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Duty Manager

Duty Manager

MORE Family CollectionCape Town, ZA
14 days ago
Job description

Job title : Duty Manager

Job Location : Western Cape, Cape Town

Deadline : October 13, 2025

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Key Responsibilities

Guest Experience

  • Personally welcome VIP guests, repeat guests, and special occasion stays, ensuring tailored attention.
  • Oversee the entire check-in and check-out process, ensuring efficiency and a warm, professional standard.
  • Manage guest complaints and feedback, resolving issues promptly while protecting the hotel’s reputation.
  • Actively engage with guests in public areas to build rapport, identify service opportunities, and ensure needs are anticipated.
  • Ensure guest requests (tours, transfers, amenities, reservations) are actioned promptly and communicated to relevant departments.

    • Operational Oversight

  • Act as the “Manager on Duty” (MOD), ensuring smooth hotel operations in the absence of senior management.
  • Conduct regular property walks to monitor housekeeping standards, public areas, maintenance, and overall readiness.
  • Liaise closely with Housekeeping to ensure room readiness, cleanliness standards, and efficient turnaround of arrivals / departures.
  • Coordinate with Food & Beverage to confirm guest dietary needs, dining preferences, and seamless service during meal periods.
  • Ensure the front office team maintains accurate guest profiles in the PMS and that all billing is correctly processed.
  • Oversee security protocols during shifts, including monitoring access points and ensuring staff compliance with safety procedures.
  • Respond quickly to operational breakdowns (maintenance issues, staff shortages, delays) with practical solutions.

    • Team Leadership

  • Lead by example, setting the standard for grooming, service etiquette, and guest interaction.
  • Supervise and support Front Office staff, ensuring each team member is delivering according to hotel standards.
  • Motivate and mentor junior staff, providing constructive feedback and on-the-job training where needed.
  • Assist with scheduling adjustments during shifts to ensure adequate coverage across departments.
  • Encourage interdepartmental teamwork, fostering collaboration and problem-solving across the hotel.

    • Administration & Communication

  • Compile accurate and detailed Duty Manager reports summarising shift highlights, guest feedback, incidents, and follow-ups required.
  • Ensure thorough shift handovers with the Front of House Manager and next Duty Manager.
  • Monitor cash handling, float balancing, and compliance with financial procedures.
  • Track and report guest feedback trends, service recovery cases, and operational challenges to management.
  • Support compliance with legislative requirements, including Tourism Act registration, health and safety checks, and data accuracy for guest records.

    • Requirements :

  • Minimum 2–3 years’ experience in a supervisory, assistant manager, or duty manager role within the hospitality industry.
  • Strong leadership, communication, and problem-solving abilities.
  • A guest-focused mindset with excellent attention to detail.
  • Ability to remain calm and make sound decisions in high-pressure or emergency situations.
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    Manager Manager • Cape Town, ZA

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