SUMMARY:
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POSITION INFO:
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
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Manage daily operational activities across multiple departments, including facilities, retail, and F&B.
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Conduct shift briefings, manage handovers, and ensure strong communication across teams.
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Implement and monitor service standards to maintain a premium guest experience.
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Oversee compliance with safety, health, and environmental regulations.
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Handle guest escalations, queries, and complaints with professionalism and urgency.
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Collaborate with marketing on promotions and events to enhance the guest experience.
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Ensure tenant and service provider performance aligns with brand and contractual standards.
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Compile and present operational reports and recommendations for improvement.
What You Bring
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Matric plus a 3-year Hotel School Diploma or equivalent.
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Minimum of 5 years’ experience, including 3 years in a management role within hospitality or retail operations.
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Proven ability to manage diverse teams and complex operations.
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Strong knowledge of hospitality systems (Opera, Micros, MS Office).
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Understanding of relevant legislation, including labour, risk, and safety.
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Analytical thinker with attention to detail and strong decision-making ability.
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Customer-centric approach with excellent interpersonal and communication skills.
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Availability to work shifts, weekends, and public holidays as required.
What Success Looks Like
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Operational efficiency maintained across all departments.
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Exceptional guest satisfaction and rapid resolution of escalations.
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Consistent adherence to brand, safety, and compliance standards.
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Strong collaboration across business units and service providers.
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Positive, motivated teams delivering on customer experience goals.
