Operations Duty Manager

Edge Executive Search Group; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading hospitality management firm in Cape Town is seeking an experienced Operations Duty Manager to ensure world-class guest experiences. You will oversee daily operations and manage diverse teams within a dynamic environment. Ideal candidates have a strong management background and a customer-centric approach, alongside a relevant Hotel School Diploma. Competitive compensation and a supportive work culture await.

Qualifications

• Minimum of 5 years' experience, including 3 years in a management role within hospitality or retail operations.
• Proven ability to manage diverse teams and complex operations.
• Understanding of relevant legislation, including labour, risk, and safety.

Responsibilities

• Oversee all front-of-house and guest-facing activities across the property.
• Manage daily operational activities across multiple departments, including facilities, retail, and F&B.
• Handle guest escalations, queries, and complaints with professionalism and urgency.

Skills

Leadership

Operational management

Customer service

Interpersonal communication

Analytical thinking

Education

3-year Hotel School Diploma or equivalent

Matric

Tools

Opera

Micros

MS Office

Job description

Bring your leadership expertise to one of Cape Town’s most dynamic hospitality and entertainment environments. This is an opportunity to ensure world-class guest experiences while managing complex, high-traffic operations.

As Operations Duty Manager, you will oversee all front-of-house and guest-facing activities across the property — ensuring smooth execution of daily operations, events, and promotions. You’ll be accountable for service excellence, operational compliance, and coordination between internal teams and external partners to deliver a seamless customer journey.

What You’ll Do

• Manage daily operational activities across multiple departments, including facilities, retail, and F&B.
• Conduct shift briefings, manage handovers, and ensure strong communication across teams.
• Implement and monitor service standards to maintain a premium guest experience.
• Oversee compliance with safety, health, and environmental regulations.
• Handle guest escalations, queries, and complaints with professionalism and urgency.
• Collaborate with marketing on promotions and events to enhance the guest experience.
• Ensure tenant and service provider performance aligns with brand and contractual standards.
• Compile and present operational reports and recommendations for improvement.

What You Bring

• Matric plus a 3-year Hotel School Diploma or equivalent.
• Minimum of 5 years’ experience, including 3 years in a management role within hospitality or retail operations.
• Proven ability to manage diverse teams and complex operations.
• Strong knowledge of hospitality systems (Opera, Micros, MS Office).
• Understanding of relevant legislation, including labour, risk, and safety.
• Analytical thinker with attention to detail and strong decision-making ability.
• Customer-centric approach with excellent interpersonal and communication skills.
• Availability to work shifts, weekends, and public holidays as required.

What Success Looks Like

• Operational efficiency maintained across all departments.
• Exceptional guest satisfaction and rapid resolution of escalations.
• Consistent adherence to brand, safety, and compliance standards.
• Strong collaboration across business units and service providers.
• Positive, motivated teams delivering on customer experience goals.