Hospitality

Duty Manager

Fairmont Hotels & Resorts·Western Cape, south-africa·Full Time·Onsite
HospitalityFull TimeOnsite
-

Position Overview

  • The Duty Manager is responsible for the guest experience at the hotel, to ensure unforgettable moments are created. This could be regarded as enhancing experiences and/or the implementation of recovery plans for missed opportunities. The Duty Manager is also regarded as the link between guests and agents while staying at the hotel. The Duty Manager has the responsibility to act as guidance for other department Managers when related to guest experience and in the event of risk or crisis management.

Key Responsibilities and Duties

  • Has a thorough knowledge of the hotel outlets, facilities and services
  • Ensures the corrective action of guest complaints by the implementation of recovery plans
  • This starts by immediate acknowledgment and resolution with 24 hours
  • Has the responsibility to maintain and improve guest experience in all areas of the hotel
  • Building and improving relationships with agents and welcome back guests
  • Has the responsibility to ensure all guests who are highlighted by the Agent (HBA's) are met upon arrival and throughout their stay to provide the agent with feedback and to ensure any areas of improvement are identified during the guest stay
  • Managing the guest interchange programme
  • Identifies training needs within the Front Office department and communicates this to the Front Office Manager and Assistant Front Office Manager to implement an action plan
  • Focuses on special celebrations for Welcome Back and VIP guests to ensure we create memorable moments
  • Acts as a support to the Concierge team when required and in the absence of the Front Office Supervisor
  • Along with Sales and Marketing Team has the responsibility to drive on line feedback along with the guest questionnaires and general feedback received from guests while staying with us and after departure
  • It is mandatory for the Duty Manager to have a strong presence during breakfast and dinner service to ensure the enhancement of guest experience
  • Attends all training and workshops as and when required
  • Has the responsibility to assist in driving the Leading Hotels of the World and ALL Loyalty standard set out by Fairmont
  • Models the Organisational Values, Code of Ethics and Organisational Code of Conduct
  • Has the responsibility to complete monthly LQA audits and to provide the Front Office Manager and the Assistant Front Office Manager with feedback to improve the service offering
  • Should be flexible and have the willingness to take on extra projects and tasks
  • Responsible to complete spot checks of all guest facing areas, to ensure maintenance and cleanliness standards are upheld
  • Performs any reasonable duty as instructed by the Guest Experience Manager
  • Has the responsibility along with the Security Manager to be the liaison with regards to lost and found items left behind by inhouse guests

Financial Attributes

  • Implementation of recovery plans by minimizing revenue loss, while ensuring appropriate level of guest service is achieved. This may include, but is not limited to enhancing guest experience, through guest complaint handling for WBK, HIP, HIM and VIP guests
  • Encourages upselling of all rooms, hotel facilities and outlets
  • Encourages the upselling of the hotel chauffeur vehicle
  • Encourages the All-Loyalty program to ensure targets are met

Qualifications

  • Grade12 or equivalent is a prerequisite
  • A Hospitality Management diploma/degree will be advantageous
  • At least 3 years Management experience, preferably gained in a 5-star environment
  • Computer literate on the MS Office Suite (Word, Excel and PowerPoint) as well as Opera Cloud
  • Proficiency and a good command of English (Both written and spoken)
  • Fluency (written and spoken) in a foreign language will be advantageous

Proven abilities in:

  • Guest relations
  • Sales
  • Time and workflow management
  • Highly experience in guest satisfaction
  • Effective decision-making and judgement
  • Conflict resolution skills
  • Interpersonal communication skills
  • Service delivery to a required standard in a fast-paced and dynamic environment
  • Excellence in teamwork

