Physical training - Gymming
ZUKO MANKE
DUTY MANAGER
HERMANUS
Summary
Experienced Duty Manager with a strong background in hotel operations, team supervision, guest service, health and safety compliance, and staff training. Focused on improving efficiency, service quality, and guest satisfaction.
Overview
2
2
Languages
9
9
years of professional experience
Work History
Duty Manager
Windsor Hotel Hermanus
08.2022 - Current
- Supervised daily hotel operations, ensuring seamless front office, food & beverage department and guest service coordination.
- Responded to operational incidents, applying hotel policies and escalating issues when required.
- Supported staff performance by guiding service delivery and reinforcing guest-facing standards.
- Maintained safety, security, and compliance protocols throughout daily property operations.
- Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
- Trained employees in essential job functions.
- Mentored and supported junior staff members to apply best practices and follow procedures.
- Supervised and coordinated team to provide guidance and support and maximize performance.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
- Improved customer satisfaction by promptly addressing and resolving guest concerns and complaints.
- Maintained a safe and secure environment for guests and employees through regular facility inspections and adherence to safety protocols.
- Ensured compliance with all company policies, local regulations, and industry standards related to hotel operations.
- Facilitated open communication among team members by conducting regular meetings and encouraging constructive feedback sharing within the group.
- Initiated plans to improve customer relations, quality standards, and service efficiency.
- Served as the primary point of contact for VIP guests, ensuring personalized service and exceptional experiences throughout their stay.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Interacted well with customers to build connections and nurture relationships.
- Assisted in recruiting, hiring and training of team members.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Reported issues to higher management with great detail.
- Resolved guest complaints promptly, maintaining service standards and protecting hotel reputation.
- Managed shift handovers, communicating operational priorities and outstanding issues to incoming teams.
- Coordinated with housekeeping, maintenance, and food service teams to address room and service requests.
Customer Service Representative
Sheet Street Hermanus
08.2021 - 08.2022
- Resolved customer queries promptly, delivering accurate product information and service support.
- Processed sales transactions, returns, and exchanges with accuracy on point-of-sale systems.
- Managed customer complaints professionally, maintaining positive service standards and store reputation.
- Coordinated stock checks and assisted with product availability for customer requests.
- Handled cash and payment processes carefully, ensuring accurate till balancing.
Floor Staff Member
Clicks Whale Coast Mall Hermanus
12.2017 - 12.2019
- Assisted customers with product selection, pricing, and store layout guidance.
- Replenished shelves and maintained organized merchandising displays across sales floor.
- Processed point-of-sale transactions accurately while handling cash and card payments.
- Monitored stock levels and flagged shortages for timely replenishment.
- Maintained clean, safe, and orderly floor conditions during trading hours.
- Collaborated with team members to deliver efficient daily floor operations.
Education
Diploma in Hospitality Management - Hospitality Management
Alison
Online Education 04.2001 -
Business Management And Entrepreneurship - Hospitality Administration And Management
Alison
Online Education 04.2001 -
Food & Beverage Management - Hospitality Management
Oxbridge Academy
Online Education 04.2001 -
Skills
Customer service
Customer service focus
New employee training
Team supervision
Customer communication
Professional integrity
Communication skills
Operational management
Safety compliance
Service coordination
Operational efficiency
Strong leadership
Goal oriented
Mentoring
Interests
Music
Movies
Timeline
Duty Manager
Windsor Hotel Hermanus
08.2022 - Current
Customer Service Representative
Sheet Street Hermanus
08.2021 - 08.2022
Floor Staff Member
Clicks Whale Coast Mall Hermanus
12.2017 - 12.2019
Business Management And Entrepreneurship - Hospitality Administration And Management
Alison
04.2001 -
Diploma in Hospitality Management - Hospitality Management
Alison
04.2001 -
Food & Beverage Management - Hospitality Management
Oxbridge Academy
04.2001 -