Duty Manager

Our client based in Franschhoek, is looking for a Duty Manager to join their team. You will excel in this role if you have strong leadership skills, excellent problem-solving abilities, and a commitment to providing outstanding guest experiences whilst maintaining a high degree of operational delivery. Facilitate a seamless stay for guests through planning of the guest journey and making contact with guests during their stay for updates/feedback Deal with and or escalate guest challenges/complaints Monitor guest feedback received at check-out and through digital platforms, driving improvements based on this feedback as discussed with Management. Ensure that all guest facing teams maintain a professional and polished appearance by adhering to the company dress code. Enforce a zero-tolerance disciplinary code, maintaining a high standard of professionalism across the team. Work closely with Finance and Reservations teams. Drive guest feedback to the relevant teams and schedule training on challenging feedback to improve service delivery. Communicate occupancy changes or room moves to all departments to ensure proper staffing and resource allocation. Conducting regular training on current and updated SOP’s and additional services implemented. Drive the PIT check procedure (Pre/In/Post) to ensure all guest services are delivered accurately. Manage the monthly reconciliation of Front Office External Supplier Accounts (external airport transfers etc.) Manage O-status (zero balance) and Management Accounts Minimize waste and control resources within the front office department. Managing the Front Office floats (reception and “Forex”) Ensure, enforce and maintain Health and Safety standards Requirements: Minimum of 3 years of experience in hotel management or a similar leadership role Previous 5* Hotel experience would be advantageous Computer skills, including proficiency in the use of Protel and MS Office Sustainable quality and attention to detail Deep commitment and understanding of the guest experience Teamwork, cross-organisational collaboration, and building high-performance teams Matric Tertiary qualification in Hospitality Management or Tourism Valid Driver’s license Ability to work shifts, including night shift. Personal and professional integrity of the highest standard Preference will be given to candidates from Franschhoek and neighboring areas Benefits 50% Medical Aid Contribution 3% Provident Fund Contribution Annual Increases and Bonuses Staff transport available at a subsidized amount on Franschhoek, Paarl, Stellenbosch and Wellington routes.

Location: Franschhoek, Western Cape, ZA

Posted Date: 10/20/2025