Duty Manager - Luxury Hotel, Cape Town

About the role

Career Growth, a hospitality recruiter, is hiring an experienced, guest-focused Duty Manager on behalf of a luxury hotel in Cape Town. The role sits in the Rooms / Front Office department and is central to the guest experience, working closely with Front Office and other departments so that every stay is memorable. It suits a confident hospitality professional who builds strong guest relationships and leads by example.

Key responsibilities

• Oversee the guest experience from arrival to departure, anticipating needs and resolving concerns professionally, with service recovery coordinated within 24 hours.
• Maintain a strong presence in guest-facing areas, especially during breakfast and dinner service, and build relationships with guests, travel agents and returning visitors.
• Welcome VIPs, returning guests and guests flagged by booking agents personally, arrange touches for special occasions and implement service recovery plans that balance satisfaction with responsible cost management.
• Coordinate the guest interchange programme and share feedback with agents and colleagues.
• Keep up to date on rooms, outlets, facilities and services, and work with Front Office, Concierge, Housekeeping, Food and Beverage, Maintenance and Security.
• Spot check guest-facing areas, complete monthly quality assurance audits and recommend improvements to Front Office management.
• Support the Concierge team, liaise with Security on lost property and assist with risk and crisis management.
• Identify Front Office training needs, encourage room upgrades and promote outlets, facilities and chauffeur services.
• Support loyalty programme enrolments and targets, and work with Sales and Marketing on guest reviews and feedback.

Required profile

• Grade 12 or equivalent.
• At least three years of management experience, preferably in a five-star hotel.
• A diploma or degree in Hospitality Management is advantageous.
• Diploma-level guest relations, guest satisfaction and service recovery experience.
• Excellent written and spoken English; an additional language is an advantage.

Required skills

• Proficiency in Opera Cloud and Microsoft Office (Word, Excel, PowerPoint).
• Strong decision-making, problem-solving and conflict resolution skills.
• Commercial awareness and the ability to spot upselling opportunities.

To apply, candidates submit their CV and a professional photograph through the recruiter's online application.