Duty Manager

Company Description

Mantis is a leading, conservation-focused hotel group with eco-lodges, waterways, and curated eco-resorts located all over the world. Sustainable travellers have been enjoying eco-tourism, safaris, and adventure travel with Mantis since 2000. Rooted in conservation, Mantis pursues sustainable business practices and develops tourism products that are respectful of the environment and communities in which they operate. Whether small and intimate or vast and complex, on a sweeping African plain, beach-side escap,e or bustling city, each is an exceptional place for guests to find themselves. While uniquely different in the experiences they offer, all are linked through a collective obsession to be extraordinary, to be rare in a world that mass-produces sameness.

Job Description

As Duty Manager, you will be responsible for overseeing daily resort operations and ensuring exceptional guest experiences at Hawar Resort by Mantis. The ideal candidate will have a strong background in hospitality management, excellent problem-solving skills, and the ability to coordinate with various departments to maintain smooth operations. This role requires leadership, adaptability, and a guest-centric approach to deliver the highest service standards.

What is in it for you:

• Engage in conservation efforts and help preserve wildlife.
• Enjoy sustainable adventures with exclusive rewards.
• Celebrate locality and heritage in a vibrant community.
• Advance your career with global development opportunities.
• Drive change through impactful social initiatives.
• Collaborate with a passionate, innovative team.Key Responsibilities:

• Daily Operations Management: Oversee the resort’s day-to-day operations, ensuring seamless functionality across all departments.
• Guest Relations: Address and resolve guest concerns and feedback promptly and professionally, maintaining high service standards and enhancing guest satisfaction.
• Team Leadership: Provide guidance and support to staff during shifts, ensuring operational efficiency, staff productivity, and adherence to service standards.
• Emergency Management: Serve as the first point of contact for emergencies or incidents, coordinating responses and reporting to senior management as required.
• Policy and Procedure Compliance: Ensure all resort policies, procedures, and standards are consistently followed and upheld.
• Interdepartmental Coordination: Collaborate with department heads to resolve operational issues and enhance service delivery.
• Reporting: Prepare daily operational reports, including guest feedback, incident logs, and shift summaries, for senior management review.
• Health and Safety: Ensure compliance with health, safety, and hygiene regulations to provide a secure environment for guests and staff.
• Guest Experience Oversight: Oversee the entire guest journey, from reservations to departure, ensuring a seamless and exceptional experience.
• Professional Development: Support the growth and development of reservation agents and front office staff to strengthen succession planning.
• KPI Management: Establish and monitor key performance indicators (KPIs) for the Front Office and guest satisfaction to drive service excellence.
• Front Office Operations: Assist with guest check-ins and check-outs, ensuring all procedures are followed accurately and efficiently.
• Cross-Departmental Support: Assist in various hotel areas, including Food & Beverage operations, to eliminate potential service issues.
• Proactive Guest Service: Respond promptly to requests, leading by example and fostering a proactive and resourceful team culture.
• Health & Safety Responsibility: Ensure the well-being of all patrons, guests, and staff members, adhering to the resort’s safety protocols and procedures.

Qualifications

• Leadership Experience: Prior experience in a leadership role is essential.
• Property Management Systems: Previous experience with Property Management Systems is required.
• Technical Proficiency: Must be proficient in Microsoft Windows applications.
• Education: A University or College degree in a related discipline is preferred.
• Professionalism: Must maintain a polished and professional presentation.
• Interpersonal & Problem-Solving Skills: Strong ability to resolve issues effectively while maintaining positive guest interactions.
• Reliability & Responsibility: Highly dependable with a strong sense of accountability.
• Ability to Work Under Pressure: Capable of performing efficiently in a fast-paced environment.
• Team Collaboration: Ability to work seamlessly within a team-oriented setting.
• Guest Focus: Must prioritize guest needs, remaining calm, courteous, and attentive at all times.

Additional Information

Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Why work for Accor? We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/

About Mantis Collection: Mantis is a boutique hospitality group that was founded by conservationist Adrian Gardiner in 2000, with its main focus predominantly in Africa and the Middle East. Mantis grew from Adrian’s vision to restore and rewild degraded farmland which he developed into a widely-acclaimed Private Game Reserve. This was the first private game reserve in the Eastern Cape and the beginning of eco-tourism in a poverty-stricken province that had few opportunities outside of commercial farming. Adrian and the Mantis team successfully created a place where man and nature could co-exist sustainably. From this initial success, the Mantis model was then developed worldwide, understanding that consumers could use the Mantis portfolio as a mark of quality, consistency and character. Today the diverse portfolio of handpicked properties links up to create travel journeys, which offer guests the opportunity to experience the essence of the location in a setting of tailored luxury. Rooted in conservation, Mantis pursues sustainable business practices and develops tourism products that are respectful of the environment and communities in which they operate.

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLES