Advance Your Hospitality Career with a Luxury Hotel Group

Are you an experienced hospitality professional who thrives in a fast-paced luxury hotel environment? Do you have a passion for delivering world-class guest experiences while leading high-performing teams?

We are currently recruiting for an experienced Hotel Duty Manager to join a prestigious luxury hospitality group based in the heart of Stellenbosch. Renowned for its exceptional service, elegant accommodation, and unforgettable guest experiences, this award-winning hospitality group offers the opportunity to build a rewarding career within one of South Africa’s most respected luxury hotel brands.

This is an exciting leadership opportunity for someone who enjoys being at the centre of hotel operations, ensuring every guest receives outstanding service while supporting and motivating operational teams to perform at their very best.

If you are passionate about hospitality, possess excellent leadership skills, and are committed to maintaining five-star service standards, we invite you to apply.

About the Role

As the Hotel Duty Manager, you will be responsible for overseeing the hotel’s daily operations, ensuring every department works together seamlessly to create an exceptional guest experience.

Working closely with senior management, you will act as the operational leader during your shift, coordinating departments, resolving guest concerns, maintaining operational standards, and ensuring the hotel consistently delivers the level of excellence expected from a luxury hospitality establishment.

This position requires a confident leader who remains calm under pressure, makes sound decisions, and is passionate about exceeding guest expectations.

Key Responsibilities

Guest Experience & Service Excellence

Ensure every guest enjoys a seamless and memorable stay from arrival through to departure.
Monitor the complete guest journey, ensuring personalised service is delivered at every touchpoint.
Build positive relationships with guests while proactively identifying opportunities to exceed expectations.
Professionally resolve guest concerns, complaints, and service recovery situations.
Escalate complex guest matters where appropriate while ensuring prompt follow-up and resolution.
Monitor guest feedback received during stay, at departure, and across online review platforms.
Analyse guest satisfaction trends and work with management to implement continuous service improvements.
Promote a culture of exceptional hospitality throughout the hotel.

Hotel Operations Management

Oversee the day-to-day operational activities of the hotel during assigned shifts.
Ensure all operational departments work together efficiently to deliver outstanding guest experiences.
Monitor occupancy levels, room availability, and operational requirements throughout each shift.
Coordinate communication between Front Office, Housekeeping, Food & Beverage, Maintenance, Finance, Reservations, and other departments.
Ensure room moves, guest requests, VIP arrivals, and special requirements are communicated accurately.
Monitor service standards across all guest-facing departments to ensure consistency.
Assist management in implementing operational improvements that increase efficiency and enhance guest satisfaction.

Leadership & Staff Management

Lead, motivate, and support operational teams while maintaining a positive working environment.
Ensure all guest-facing employees maintain professional grooming and presentation standards.
Enforce company policies, procedures, and professional conduct across all departments.
Conduct regular operational briefings with departmental teams.
Provide coaching, mentorship, and ongoing support to staff members.
Identify training needs and assist in developing team members through continuous learning initiatives.
Promote accountability, teamwork, and service excellence throughout the hotel.
Support disciplinary procedures where required while maintaining fairness and professionalism.

Training & Quality Assurance

Deliver ongoing training on company Standard Operating Procedures (SOPs).
Introduce newly implemented operational processes and guest service initiatives.
Ensure all employees understand current service standards and operational expectations.
Conduct regular quality inspections across guest-facing departments.
Monitor compliance with luxury hospitality standards and identify opportunities for improvement.
Encourage continuous development and operational excellence throughout the hotel.

Financial & Administrative Responsibilities

Manage monthly reconciliation of Front Office external supplier accounts, including airport transfers and guest transportation services.
Monitor Front Office Management Accounts and zero-balance accounts.
Oversee Front Office cash floats, reception cash handling, and foreign exchange controls.
Ensure financial procedures are followed accurately and consistently.
Assist with cost control initiatives and responsible resource management.
Minimise unnecessary expenditure while maintaining exceptional service standards.

Health, Safety & Compliance

Ensure the hotel operates in accordance with all health, safety, and security regulations.
Promote a safe working environment for both guests and employees.
Monitor compliance with company policies and operational procedures.
Conduct routine operational inspections to identify and address potential risks.
Assist with emergency procedures and incident reporting when necessary.
Support sustainability initiatives and environmentally responsible operational practices.

Skills & Experience

To succeed in this role, applicants should possess the following:

Minimum of 3 years’ experience as a Hotel Duty Manager, Assistant Hotel Manager, or in a similar hospitality leadership position.
Previous experience within a luxury or five-star hotel environment will be highly advantageous.
Strong leadership and people management skills.
Outstanding guest relations and customer service abilities.
Excellent organisational and time management skills.
Strong decision-making and problem-solving capabilities.
Ability to remain calm and professional under pressure.
Excellent verbal and written communication skills.
High attention to detail with a commitment to delivering consistently high standards.
Strong computer literacy, including Microsoft Office and hotel Property Management Systems such as Protel.
Ability to manage multiple priorities within a busy operational environment.
A collaborative leadership style with excellent cross-department communication skills.

Minimum Requirements

Applicants should meet the following criteria:

Grade 12 (Matric).
Tertiary qualification in Hospitality Management, Hotel Management, Tourism Management, or a related field.
Valid South African driver’s licence.
Willingness to work flexible shifts, including weekends, public holidays, and night shifts.
High levels of professionalism, integrity, and personal accountability.
First Aid, Fire Fighting, or Occupational Health & Safety certification will be advantageous.
Preference may be given to candidates residing in Stellenbosch, Franschhoek, Paarl, Somerset West, or surrounding areas.

Personal Attributes

The ideal candidate will demonstrate:

A genuine passion for luxury hospitality.
Exceptional leadership and interpersonal skills.
A guest-first mindset with outstanding customer service.
Strong emotional intelligence and conflict-resolution abilities.
Confidence in making operational decisions.
Excellent organisational and planning skills.
Adaptability within a fast-changing hospitality environment.
High levels of integrity, accountability, and professionalism.
A positive attitude with a proactive approach to problem-solving.
The ability to inspire teams and lead by example.

Why Join This Luxury Hospitality Group?

This opportunity offers far more than just another hospitality management position.

You will become part of a respected luxury hospitality brand that values service excellence, innovation, and employee development. Working alongside experienced hospitality professionals, you will have the opportunity to grow your leadership skills while contributing to memorable guest experiences within one of the Western Cape’s most sought-after hospitality destinations.

Our client offers:

Competitive remuneration package.
Career growth within a well-established luxury hospitality group.
Exposure to world-class hotel operations.
Professional development and ongoing training.
A supportive and collaborative management team.
The opportunity to work in one of South Africa’s premier hospitality destinations.

If you are an experienced hospitality professional who is passionate about operational excellence, guest satisfaction, and leading successful hotel teams, this is an exceptional opportunity to take the next step in your hospitality management career.