Hotel Duty Manager

HotelJobs; Cape Town; On-site; ZAR 250,000 - 380,000; Full time

Job summary

HotelJobs is seeking a polished, guest-focused Hotel Duty Manager to uphold service standards in a luxury, fast-paced setting. Reporting to the Deputy General Manager, the role requires confident hospitality leadership and a passion for service excellence, with a focus on guest satisfaction.

You will manage guest experiences across outlets, resolve issues within 24 hours, mentor staff, monitor feedback, and collaborate with Front Office, Concierge and Security to safeguard brand standards.

Qualifications

• Minimum two years’ management experience in a similar role within a four- or five-star hotel.
• Excellent guest relations, communication, interpersonal and conflict-resolution skills.
• Strong leadership, organisational, administrative and decision-making abilities.
• Ability to multitask, manage pressure and resolve operational challenges efficiently.
• Thorough knowledge of hotel outlets, facilities and services.
• Proficiency in Opera and Microsoft Office.

Responsibilities

• Maintain a visible presence across guest areas, restaurants and conferencing facilities, ensuring warm, personalised and attentive service.
• Oversee the guest experience, including VIP arrivals, returning guests and special celebrations.
• Address guest concerns promptly, implement effective recovery plans and ensure complaints are resolved within 24 hours.
• Monitor guest feedback, online reviews and reputation, driving continuous service improvement.
• Support Front Office, Concierge and other departments during peak periods.
• Conduct public area inspections to ensure cleanliness, maintenance and presentation standards are maintained.
• Manage lost property enquiries in collaboration with Security.
• Assist with risk management, crisis communication, upselling initiatives and team training.
• Build strong relationships with guests, agents, stakeholders and internal teams while upholding company values and brand standards.

Skills

Guest relations

Communication

Interpersonal skills

Conflict resolution

Leadership

Organisational skills

Administrative skills

Decision-making

Multitasking

English proficiency

Education

Hospitality diploma or degree

Tools

Opera

Microsoft Office

Job description

We are seeking a polished, guest-focused Hotel Duty Manager to uphold exceptional service standards and create memorable guest experiences. Reporting to the Deputy General Manager, the successful candidate will be a confident, articulate hospitality professional who thrives in a luxury, fast-paced environment and is passionate about service excellence.

KEY RESPONSIBILITIES:

• Maintain a visible presence across guest areas, restaurants and conferencing facilities, ensuring warm, personalised and attentive service.
• Oversee the guest experience, including VIP arrivals, returning guests and special celebrations.
• Address guest concerns promptly, implement effective recovery plans and ensure complaints are resolved within 24 hours.
• Monitor guest feedback, online reviews and reputation, driving continuous service improvement.
• Support Front Office, Concierge and other departments during peak periods.
• Conduct public area inspections to ensure cleanliness, maintenance and presentation standards are maintained.
• Manage lost property enquiries in collaboration with Security.
• Assist with risk management, crisis communication, upselling initiatives and team training.
• Build strong relationships with guests, agents, stakeholders and internal teams while upholding company values and brand standards.

REQUIREMENTS:

• SA Citizen
• Matric / Grade 12 qualification
• A recognised hospitality diploma or degree is preferred.
• Minimum two years’ management experience in a similar role within a four- or five-star hotel.
• Excellent guest relations, communication, interpersonal and conflict-resolution skills.
• Strong leadership, organisational, administrative and decision-making abilities.
• Ability to multitask, manage pressure and resolve operational challenges efficiently.
• Thorough knowledge of hotel outlets, facilities and services.
• Proficiency in Opera and Microsoft Office.
• Excellent written and spoken English; additional languages are advantageous.
• Impeccable grooming, professionalism and service etiquette.
• Flexibility to work shifts, including evenings, weekends and public holidays.