Operations Duty Manager

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.

• 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.

• 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.

• 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.