Purpose of the Role:  To oversee the day-to-day hotel operations, ensuring exceptional guest experiences, maintaining the highest service standards, and providing effective leadership and support to the operational team while ensuring the smooth running of all front-of-house activities.

Key Responsibilities:

• Oversee the daily operational activities of the hotel
• Ensure luxury service standards are consistently maintained across all departments
• Manage guest enquiries, requests and complaints promptly and professionally
• Monitor guest feedback and implement appropriate service recovery where required
• Lead, motivate and support the front office and operational teams
• Assist with staff training, coaching and ongoing development
• Manage guest arrivals and departures efficiently using OPERA Cloud
• Process guest accounts accurately and handle cash and guest funds responsibly
• Respond to email correspondence and telephonic enquiries professionally
• Operate the hotel switchboard and direct calls appropriately
• Coordinate hotel reservations and restaurant bookings
• Maintain a thorough knowledge of hotel facilities, room categories and guest services
• Assist with Food & Beverage operations during busy service periods
• Liaise effectively with all departments to ensure seamless guest experiences
• Ensure operational procedures, policies and service standards are adhered to at all times

• Post-matric qualification in Hospitality Management or Hotel School
• Minimum 3 years' experience in a Duty Manager or supervisory role within a luxury 5-star hotel or similar hospitality environment
• Previous leadership or supervisory experience advantageous
• Proficient in Microsoft Office and OPERA Cloud Property Management System
• Excellent verbal and written communication skills with a high level of English proficiency
• Strong leadership, organisational and problem-solving abilities
• Ability to train, mentor and motivate a team
• Guest-focused with exceptional interpersonal skills
• Trustworthy with the ability to handle guest accounts and cash responsibly
• Positive, energetic and professional approach
• Ability to remain calm and perform effectively under pressure
• Willingness to work shifts, weekends and public holidays as required
• Own reliable transport will be advantageous

• Must reside in or near the Cape Town Southern Suburbs at commencement of employment