A prestigious luxury hotel in Cape Town is seeking a polished and guest-focused Duty Manager to uphold 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.
What You’ll Do
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Maintain a strong presence across guest areas, ensuring all guests receive warm, personalised and attentive service
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Manage guest experience throughout the hotel, including special occasions, VIP stays and welcome-back guests
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Acknowledge and resolve guest concerns promptly, implementing effective recovery plans within 24 hours
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Build strong relationships with agents, guests and internal teams
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Support Front Office, Concierge and other departments during peak service times
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Conduct spot checks of public areas to ensure maintenance and cleanliness standards are upheld
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Drive guest feedback, online reputation and loyalty programme performance
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Assist with LQA audits, risk management and crisis-related guest communication
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Collaborate with management teams on service improvement initiatives and training recommendations
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Uphold company values, service standards and brand expectations at all times
What You’ll Need
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Grade 12; hospitality diploma/degree advantageous
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Minimum 3 years management experience in a luxury or 5 star environment
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Strong guest relations skills with the ability to resolve issues calmly and professionally
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Proven ability to manage high-pressure environments with sound decision-making
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Excellent communication and interpersonal skills
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High standards of grooming, professionalism and service etiquette
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Experience with Opera Cloud and MS Office
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Ability to work flexible hours, including mornings and evenings
If you are a dedicated hospitality professional passionate about delivering exceptional guest moments, we would love to hear from you.