Operations Duty Manager

Bring your leadership expertise to one of Cape Town’s most dynamic hospitality and entertainment environments. This is an opportunity to ensure world-class guest experiences while managing complex, high-traffic operations.

As Operations Duty Manager, you will oversee all front-of-house and guest-facing activities across the property — ensuring smooth execution of daily operations, events, and promotions. You’ll be accountable for service excellence, operational compliance, and coordination between internal teams and external partners to deliver a seamless customer journey.

What You’ll Do

Manage daily operational activities across multiple departments, including facilities, retail, and F&B.

Conduct shift briefings, manage handovers, and ensure strong communication across teams.

Implement and monitor service standards to maintain a premium guest experience.

Oversee compliance with safety, health, and environmental regulations.

Handle guest escalations, queries, and complaints with professionalism and urgency.

Collaborate with marketing on promotions and events to enhance the guest experience.

Ensure tenant and service provider performance aligns with brand and contractual standards.

Compile and present operational reports and recommendations for improvement.

What You Bring

Matric plus a 3-year Hotel School Diploma or equivalent.

Minimum of 5 years’ experience, including 3 years in a management role within hospitality or retail operations.

Proven ability to manage diverse teams and complex operations.

Strong knowledge of hospitality systems (Opera, Micros, MS Office).

Understanding of relevant legislation, including labour, risk, and safety.

Analytical thinker with attention to detail and strong decision-making ability.

Customer-centric approach with excellent interpersonal and communication skills.

Availability to work shifts, weekends, and public holidays as required.

What Success Looks Like

Operational efficiency maintained across all departments.

Exceptional guest satisfaction and rapid resolution of escalations.

Consistent adherence to brand, safety, and compliance standards.

Strong collaboration across business units and service providers.

Positive, motivated teams delivering on customer experience goals.