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Job Summary
Hotel Duty Manager - 4* Hotel, Cape Town Reporting to the Deputy General Manager, we are seeking a polished and guest-focused Hotel Duty Manager to uphold and create exceptional service standards and ensure unforgettable guest experiences. This role is ideal for a confident, articulate hospitality professional who thrives in a high-end, fast-paced environment and is committed to service excellence. Key requirements Recognized hospitality diploma/degree preferable Minimum 2 years management experience in a similar role within a 4/5 star hotel environment Strong guest relations skills with the ability to resolve issues calmly and professionally Proven ability to manage high-pressure environments with sound decision-making Excellent communication and interpersonal skills Has a thorough knowledge of the hotel outlets, facilities and services Ability to work under pressure and resolve operational challenges effectively and efficiently Ability to manage conflict and challenging situations with respect and confidence Ability to multitask and work within a fast paced pressurized and collaborative environment Strong planning and organizational skills Strong administration, attention to detail and efficiency skills pertaining to area of responsibility High standards of grooming, professionalism and service etiquette Strong relationship building skills , stakeholder management and team management skills Proficiency in Opera and Microsoft Office packages Flexibility to work varied shifts inclusive of weekends, public holidays, evenings and as per operational requirements as and when required Proficiency and a good command of English (Both written and spoken) Fluency (written and spoken) in a foreign language will be advantageous What You’ll Do Maintain a strong presence across guest areas, including restaurants and conferencing areas, ensuring all guests receive warm, personalized and attentive service Manage guest experience throughout the hotel, including special occasions, VIP stays and welcome-back guests Acknowledge and resolve guest concerns promptly, implementing effective recovery plans within 24 hours Focus on special celebrations for Welcome Back and VIP guests to ensure we create memorable moments Build strong relationships with agents, guests and internal teams Support Front Office, Concierge and other departments during peak service times as and when required Conduct spot checks of public areas to ensure maintenance and cleanliness standards are upheld Ensures the corrective action of guest complaints by the implementation of recovery plans Monitor guest reviews and drive guest feedback, online reputation and performance Assist with risk management and crisis-related guest communication Be the liaison with regards to lost and found items left behind by inhouse guests and partner with the security department to ensure guest satisfaction. Collaborate with management teams on service improvement initiatives and training recommendations Encourages upselling of all rooms, hotel facilities and outlets Uphold company values, service standards and brand expectations at all times Perform other duties as and when required
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