Operations Duty Manager

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

• Manage daily operational activities across multiple departments, including facilities, retail, and F&B.

• Conduct shift briefings, manage handovers, and ensure strong communication across teams.

• Implement and monitor service standards to maintain a premium guest experience.

• Oversee compliance with safety, health, and environmental regulations.

• Handle guest escalations, queries, and complaints with professionalism and urgency.

• Collaborate with marketing on promotions and events to enhance the guest experience.

• Ensure tenant and service provider performance aligns with brand and contractual standards.

• Compile and present operational reports and recommendations for improvement.

What You Bring

• Matric plus a 3-year Hotel School Diploma or equivalent.

• Minimum of 5 years’ experience, including 3 years in a management role within hospitality or retail operations.

• Proven ability to manage diverse teams and complex operations.

• Strong knowledge of hospitality systems (Opera, Micros, MS Office).

• Understanding of relevant legislation, including labour, risk, and safety.

• Analytical thinker with attention to detail and strong decision-making ability.

• Customer-centric approach with excellent interpersonal and communication skills.

• Availability to work shifts, weekends, and public holidays as required.

What Success Looks Like

• Operational efficiency maintained across all departments.

• Exceptional guest satisfaction and rapid resolution of escalations.

• Consistent adherence to brand, safety, and compliance standards.

• Strong collaboration across business units and service providers.

• Positive, motivated teams delivering on customer experience goals.