Hotel Duty Manager

• Large Hotel in Cape Town is looking for 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 oversee the guest experience, support daily operations and resolve service challenges professionally in a fast-paced, high-end hotel environment .

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.

Closing Date: 31 Dec 2026