Guest Experience Lead — Hotel Duty Manager

Hospitality Hire SA; Wes-Kaap; On-site; ZAR 360,000 - 600,000; Full time

Job summary

Hospitality Hire SA is seeking an experienced Front Office Manager to lead guest relations in a 4- to 5-star environment in the Western Cape. You will drive service excellence, supervise Front Office and related departments, and ensure smooth operations during peak periods while maintaining high standards of grooming and presentation.

The role requires strong communication, conflict resolution, and the ability to upsell hotel facilities while upholding brand standards and safety protocols.

Qualifications

• Minimum 2 years of management experience in a similar role within a 4 or 5 star hotel.
• A recognised hospitality diploma or degree is preferred.
• Strong guest relations and service recovery skills, with the ability to resolve complaints calmly and professionally.
• Sound judgement and confident decision-making in a busy hotel environment.
• Excellent communication and interpersonal skills, with a strong command of written and spoken English.
• Fluency in an additional foreign language will be advantageous.
• Proficiency in Opera PMS and Microsoft Office.
• Strong understanding of hotel operations, outlets, facilities and services.
• Proven ability to manage conflict and challenging situations with respect and confidence.
• Strong planning, organisational and administrative skills, with close attention to detail.
• Ability to prioritise, multitask and work effectively across departments.
• Strong relationship-building, stakeholder management and team leadership skills.
• High standards of personal grooming, professionalism and service etiquette.
• Flexibility to work shifts, including evenings, weekends and public holidays, according to operational requirements.

Responsibilities

• Maintain a visible presence throughout guest areas, including restaurants, public spaces and conference facilities.
• Deliver warm, personalised and attentive service throughout the guest journey.
• Coordinate thoughtful arrangements for VIP guests, returning guests and special celebrations.
• Address guest concerns promptly, implement appropriate service recovery plans within 24 hours and follow through to ensure guest satisfaction.
• Build positive relationships with guests, agents and internal teams.
• Support Front Office, Concierge and other departments during peak service periods.
• Conduct regular spot checks of public areas and coordinate corrective action to maintain cleanliness, presentation and maintenance standards.
• Monitor guest feedback and online reviews, encourage feedback and identify opportunities to improve the hotel's online reputation and service performance.
• Assist with risk management and guest communication during incidents or emergencies.Coordinate lost and found enquiries with the Security department and keep guests informed.
• Work with departmental managers on service improvements and staff training recommendations.
• Encourage appropriate upselling of rooms, hotel facilities and food and beverage outlets.
• Uphold company values, brand expectations and hotel service standards at all times.
• Undertake additional duties in line with operational requirements.

Skills

Management experience

Guest relations

Communication

Organizational skills

Team leadership

Multitasking

Conflict management

Service recovery

Education

Hospitality diploma/degree

Tools

Opera PMS

Microsoft Office

Job description

Hospitality Hire SA is seeking an experienced Front Office Manager to lead guest relations in a 4- to 5-star environment in the Western Cape. You will drive service excellence, supervise Front Office and related departments, and ensure smooth operations during peak periods while maintaining high standards of grooming and presentation.

The role requires strong communication, conflict resolution, and the ability to upsell hotel facilities while upholding brand standards and safety protocols.