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.