Duty Manager

SUMMARY:
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POSITION INFO:

A prestigious luxury boutique hotel in Durban is seeking an experienced and service-driven Duty Manager to oversee daily hotel operations and ensure guests receive an exceptional hospitality experience at every touchpoint.

This role is ideal for a hospitality professional who thrives in a fast-paced environment, enjoys leading teams, and has a passion for delivering world-class guest service. As the operational leader on shift, you will play a critical role in maintaining service excellence, supporting departmental teams, and ensuring smooth day-to-day operations throughout the hotel.

The Role

As Duty Manager, you will be responsible for overseeing all operational departments during your shift, ensuring seamless coordination between teams and consistently high service standards. You will act as the primary point of escalation for guest concerns, operational challenges, and service delivery requirements while maintaining the luxury standards expected of a boutique hospitality establishment.

The successful candidate will be a hands-on leader with strong problem-solving abilities, excellent guest relations skills, and the confidence to make decisions in a dynamic hospitality environment.

Key Responsibilities

Operational Management

• Oversee daily hotel operations across all departments during assigned shifts.
• Conduct operational briefings and shift handovers to ensure continuity of service.
• Monitor service standards and ensure all departments operate efficiently.
• Ensure rooms, public areas, and guest facilities meet presentation and quality standards.
• Coordinate operational activities between Front Office, Housekeeping, Food & Beverage, Maintenance, and Security teams.
• Support management in maintaining operational excellence across the property.

Guest Experience & Service Excellence

• Welcome and engage with guests to ensure a personalised hospitality experience.
• Manage guest requests, concerns, and complaints professionally and efficiently.
• Resolve service issues promptly while ensuring guest satisfaction.
• Assist with guest arrivals, departures, VIP guest experiences, and special requests.
• Conduct guest follow-ups and ensure service recovery where necessary.
• Promote a culture of exceptional guest service throughout the hotel.

Team Leadership

• Supervise staff performance during shifts and ensure adherence to hotel standards.
• Monitor employee presentation, grooming, professionalism, and conduct.
• Provide guidance, support, and coaching to operational teams.
• Assist with staff training and development initiatives.
• Foster a positive and collaborative working environment.

Safety, Security & Compliance

• Respond effectively to operational incidents, emergencies, and guest concerns.
• Ensure compliance with health, safety, security, and hospitality regulations.
• Monitor security procedures and report incidents as required.
• Support emergency response procedures and business continuity plans.
• Ensure all operational activities comply with hotel policies and procedures.

Operational Coordination

• Liaise with all departments to ensure smooth guest journeys and service delivery.
• Monitor room readiness and guest arrival requirements.
• Assist with occupancy management and operational planning.
• Ensure maintenance issues are reported and resolved efficiently.
• Support special events, functions, and hotel initiatives as required.

Minimum Requirements

• Diploma or Degree in Hospitality Management, Hotel Management, Tourism, or a related field.
• Minimum 3–5 years' experience in a Duty Manager, Assistant Hotel Manager, Front Office Manager, Guest Relations Manager, or similar hospitality leadership role.
• Experience within a boutique hotel, luxury hotel, resort, lodge, or premium hospitality environment.
• Strong understanding of hotel operations and guest service standards.
• Experience managing operational teams across multiple departments.
• Knowledge of hospitality management systems and property management software.
• Excellent problem-solving and conflict-resolution skills.
• Strong organisational and administrative abilities.
• Ability to work flexible shifts, including weekends and public holidays.
• Valid driver's licence advantageous.

Ideal Candidate Profile

The ideal candidate is a polished hospitality professional who leads by example and thrives on delivering exceptional guest experiences. They are highly organised, proactive, and capable of balancing operational responsibilities with a genuine passion for service excellence.

They possess strong leadership skills, remain calm under pressure, and are committed to maintaining the highest standards expected within a luxury boutique hotel environment.

What We're Looking For

• Strong leadership and team management skills
• Exceptional guest service and relationship-building abilities
• Excellent communication and interpersonal skills
• Strong operational coordination capabilities
• Effective conflict resolution and problem-solving skills
• Ability to remain calm under pressure
• Professional presentation and attention to detail
• Strong organisational and time-management skills
• High levels of accountability and reliability
• Passion for hospitality and service excellence
• Ability to create memorable guest experiences

If you are an experienced hospitality professional looking to advance your career within a luxury boutique hotel environment, we would love to hear from you.