Key skills

MatricBachelorsNational Diploma
Apply Now

At a glance

Company

Fairmont Hotels & Resorts

Location

Western Cape, south-africa

Employment

Full Time

Experience

Valid until

Not specified

Created

September 21, 2026

More opportunities

Similar roles you might like

Flexographic/bag Machine Operator

Novus Holdings Ltd

Western Cape, south-africa

full-time

Introduction Novus Print: Paarden Eiland is seeking to permanently appoint an experienced and skilled Flexographic/Bag Machine Operator within the Operations department to operate the Nova Flexo Machine The successful incumbent will report to the Duty Manager. Job Description Set up and operate the Nova Flexographic printing/bag-making machine according to job specifications. Prepare the machine for production, including loading substrates, inks and print components. Set and maintain print registration, print position, tension and colour consistency. Monitor the printing and bag-making process throughout production. Conduct regular quality checks to ensure bags meet the required specifications. Identify and correct print and machine-related defects. Make machine adjustments to maintain optimal production and minimise waste. Monitor ink levels, viscosity and colour during production. Assist with plate/stereo changes, reel changes and job changeovers. Ensure correct job specifications and materials are used. Complete production and quality-control documentation accurately. Perform basic machine cleaning and routine maintenance. Identify machine faults and report technical problems to the relevant supervisor or maintenance team. Maintain good housekeeping and ensure the work area is clean and safe. Follow all company SOPs, health and safety requirements and quality standards. Achieve daily production, efficiency and waste targets. Minimum requirements Matric/Equivalent Minimum of 35 Years experience operating a flexographic printing or bag making machine Experience in a flexible packaging, paper bag or printing environment will be advantageous. Knowledge of flexographic printing processes, inks, substrates and print registration Previous experience operating a Nova Flexo machine would be highly advantageous. Deadline:16th October,2026

4 days ago

Dealer/inspector- Umfolozi

Peermont Global

KwaZulu-Natal, south-africa

full-time

Job Purpose The Dealer Inspector is responsible for ensuring the integrity, fairness, and compliance of live table games by combining frontline dealing duties with oversight and verification responsibilities. This role conducts games with precision and professionalism, processes bets accurately, and delivers timely payouts while creating an engaging and welcoming experience for guests. In addition, the Dealer Inspector monitors game security, enforces Internal Control Procedures (ICPs), Gaming Board regulations, and house rules to prevent fraud, collusion, or irregular play. Acting as the first escalation point for disputes and payout verifications, the role collaborates closely with Operational Gaming Duty Managers and Surveillance to uphold regulatory standards and maintain a secure, compliant gaming environment. Qualifications Grade 12 Minimum Requirements Gaming Board License 1 year experience as Dealer and Inspector Knowledge of Gaming Board rules and regulations Main Responsibilities Conduct and supervise live table games ensuring compliance with gaming regulations and internal controls. Manage table openings/closings, verify chip transactions, and process bets and payouts accurately. Monitor game integrity, prevent fraud, and escalate disputes promptly. Deliver professional guest engagement, explain game rules, and resolve minor concerns. Oversee dealer performance, provide in-shift coaching, and report training needs. Complete logs and shift reports while collaborating with Surveillance and Duty Managers to maintain security and regulatory standards.

11 days ago

Dealer/inspector- Mmabatho Palms

Peermont Global

North West, south-africa

full-time

Job Purpose The Dealer Inspector is responsible for ensuring the integrity, fairness, and compliance of live table games by combining frontline dealing duties with oversight and verification responsibilities. This role conducts games with precision and professionalism, processes bets accurately, and delivers timely payouts while creating an engaging and welcoming experience for guests. In addition, the Dealer Inspector monitors game security, enforces Internal Control Procedures (ICPs), Gaming Board regulations, and house rules to prevent fraud, collusion, or irregular play. Acting as the first escalation point for disputes and payout verifications, the role collaborates closely with Operational Gaming Duty Managers and Surveillance to uphold regulatory standards and maintain a secure, compliant gaming environment. Qualifications Grade 12 Minimum Requirements Gaming Board License 1 year experience as Dealer and Inspector Knowledge of Gaming Board rules and regulations Main Responsibilities Conduct and supervise live table games ensuring compliance with gaming regulations and internal controls. Manage table openings/closings, verify chip transactions, and process bets and payouts accurately. Monitor game integrity, prevent fraud, and escalate disputes promptly. Deliver professional guest engagement, explain game rules, and resolve minor concerns. Oversee dealer performance, provide in-shift coaching, and report training needs. Complete logs and shift reports while collaborating with Surveillance and Duty Managers to maintain security and regulatory standards.

