Overview

We are seeking experienced Hotel Duty Managers to join our Client’s Luxury Destination Wine Estate.

The Duty Managers (will be focussing on our client’s guest experiences and will be the central point of connection across all guest touchpoints, from reservation through to post-visit follow-ups, ensuring seamless, personalised, and memorable experiences. 

This role gathers and filters guest information from multiple outlets (Golf, Events, Hotel, F&B) to anticipate needs, resolve issues, and enhance satisfaction. The Guest Experience Lead enhances guest profiling and curates the CRM system to ensure guest data is accurate and actionable, driving targeted and meaningful guest interactions.

Key Responsibilities:

The Duty Managers reports directly to the Guest Relations Manager.

• Serve as the primary coordinator and communicator between all departments (Golf, Events, Hotel, F&B, Spa) to align schedules, share relevant guest information, and support smooth operation of guest services.
• Monitor and manage guest information in the CRM, ensuring data is current, filtered appropriately, and leveraged to enhance personalised experiences.
• Act as the first point of contact for guest interactions across all touchpoints; anticipate guest needs and follow through to exceed expectations.
• Respond promptly and professionally to guest feedback and complaints, ensuring timely resolution and guest satisfaction.
• Collaborate closely with Front Office, Reservations, and all operational teams to deliver consistent, high-quality guest experiences.
• Compile, develop, and execute innovative guest experience initiatives that foster positive engagement and loyalty.
• Ensure the ambiance, presentation, and overall guest environment in all outlets is welcoming and meets brand standards.
• Coach and support staff across outlets to maintain high service standards and ensure competency in their guest-facing roles.
• Support the implementation of on-the-job training and continuous skills development programs to maximize team effectiveness.
• Work with management to review, assess, and improve processes, policies, and service delivery strategies to enhance guest satisfaction.
• Maintain a proactive approach toward sustainability initiatives and lead by example in fostering a responsible guest environment.
• Handle emergency situations or unexpected issues calmly and efficiently, coordinating with relevant departments as needed.
• Provide regular communication and updates to management on guest feedback trends, operational challenges, and opportunities for service improvement.

Knowledge, Skills, Qualities

• 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
• Minimum of 3 year’s experience in hotel management or similar leadership role
• Previous 5* Hotel experience preferred
• Computer literate
• Sustainable quality and attention to detail
• Deep commitment and understanding of the guest experience
• Teamwork, cross organisational collaboration and building high performance teams

Only candidates with the relevant experience and requirements will be shortlisted and contacted.

Remuneration details

Competitive Remuneration, dependant on experience. Stipulate your salary expectation with your application.

Start Date

Priority Position

Consideration

Candidates, who are already residing in the vicinity of the Cape Winelands will have preference. We can only consider South African Citizens or applicants who hold a valid South African Permanent Residence! No Work Permit applications will be accepted! Applicants, who live in other provinces of South Africa still need to attend personal interviews and if requested to do any cook-offs, will do so completely at their own expense. We handle high volumes of applications daily and will only be able to reply, via e-mail, to candidates who have met our clients’ requirements.

Due to the high volume of CV’s received, only shortlisted candidates will be contacted.

All applications submitted must contain:

• Updated CV with contactable references
• Certified Tertiary Educational documents
• Certified Written Reference Letters
• Recent presentable profile photo’s
• 6-8 Food profile photos produced by yourself or in conjunction with the team

How to apply

Email us at info@pmrecruitment.co.za

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