Hotel Duty Manager

Phoenix Recruitment Limited; Cape Town; On-site; ZAR 420,000 - 620,000; Full time

Job summary

Phoenix Recruitment Limited is seeking a skilled Guest Relations Manager to ensure exceptional guest experiences across restaurant and conferencing spaces.

The role requires strong leadership, excellent communication, and the ability to handle high-pressure situations with grace and professionalism.

Qualifications

• 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.

Responsibilities

• 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.
• 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.

Job description

Duties:

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.