Hotel Duty Manager

Craven Cottage CC; Cape Town; On-site; ZAR 360,000 - 540,000; Full time

Job summary

Craven Cottage CC in Cape Town is seeking a proactive Guest Experience & Relations Manager to lead frontline service across restaurants and conferencing facilities. You will maintain a warm, personalised approach, coordinate VIP arrangements and resolve guest concerns within 24 hours.

The role requires a recognised Hospitality Diploma or Degree, at least two years of management experience in a 4- or 5-star hotel, and strong English communication.

Qualifications

• Recognised Hospitality qualification or degree preferred.
• Minimum 2 years' management experience in a 4- or 5-star hotel.
• Strong guest relations and complaint resolution skills.
• Proficient in Opera and Microsoft Office.

Responsibilities

• Maintain a visible guest presence across all guest areas, including restaurants and conferencing facilities.
• Deliver warm, personalised and attentive service to guests.
• Coordinate special arrangements for VIPs, returning guests and guests celebrating occasions.
• Resolve guest concerns promptly and implement service recovery within 24 hours.
• Build strong relationships with guests, agents and internal teams.
• Monitor guest reviews and feedback to improve service and online reputation.

Skills

Guest relations

Communication

Interpersonal skills

Planning & administration

Under pressure

Team & stakeholder management

English fluency

Education

Hospitality Diploma or Degree

Tools

Opera

Microsoft Office

Job description

Guest Experience & Relations:

• Maintain a visible presence throughout guest areas, including restaurants and conferencing facilities.
• Ensure guests receive warm, personalised and attentive service.
• Coordinate special arrangements for VIPs, returning guests and guests celebrating special occasions.
• Resolve guest concerns promptly and implement effective service recovery plans within 24 hours.
• Build strong relationships with guests, agents and internal teams.
• Monitor guest reviews and feedback to improve service and online reputation.

Operational Support:

• Support Front Office, Concierge and other departments during peak service periods.
• Conduct spot checks of public areas to maintain cleanliness and maintenance standards.
• Coordinate lost property enquiries with the Security department.
• Assist with risk management and guest communication during operational incidents or crises.
• Encourage upselling of rooms, hotel facilities and outlets.

Teamwork & Service Standards:

• Collaborate with management on service improvements and training recommendations.
• Manage operational challenges and conflict calmly and respectfully.
• Uphold company values, service standards and professional conduct.
• Assist with additional duties as operationally required.

Requirements:

• A recognised Hospitality Diploma or Degree would be preferable.
• At least 2 years' management experience in a similar role within a 4- or 5-star hotel.
• Strong guest relations skills and experience resolving complaints professionally.
• Sound judgement and the ability to make decisions under pressure.
• Excellent communication, interpersonal and relationship-building skills.
• Strong planning, organisational and administrative abilities.
• Excellent attention to detail and commitment to service excellence.
• Good knowledge of hotel outlets, facilities and services.
• Strong team and stakeholder management skills.
• Proficiency in Opera and Microsoft Office.
• Excellent written and spoken English; a foreign language would be advantageous.
• High standards of grooming, professionalism and service etiquette.
• Flexibility to work shifts, evenings, weekends and public holidays.