Guest Experience & Operations Manager

Sun International; Cape Town; On-site; ZAR 420,000 - 600,000; Full time

Job summary

InterContinental Table Bay Cape Town is seeking a Hotel Duty Manager to oversee customer experience and product delivery across hotel operations in line with brand standards and local regulations. The role requires monitoring SOPs, resolving client disputes, and ensuring professional execution of services in designated areas.

You will lead the development of site objectives, coordinate VIP plans, supervise staff, and manage relationships with tenants, service providers and partners to uphold

Responsibilities

• Develop sites objectives and deliverables in line with departmental strategy
• Facilitate communication and implementation of site deliverables
• Conduct risk analyses impacting short term profit margins
• Motivate product and service enhancements based on client feedback
• Communicate plans around VIPs visiting the resort to staff and stakeholders
• Develop and monitor the customer experience for site inspections and educationals
• Manage contract, registration and maintenance of site vehicles
• Prepare communications around business forecasts for events, sales and marketing teams
• Align plans with EE, SD and procurement strategies to support BBBEE targets
• Collaborate with tenants and service providers to review SOPs and SLAs
• Conduct weekly walkabouts to monitor SHE and standards compliance
• Maintain facilities per SOPs and brand attributes
• Monitor audit results and address non-compliance
• Monitor stock and equipment storage and processes
• Provide guidance to operational teams and stakeholders
• Maintain relationships with service providers and partners to ensure alignment on service requirements

Job description

InterContinental Table Bay Cape Town is seeking a Hotel Duty Manager to oversee customer experience and product delivery across hotel operations in line with brand standards and local regulations. The role requires monitoring SOPs, resolving client disputes, and ensuring professional execution of services in designated areas.

You will lead the development of site objectives, coordinate VIP plans, supervise staff, and manage relationships with tenants, service providers and partners to uphold