Hotel Operational Duty Manager

SUMMARY:
Act as the primary point of contact and decision-maker in the absence of the General Manager or Depu

POSITION INFO:

At The President Hotel, operational excellence and guest satisfaction sit at the heart of everything we do. As the hotel continues its journey toward luxury, strong on-floor leadership is essential to ensuring consistent service delivery across all departments.

We are recruiting a highly experienced Hotel Duty Manager to join the senior operational leadership team. This is a key management role suited to a confident hospitality professional capable of overseeing the entire hotel operation, supporting departmental leaders, and acting as the first line of management for both guest and staff matters.

This role is ideal for a hands-on, operationally strong leader who remains calm under pressure, leads with authority and professionalism, and ensures service standards are consistently upheld across the hotel.

Key Responsibilities

Operational Leadership & Oversight:

• Oversee the day-to-day operations of all hotel departments, including:
• Front Office
• Housekeeping
• Food & Beverage
• Maintenance
• Security
• Guest Services
• Act as the primary point of contact and decision-maker in the absence of the General Manager or Deputy General Manager
• Conduct daily operational walkabouts, briefings, and handovers
• Support departmental managers with operational guidance and problem-solving

Guest Experience & Service Recovery:

• Serve as the first-line manager for all guest complaints, escalations, and service recovery
• Monitor guest satisfaction and proactively address service gaps
• Ensure guest issues are resolved professionally, efficiently, and in line with brand standards

People & Incident Management:

• Manage staff issues, operational challenges, and emergencies calmly and decisively
• Maintain visible leadership presence during peak operational periods
• Ensure policies, procedures, and service standards are consistently applied

Compliance, Reporting & Control:

• Ensure compliance with health, safety, security, and operational standards
• Maintain accurate duty logs, incident reports, and shift handovers
• Escalate risks, trends, and critical matters to senior management as required

Minimum Requirements

• Matric or equivalent qualification
• Relevant hospitality qualification (Degree or Diploma)
• Minimum 5 years’ experience in a hotel management role
• Minimum 3 years’ experience as a Hotel Duty Manager within:
• 4 or 5-star luxury hotels
• Boutique hotels
• Luxury game lodges
• Proven experience working across all hotel departments
• Strong leadership, decision-making, and problem-solving skills
• Excellent communication skills with the ability to engage at all levels
• Computer literate with experience in hotel systems and operational reporting
• CV must be fully updated before submission

Key Skills & Attributes

• Strong operational leadership and authority presence
• Excellent guest service and service recovery capability
• Calm, confident, and decisive under pressure
• Strong people management and conflict resolution skills
• Highly organised with strong attention to detail
• Professional presentation and conduct
• Hands-on, team-focused management style

Why Work With Us

• Be part of a hotel committed to sincere, memorable hospitality
• Join a senior operational leadership team in a high-profile hotel
• Work closely with the General Manager and Deputy General Manager
• Opportunity to grow within a luxury-focused hospitality environment
• Competitive salary and employee benefits

Recruitment is aligned with the company’s Employment Equity Plan.
If you do not hear from us within two weeks of the closing date, please consider your application unsuccessful.