Hotel Duty Manager

About the role

Karen Tupper Recruitment is recruiting a full-time Hotel Duty Manager based in Cape Town, Western Cape. The role keeps a visible presence across guest areas such as restaurants and conferencing facilities, manages VIPs and special occasions, resolves guest issues quickly and supports the hotel's operations during peak times.

Key responsibilities

• Maintain a visible presence across guest areas, including restaurants and conferencing facilities, delivering personalised and attentive service.
• Manage VIP stays, welcome-back guests and special celebrations.
• Resolve guest concerns promptly and implement effective guest recovery plans within 24 hours.
• Build and maintain strong relationships with guests, agents and internal teams.
• Support Front Office, Concierge and other departments during peak periods.
• Inspect public areas to uphold cleanliness, presentation and maintenance standards.
• Monitor guest reviews and feedback to identify service improvements.
• Assist with risk management, crisis communication and lost-and-found matters.
• Encourage upselling of rooms, facilities and hotel outlets to support revenue.
• Work with management on service improvements, staff training and operational initiatives.
• Ensure compliance with brand standards, hotel procedures and service expectations.

Required profile

• Matric / Grade 12 qualification; a recognised hospitality diploma or degree is preferable.
• South African citizen who resides in Cape Town.
• 2-4 years of management experience in a similar role within a 4/5-star hotel.
• Excellent guest relations and complaint-resolution skills.
• Strong leadership, team management and stakeholder relationship skills.
• Professional grooming, presentation and service etiquette.
• Willingness to work shifts, including evenings, weekends and public holidays.
• Fluency in an additional language is an advantage.

Required skills

• Written and spoken English.
• Proficiency in Opera and Microsoft Office.
• Organisational, planning and administrative skills.
• Ability to multitask, manage conflict and make sound decisions under pressure.