Guest Experience & Operations Lead

HotelJobs; Cape Town; On-site; ZAR 183,000 - 219,000; Full time

Job summary

HotelJobs is recruiting on behalf of a luxury boutique Lodge in Cape Town for a hands-on and highly guest centric Duty Manager. The role combines guest services, day-to-day operational oversight and team coordination.

The successful candidate will take ownership of each shift, resolve guest and operational issues, and maintain high standards of service and property presentation. The role suits someone who enjoys building strong guest relationships and staying actively involved across

Qualifications

• Ability to take ownership of a shift and oversee daily lodge operations across guest services, breakfast service, housekeeping and maintenance.
• Strong guest relations & communication skills, with a warm, professional and approachable manner.
• Ability to manage check-ins, check-outs and accurate billing using Semper.
• Practical problem-solving skills, sound judgement and confidence in resolving guest complaints and operational challenges.
• Ability to coordinate, support and train a team, with clear delegation and accountability.
• High attention to detail, consistent follow-through and a hands-on approach to service standards and property presentation.

Responsibilities

• Build strong guest relationships, conduct rooming and orientation, and assist with recommendations, bookings and personalised service.
• Manage check-ins, check-outs and accurate billing on Semper, taking responsibility for the smooth running of each shift.
• Coordinate breakfast service, housekeeping and maintenance, allocate duties and monitor service delivery across departments.
• Conduct room inspections and property walkthroughs, address maintenance and presentation issues, and uphold health, safety and security procedures.
• Lead and support the team through clear delegation, on-the-job training and constructive feedback, coordinating closely with other Duty Managers.
• Resolve guest complaints and operational issues promptly, follow through on outstanding matters, and implement practical improvements to procedures and service.

Job description

HotelJobs is recruiting on behalf of a luxury boutique Lodge in Cape Town for a hands-on and highly guest centric Duty Manager. The role combines guest services, day-to-day operational oversight and team coordination.

The successful candidate will take ownership of each shift, resolve guest and operational issues, and maintain high standards of service and property presentation. The role suits someone who enjoys building strong guest relationships and staying actively involved across