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Job Summary
The Duty Manager is responsible for overseeing the day-to-day operations of the hotel or lodge, ensuring exceptional guest experiences and the smooth coordination of all departments. The successful candidate will lead operational teams, resolve guest concerns, monitor service standards, and ensure compliance with company policies and health and safety regulations. The Duty Manager will act as the Manager on Duty during assigned shifts, maintaining operational efficiency and delivering outstanding customer service. Key Responsibilities Oversee the daily operations of all departments, including Front Office, Housekeeping, Food & Beverage, and Maintenance. Act as the Manager on Duty during assigned shifts, ensuring smooth operational flow. Deliver exceptional guest service and promptly resolve guest complaints and service issues. Conduct regular inspections of guest areas, public spaces, and operational departments to ensure high standards are maintained. Supervise and support departmental teams, providing guidance and operational assistance where required. Monitor staff performance and ensure adherence to company policies, procedures, and service standards. Coordinate with department heads to ensure seamless communication and operational efficiency. Assist with guest check-ins and check-outs during busy periods when necessary. Ensure accurate shift handovers and maintain detailed duty manager reports. Monitor room occupancy, guest arrivals, departures, and special requests. Ensure compliance with health, safety, hygiene, and security regulations. Handle emergency situations professionally and efficiently. Assist with staff training, coaching, and performance management. Support revenue generation through effective guest service, upselling, and operational efficiency. Monitor stock levels and report maintenance issues as required. Ensure the property presents a professional image at all times. Minimum Qualifications Grade 12 (Matric). Diploma or Degree in Hospitality Management, Hotel Management, or a related field is preferred. Experience Minimum of 3–5 years' experience in a supervisory or management role within a hotel, lodge, or hospitality environment. Previous experience as a Duty Manager, Front Office Supervisor, Assistant Lodge Manager, or similar position. Strong understanding of hotel and lodge operations. Experience working in a 4-star or 5-star hospitality environment is advantageous. Experience using Opera Property Management System (PMS) is highly advantageous. Technical Skills Proficient in Opera PMS or similar hotel management software. Strong Microsoft Office skills (Word, Excel, Outlook). Knowledge of hospitality operational procedures. Understanding of health and safety legislation. Financial awareness, including basic budgeting and cash handling. Skills & Competencies Excellent leadership and team management skills. Exceptional customer service and guest relations abilities. Strong communication and interpersonal skills. Excellent organisational and multitasking abilities. Ability to remain calm and make sound decisions under pressure. Strong problem-solving and conflict-resolution skills. High level of professionalism and attention to detail. Ability to motivate and develop team members. Strong administrative and reporting skills. Flexible and adaptable with a hands-on approach. Honest; reliable, and trustworthy. Working Conditions Based in Pongola, KwaZulu-Natal. Shift work, including weekends, evenings, and public holidays. Required to be on call for operational emergencies when necessary. Will spend time across all operational departments to ensure service standards are maintained. Key Performance Indicators (KPIs) Guest satisfaction scores and feedback. Operational efficiency across all departments. Resolution time for guest complaints. Staff productivity and performance. Compliance with company policies and service standards. Health and safety compliance. Quality assurance and property presentation. Effective communication and teamwork. Achievement of operational and revenue targets.
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