Duty Manager

Recruiter:

Bright Search Recruitment (Pty) Ltd

Job Ref:

JHB001922/BP

Date posted:

Wednesday, August 13, 2025

Location:

Hoedspruit, South Africa

SUMMARY:
Job Overview:
The Duty Manager acts as the senior manager on duty, responsible for overseeing hotel operations during assigned shifts. This role ensures that guest services are delivered to 5-star standards, hotel policies are followed, and all departments operate smoothly. The Duty Manager handles guest complaints, coordinates emergency situations, and acts as the point of contact for staff and VIP guests during off-peak or peak periods.
Key Duties & Responsibilities:
Guest Relations & Service Delivery

Act as the main point of contact for guests during your shift
Ensure a seamless and luxurious guest experience throughout the hotel
Handle guest feedback, complaints, and special requests professionally
Monitor VIP arrivals, in-house VIP guests, and coordinate special amenities or services

Operational Oversight

Oversee the functioning of all departments during the shift (Front Office, Housekeeping, F&B, Security, etc.)
Perform hotel walkthroughs to ensure cleanliness, safety, and ambiance are maintained
Support front office operations such as check-ins, check-outs, room moves, and upgrades
Ensure all public areas, lounges, and lobby areas meet 5-star presentation standards

Crisis & Emergency Response

Take charge in the event of emergencies: fire alarms, guest illness, safety threats, etc.
Coordinate with emergency services and ensure proper incident reporting
Ensure all staff are following safety and emergency procedures

Staff Supervision & Support

Monitor staff behavior, grooming, and service delivery
Mentor and coach junior staff during the shift
Assist in managing staff break schedules and shift handovers
Step in to assist departments during peak periods or staff shortages

Reporting & Handover

Prepare a comprehensive Duty Manager’s logbook or shift report
Communicate important matters to the incoming shift or management team
Log guest incidents, staff issues, or operational challenges

POSITION INFO:
Minimum Qualifications & Experience:

Diploma or Degree in Hospitality Management or Hotel Operations
At least 2 years' experience in a hotel operations role in a 4/5-star property
At least 1-2 years' experience as a Supervisor, Front Office Team Leader, or Assistant Manager
Strong knowledge of hotel software systems (e.g., OPERA, Protel, or similar)
Exceptional communication, leadership, and problem-solving skills
Well-presented, confident, and calm under pressure

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