Duty Manager

Description:

Job Overview:The Duty Manager acts as the senior manager on duty, responsible for overseeing hotel operations during assigned shifts. This role ensures that guest services are delivered to 5-star standards, hotel policies are followed, and all departments operate smoothly. The Duty Manager handles guest complaints, coordinates emergency situations, and acts as the point of contact for staff and VIP guests during off-peak or peak periods.Key Duties & Responsibilities:Guest Relations & Service DeliveryAct as the main point of contact for guests during your shiftEnsure a seamless and luxurious guest experience throughout the hotelHandle guest feedback, complaints, and special requests professionallyMonitor VIP arrivals, in-house VIP guests, and coordinate special amenities or servicesOperational OversightOversee the functioning of all departments during the shift (Front Office, Housekeeping, F&B, Security, etc.)Perform hotel walkthroughs to ensure cleanliness, safety, and ambiance are maintainedSupport front office operations such as check-ins, check-outs, room moves, and upgradesEnsure all public areas, lounges, and lobby areas meet 5-star presentation standardsCrisis & Emergency ResponseTake charge in the event of emergencies: fire alarms, guest illness, safety threats, etc.Coordinate with emergency services and ensure proper incident reportingEnsure all staff are following safety and emergency proceduresStaff Supervision & SupportMonitor staff behavior, grooming, and service deliveryMentor and coach junior staff during the shiftAssist in managing staff break schedules and shift handoversStep in to assist departments during peak periods or staff shortagesReporting & HandoverPrepare a comprehensive Duty Manager’s logbook or shift reportCommunicate important matters to the incoming shift or management teamLog guest incidents, staff issues, or operational challenges

• Diploma or Degree in Hospitality Management or Hotel Operations
• At least 3-5 years' experience in a hotel operations role in a 4/5-star property
• At least 1-2 years' experience as a Supervisor, Front Office Team Leader, or Assistant Manager
• Strong knowledge of hotel software systems (e.g., OPERA, Protel, or similar)
• Exceptional communication, leadership, and problem-solving skills
• Well-presented, confident, and calm under pressure

Preferred Attributes:

• Multilingual (advantageous for international guests)
• First Aid or Fire Warden certification
• Knowledge of Cape Town attractions and guest concierge needs
• Ability to work shifts, including weekends and public holidays

Requirements:

• Diploma or Degree in Hospitality Management or Hotel Operations
• At least 3-5 years' experience in a hotel operations role in a 4/5-star property
• At least 1-2 years' experience as a Supervisor, Front Office Team Leader, or Assistant Manager
• Strong knowledge of hotel software systems (e.g., OPERA, Protel, or similar)
• Exceptional communication, leadership, and problem-solving skills
• Well-presented, confident, and calm under pressure

• Multilingual (advantageous for international guests)
• First Aid or Fire Warden certification
• Knowledge of Cape Town attractions and guest concierge needs
• Ability to work shifts, including weekends and public holidays