrival lists 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 coordination of shuttle services for guests.
Conduct the porte cochere to organize transport and luggage arrangements for hotel residents.
Supervise luggage collection and delivery to and from guest rooms, ensuring correct tagging.
Arrange storage for packages and luggage as required by guests.
Maintain logbooks to monitor luggage stored in the luggage room and record baggage movement.
Report on any unclaimed luggage.
Oversee the proper use, maintenance, and repair of luggage trolleys and other service carts.
Initiate requests and follow-ups for repair of trolleys.
Track and audit logbooks of guest cars and keys to monitor valet parking security.
Coordinate and schedule the cleaning and servicing of cars and shuttles used by the hotel.
Complete and maintain departmental administrative paperwork, forwarding any transport billing to front office.
Act as a point of contact for hotel residents when arriving and leaving the hotel.
Supervise staff conditions of employment, including attendance, absenteeism, leave, and adherence to policies and procedures.
Identify employee training needs.
Perform on-the-job training and coaching to close developmental gaps and build succession.
Supervise employee relations within the department.
Manage staff communication and motivation.
Conduct performance contracting, reviews, and development.
Assist in providing resources and removing obstacles to performance.
Onboard new staff members.
Authorize spend in line with budget.
Report on any variances for the outlet.
Ensure guests are treated with courtesy and respect at all times.
Interact with guests and provide professional service standards and solutions.
Handle escalated complaints, disputes, and suggestions.
Engage with customers and tour operators to provide a customer experience that supports brand loyalty.
Conduct staff training on product knowledge and promotions.
Compile plans and flag VIP guests to ensure their experience during their stay is exceptional.
Provide post-mortem feedback with regards to promotions.
Ensure staff have sufficient insights and information regarding VIP customers visiting the property during shift handover.
Follow up on customer feedback whilst the customer is still on site to ensure negative experiences are turned around.