Duty Manager

Job Advert Summary

The Front Office Duty Manager oversees the daily Front Office operations, ensuring exceptional guest service, efficient hotel operations, and compliance with company standards. The role supervises the Front Office team, resolves guest concerns, coordinates with other departments, and supports revenue and operational objectives while maintaining a welcoming and professional guest experience.

Minimum Requirements

• Grade 12 (Matric) or equivalent qualification.
• Diploma or Degree in Hospitality Management, Tourism, or a related field (advantageous).
• Minimum of 2–3 years' experience in a Front Office supervisory or Duty Manager role within a hotel.
• Strong knowledge of Front Office operations, guest service standards, and hotel procedures.
• Experience using a Property Management System (PMS) (e.g. Opera or similar).
• Proficient in Microsoft Office (Word, Excel, Outlook).
• Excellent communication, interpersonal, and problem-solving skills.
• Strong leadership and team management abilities.
• Ability to work flexible shifts, including weekends, public holidays, and evenings.
• Excellent organisational skills with the ability to multitask in a fast-paced environment.
• Professional appearance and a customer-focused approach.
• Fluent in English; additional languages are advantageous.

Duties and Responsibilities

• Ensure that all company policies, procedures & standard operating processes are adhered to and regularly updated
• Ensure all health and safety procedures are adhered to and that appropriate fire evacuation procedures are in place
• To display a pro-active and leading role in terms of service, culture, development, systems, procedures and skills development
• Manage any people issues timeously. Counsel & discipline hotel employees if needed & where applicable performance shortfalls ensuring that appropriate records are left in the employee files and that the hotel’s disciplinary procedures are followed always
• To be aware of local market competition, to monitor trends within the industry and make suggestions how these could be implemented in our hotel
• Attend HOD briefings
• Responsible for supervision of front-office staff, porters, butlers
• To carry out yearly & half-yearly performance appraisals with key hotel staff personally and, ensure that the employees are appraised regularly and that all performance appraisals are followed up through regular job chats and progress meetings
• Maximises the average room occupancy & average room rate achieved
• Maintains excellent relationships with guests to ensure that guest satisfaction is established & maintained by F/O staff
• Identify & implement staff training to ensure company standards are met
• Liaise with other departments to ensure smooth flow of information through-out the property as per operating standards
• Schedules staff duties & draws up rosters and finalise salaries and wages. To pro-actively assess risks to the business – next shifts, next day, next month, etc. Planning of leave schedules
• Be visual face of the business & interact with guests & employees
• Evaluate & manage guest feedback
• Daily, weekly, monthly reporting as required
• Ensure all property inspections are completed
• Motivate & train staff where required
• Financial management of the operational business Responsible for budgeting process Compilation of and adherence to financial budgets within rooms (Market mix, avg. room rate, YIELD and Occupancy).
• Planning of leave schedules
• Any other duties that may be required To pro-actively assess risks to the business – next shifts, next day, next month, etc.
• To continuously analyse actual standards observed against departmental standards