11 days ago

Spa Receptionist

One&Only Resorts

Western Cape, south-africa

full-time

Job Summary To welcome guests and answer all enquiries whilst observing set standards. Have a complete knowledge of the treatments and services offered, and any promotions that may be on offer at the time. To ensure that all operational procedures, codes of conduct and standards of appearance as laid down by the Spa Manager/Head Receptionist, are implemented and adhered to by all reception staff. To organize scheduling and maximize use of time within the diary. The Head Spa Sales & Reservations is responsible for driving the revenue of all business centers in the spa through effective scheduling, yield management and sales. As an Ambassador for the spa this role ensures outstanding five star guest relations, driving and delivering ESPA and Hotel brand standards. Provides support to the Spa Director as a Duty Manager and oversees the personnel management of the Spa Reception Team. Key Duties and Responsibilities To co-ordinate guests consultation records with the Therapists. Ensure that all relevant spa staff receives a print out of their daily schedule. To adhere to an agreed reporting system on a timely basis. To be responsible for all billing procedures at the reception desk and the correct reconciliation of funds at the close of each shift and at the end of the day's work. Complete daily opening procedures and check lists per relevant area daily. Schedule reservations of Spa services for guests and monitor availability of treatments and staff to ensure prompt service according to the relevant skills of the therapists. Assist with administration duties such as, purchasing, receiving and inventory reporting. To aim to give the clientele the best possible service, and make the client feel important. To show a professional attitude at all times, particularly with regard to punctuality, appearance and general manner. To ensure that all administrative procedures run professionally. To supervise and conduct the safety of users and equipment in the spa and receive training to ensure that all relevant legislation pertaining to the Health and Safety at Work Law and Health and Hygiene standards are implemented and monitored within the spa. To have full retail knowledge of products and prices charged. Must attend all training courses as deemed necessary by the Head Receptionist/ Spa Manager. To participate in training and personal development programs within the Spa Department. To perform any other duties deemed reasonable by Management. To be responsible for preparing the reception for the next shift. Ensuring all messages has been passed on before leaving and that adequate supplies of all public information material are available. Sales & Revenue Management Drive revenue of treatments and spa programmes through ensuring effective scheduling and yield management. Maximise sales by driving up selling and cross sales by the Reservations Team. Strive to exceed personal and team sales targets and objectives as set by the Spa Director/Manager. Assist the Treatment Manager where required, to produce monthly statistical reports and KPIs, reviewing with the Spa Director/Manager and ESPA to identify business and revenue opportunities. Play an active role in creating new initiatives in retail/booking incentives and cross selling promotions. Assist the Treatment Manager where required in calculating team incentives/commissions on a monthly basis, submitting to the Spa Director/Manager for approval. Accountable for tracking; monitoring; and developing ESPA Active Retail activity within the team. Ensure turn away business and repeat guests are accurately tracked by the Spa Sales & Reservations team through the Spa Software. Drive up selling of spa promotions whilst ensuring uptake is recorded. Liaise with other hotel departments to maximise revenue opportunities. Ensure correct billing procedures and reconciliation of funds on reception at the close of each shift and at the end of the day's work. Responsible for maintaining an effective retail stock control system including monthly inventory and placing orders to par level. Monitor theft activity as part of this process. Adjust par levels and retail sales focus according to business needs and consumer demand. Guest Relations Be a constant presence at the spa reception taking regular walk rounds of all spa areas, ensuring interaction with guests and members. Lead by example by providing a warm welcome to clientele whilst striving to provide outstanding service. Conduct spa tours for VIPs, journalists and prospective members. Act as an Ambassador for the spa at all times. Deal with any client complaints promptly and effectively, ensuring client satisfaction and revenue is not jeopardised. Record any grievances and follow up accordingly, communicating with the Spa Director/Manager at all times. Ensure Spa Sales & Reservationists regularly record guest preferences, accurately updating guest profiles. Duty Management Act as Duty Manager when assigned this role as part of the rota created by the Spa Director/Manager. When on duty: Ensure the facility is adequately manned at all times. Oversee the smooth running of all business centres in the spa. Inform the relevant department head of any complaints or issues regarding the Spa's facility, taking action or recommending amendments if necessary. Responsible for Opening/Closing Procedures when on duty. Complete opening procedures and check lists per relevant area on a daily basis, reporting any housekeeping or maintenance issues to the relevant department and ensuring prompt resolution. Attend hotel morning meetings, taking up to date revenue figures from the spa, communicating the day's business, guests and any relevant activities to other department heads. Carry out daily briefings with the entire spa team, communicating guest information, hotel news and revenue targets. Personnel Management Responsible for creating and maintaining staff rosters for Spa Sales & Reservations according to business demands, ensuring adequate cover at all times. Maintain staff moral and council/motivate where necessary. Record, report and always attempt to resolve grievances as quickly as possible. Responsible for the recruitment, induction, training, development, performance appraisals and discipline of all Spa Receptionists, under the supervision of and in communication with the Spa Director/Manager. Oversee attendance sheets, sick leave and holiday arrangements, ensuring adequate business cover is maintained. Hold monthly meetings with Spa Sales & Reservations Team to communicate, motivate and be aware of staff needs. Conduct effective inductions and on-going training for all Spa Sales & Reservationists in line with ESPA and Hotel brand standards, accurately recording and keeping Training Inventory Checklists for each team member. Operations/ General Support the spa reservation operation and maximise revenue opportunities and guest relations by undertaking reception and reservation duties as part of daily responsibilities. Regularly update manuals and workbooks to ensure that all operational procedures are carried out in the prescribed manner. Ensure that the spa and reception area is well merchandised, clean and free of clutter. Demonstrate a professional demeanour at all times, particularly with regard to punctuality, appearance and general manner. Work a flexible rota, including evening, early and weekend shifts. Health and Safety Regularly update training for Spa Sales & Reservationists on Health and Safety Policy and ensure it is adhered to. Ensure that a high standard of cleanliness and hygiene is maintained throughout the facility at all times. Receive training on all relevant legislation pertaining to the Health and Safety at Work Law and Health and Hygiene standards. Minimum Requirements Matric or equivalent 1-2 years' experience within a spa or similar role in a 4/5-star property Computer literate - Microsoft word, excel and outlook(email) Strong interpersonal and organisational skills Flexibility to work shifts Strong communication skills; written and verbal with telephone etiquette Ability to work well under pressure and multitask

