Duty Manager

Karen Tupper Recruitment; South Africa; On-site; ZAR 360,000 - 520,000; Full time

Job summary

A luxury 5* hotel in Cape Town is seeking a professional Duty Manager to oversee guest experiences and uphold exceptional hospitality standards. You will handle guest concerns, coordinate service recovery, and support hotel departments to ensure memorable stays for all guests.

Key responsibilities include managing the guest journey across the hotel, resolving complaints promptly, engaging VIP guests, and maintaining a high profile during breakfast and dinner service while upholding cleanliness

Qualifications

• 3+ years' management experience in a hotel environment
• Fluent in English with excellent written and verbal communication
• Well-presented, professional and flexible to meet operational needs
• Strong decision-making and conflict-resolution skills

Responsibilities

• Oversee the guest experience across the hotel to ensure service excellence
• Resolve guest complaints promptly and implement recovery plans
• Welcome VIP and returning guests with personalised service
• Maintain a strong presence during breakfast and dinner service
• Conduct regular inspections of guest-facing areas for cleanliness and standards
• Support Front Office and Concierge operations as required
• Monitor guest feedback and online reviews for improvements
• Communicate training needs to management and conduct quality audits
• Promote room upgrades, hotel facilities, loyalty programmes and services
• Assist with risk management and special guest requests

Skills

Guest relations

Service recovery

Leadership

Communication

Education

Matric / Grade 12

Hospitality management diploma/degree (advantage)

Tools

MS Office

Opera Cloud

Job description

A luxury 5* hotel in Cape Town is seeking a professional, guest-focused Duty Manager to oversee guest experiences and uphold exceptional hospitality standards. The successful candidate will handle guest concerns, coordinate service recovery, support hotel departments and ensure memorable experiences for all guests.

Key Responsibilities:

• Oversee the guest experience throughout the hotel, ensuring consistent service excellence.
• Resolve guest complaints promptly and implement appropriate recovery plans.
• Welcome and engage with VIP and returning guests, ensuring personalised service.
• Maintain a strong presence during breakfast and dinner service.
• Conduct regular inspections of guest-facing areas to uphold cleanliness, maintenance and service standards.
• Support Front Office and Concierge operations when required.
• Monitor guest feedback, online reviews and satisfaction surveys to identify improvements.
• Conduct quality audits and communicate training needs to management.
• Promote room upgrades, hotel facilities, loyalty programmes and additional services.
• Assist with risk management, lost property and special guest requests.

Requirements:

• Must be a South African citizen residing in the Cape Town area.
• Matric / Grade 12 qualification.
• A diploma or degree in Hospitality Management will be advantageous.
• At least 3 years' management experience, preferably within a five-star hotel environment.
• Fluent in English, with excellent written and verbal communication skills.
• Proficiency in MS Office and Opera Cloud.
• Strong guest relations, sales, decision-making and conflict resolution skills.
• Excellent organisational abilities and the capacity to work under pressure.
• Must be well presented, professional and flexible to meet operational requirements.