14 days ago

Front Office Manager

Helderberg Personnel

Western Cape, south-africa

full-time

KEY RESPONSIBILITIES Supervising and controlling all Front of House areas in line with company standards, maximising revenue and profitability within agreed budgets Ensuring adherence to Front Office SOPs, policies, procedures, operating controls, and service standards Ensuring the Front Desk provides a professional, efficient, and welcoming service to all guests Proactively anticipating guest needs and addressing concerns to ensure exceptional guest experiences Receiving, resolving, and assisting with guest complaints and service recovery processes Acting as Duty Manager when required and ensuring the smooth running of hotel operations in the absence of the General Manager Assisting the General Manager with day-to-day hotel operations and providing operational support across departments Monitoring departmental performance, identifying problem areas, and making recommendations to improve operational efficiency and profitability Training, coaching, mentoring, supervising, and supporting Front Office staff and Heads of Department Scheduling shifts and ensuring appropriate staffing levels to support operational requirements Conducting and supporting staff performance reviews and assisting with relevant personnel and disciplinary processes Assisting with the selection and recruitment of hotel staff Ensuring accurate and timeous processing of guest charges and maintaining up-to-date guest accounts Ensuring accurate and timeous completion and submission of daily, weekly, and monthly reports and administrative requirements Preparing and submitting annual budgetary information as required Monitoring industry trends and identifying opportunities for implementing improvements within the operation Ensuring effective and timely communication of hotel policies, procedures, and operational requirements Troubleshooting operational emergencies and liaising effectively with other departments to resolve issues Ensuring regular on-the-job training and development is taking place to agreed standards Supporting continuous improvement initiatives and maintaining the highest standards of professionalism and luxury guest service CRITERIA Post-matric Hotel School qualification is essential Minimum 5 years' experience within a 5-star hotel environment Proven experience in a senior Front Office, hotel operations, or management role within a luxury hospitality environment Strong knowledge and understanding of hotel operating procedures, standards, and SOP implementation Proficiency in Opera Cloud and MICROS Proficiency in Microsoft Office, particularly Excel and Word Strong leadership abilities with demonstrated experience in motivating, coaching, and developing teams Excellent guest relations and service recovery skills Strong communication, interpersonal, organisational, and multitasking abilities Good numeracy skills with the ability to interpret operational reports and contribute towards profitability objectives High level of English proficiency, both written and verbal Strong problem-solving abilities with a proactive approach to operational challenges High level of professionalism, attention to detail, and commitment to luxury service standards Motivated, enthusiastic, energetic, and positive approach Team player with the ability to work effectively under pressure Computer literate Willingness to work shifts, weekends, and public holidays as required

19 days ago

Hotel Reservationist

Tych Business Solutions

Western Cape, south-africa

full-time

Job Description As a Reservationist, you play a key role in creating a seamless and professional booking journey from the first enquiry through to guest arrival. You are responsible for handling guest, agent and partner reservations accurately and professionally, ensuring bookings, guest profiles, payments, correspondence and pre-arrival arrangements are complete and communicated. The role focuses on exceptional service, operational accuracy, revenue awareness, process efficiency, thoroughness and team collaboration. By embodying our principles of professionalism, accountability, and continuous improvement, you'll help create an environment where guests feel truly cared for and where both administrative and hosting roles are handled with expertise. Our mission is to create authentic experiences that elevate connection with a human touch in the detail of professionalism. REPORTING LEVELS Second Level Superior: Revenue Manager First Level Superior: Senior Reservationist This Position: Reservationist Subordinates (Titles & No's): N/A KEY RESPONSIBILITIES Continuous Improvement & Feedback: Actively invite and provide feedback to improve the booking journey, guest experience and reservations processes. Engage in regular discussions with management to identify opportunities for improvement. Learn from experiences and apply lessons learnt to continually improve accuracy, service delivery and reservations processes. Stay informed about hotel and estate offerings, rates, packages, promotions and relevant experiences in and around Cape Town so that accurate information can be shared with guests and agents. Accountability & Professionalism: Take ownership of assigned enquiries and bookings from initial contact through to completion, demonstrating reliability, ethical conduct and adherence to hotel policies, procedures and service standards. Maintain professionalism and confidentiality in all guest, agent, company and financial information. Uphold the hotel's standards of excellence through punctuality, integrity, accuracy and attention to detail, addressing errors or concerns proactively. Communication, Collaboration & Team Coordination: Respond promptly and professionally to enquiries and requests, and ensure booking confirmations are completed and sent out timeously. Ensure reservations email signatures, templates and out-of-office responses are current, accurate and activated at the appropriate times. Liaise with departments and provide clear updates on arrivals, room moves, upgrades, groups and special requests. Facilitate preparation of arrivals and arrival handovers with Duty Managers, and maintain effective communication with suppliers and other relevant luxury hotels. Reservations & Guest Experience: Handle FIT bookings and reservations accurately and professionally, while identifying appropriate opportunities to upsell. Assist guests with arrangements such as transfers, restaurant bookings, golf, tours and bookings at other venues. Ensure guest profiles, comments and traces are updated accurately in Opera and that daily reservation traces are actioned and resolved. Manage reservations through SiteMinder and OTA platforms, including booking modifications and guest/customer service messages. Liaise with departments and suppliers to ensure guest requirements are understood and fulfilled. Financial Accuracy, Payments & Revenue Support: Ensure pro-forma invoices are issued timeously and follow up with guests, clients and agents on outstanding payments. Manage OTA virtual cards and payments in accordance with the correct processes and payment conditions. Maintain efficient filing and tracking for complimentary stays, refunds, adjustments, vouchers and prize letters. Manage waiting lists, turn-aways and provisional reservations with awareness of occupancy and revenue, applying approved yield-management principles. Accurate Records, Systems & Operational Support: Maintain accurate profile information, notes and rate information, including special agreements and packages, for companies, sources and agents in Opera. Maintain efficient filing and tracking systems and ensure reservations documentation is complete, accurate and presented to the required business standard. Maintain high standards of organisation, hygiene and upkeep within the reservations work area. Assist with on-the-job training and cross-training when required and be adaptable to perform additional duties during operational needs or low seasons. JOB REQUIREMENTS Minimum Education: Grade 12 Additional Qualifications Minimum Work Experience: 2 years' experience.

21 days ago