Front Office Duty Manager

Position: Duty Manager
Location: Cape Town, South Africa
Department: Operations / Front Office
Reports To: General Manager / Operations Manager
Employment Type: Full-Time
Shifts: Rotational shifts, including mornings, evenings, weekends and public holidays

ABOUT 91 LOOP

91 Loop Boutique Hostel is a vibrant, social and guest-focused hostel in the heart of Cape Town. We create a fun, welcoming and safe environment where travellers from around the world can connect, explore Cape Town and enjoy an unforgettable stay.

We are looking for an experienced, energetic and responsible Duty Manager to join our team and take responsibility for the smooth running of the hostel during their assigned shift.

The Duty Manager is a key member of the management team and is responsible for ensuring that guests, staff and daily operations are well managed at all times.

THE ROLE

As Duty Manager, you will be responsible for overseeing the day-to-day operation of the hostel during your shift.

You will act as the senior person on duty, ensuring that the front office, housekeeping, guest services and other operational areas work together effectively.

You will be expected to make decisions, resolve guest issues, support and supervise staff, monitor standards, manage incidents and ensure that the hostel remains safe, clean, efficient and welcoming.

The successful candidate must be comfortable working rotational shifts, including evenings, weekends and public holidays.

KEY RESPONSIBILITIES1. Overall Shift Management

• Take overall responsibility for the smooth operation of the hostel during the assigned shift.
• Act as the senior manager/person on duty when required.
• Ensure all departments are operating according to 91 Loop standards.
• Conduct regular checks of the hostel throughout the shift.
• Monitor staff performance and ensure duties are completed correctly.
• Allocate tasks to staff according to operational requirements.
• Ensure adequate communication between departments.
• Deal with operational problems quickly and effectively.
• Make appropriate decisions in the absence of senior management.
• Ensure a detailed handover is provided to the incoming Duty Manager or management team.
• Follow up on outstanding issues from previous shifts.

2. Guest Experience

• Ensure every guest receives friendly, professional and efficient service.
• Maintain a visible management presence throughout the hostel.
• Monitor guest satisfaction and proactively address concerns.
• Handle complaints and difficult situations professionally.
• Resolve guest issues where possible and escalate serious matters to management.
• Follow up with guests after complaints or incidents to ensure the matter has been resolved.
• Ensure hostel rules are communicated and enforced fairly.
• Encourage a welcoming, social and inclusive hostel environment.
• Monitor guest feedback and identify opportunities to improve the guest experience.
• Assist reception during busy periods when required.
• Promote hostel activities, tours and events.
• Encourage guests to participate in social activities and make use of hostel facilities.

3. Front Office Oversight

• Oversee reception operations during the shift.
• Ensure check-ins and check-outs are completed accurately and efficiently.
• Monitor arrivals, departures, extensions, cancellations and no-shows.
• Assist with difficult or complicated reservations.
• Monitor room and bed allocations.
• Ensure reception staff are following correct procedures.
• Check that guest information and documentation is completed correctly.
• Assist with group arrivals and departures.
• Ensure guest requests are communicated to the relevant departments.
• Ensure accurate shift handovers are completed.
• Assist with reservation and PMS-related issues where required.
• Monitor OTA and direct booking issues and escalate discrepancies when necessary.

4. Staff Supervision

• Supervise front office and operational staff during the assigned shift.
• Ensure staff arrive on time and are correctly dressed and presented.
• Allocate daily tasks and responsibilities.
• Monitor staff productivity and service standards.
• Provide guidance and support to team members.
• Address minor performance and conduct issues appropriately.
• Recognise good performance and provide constructive feedback.
• Ensure staff follow company policies, procedures and SOPs.
• Assist with training new team members.
• Ensure staff maintain professional standards when dealing with guests.
• Report serious performance, attendance or disciplinary matters to management.

5. Housekeeping & Room Standards

• Work closely with the Housekeeping team to ensure rooms and dorms are ready for arriving guests.
• Monitor room cleanliness and presentation.
• Follow up on rooms that are not ready within expected timeframes.
• Conduct spot checks of rooms, bathrooms and public areas when required.
• Ensure housekeeping issues are communicated and resolved promptly.
• Monitor room status and availability.
• Report maintenance or cleanliness issues to the appropriate department.
• Ensure common areas remain clean, functional and welcoming.
• Assist in prioritising rooms when occupancy or operational requirements change.

6. Safety & Security

• Take responsibility for maintaining a safe environment during the assigned shift.
• Monitor access to the hostel and ensure security procedures are followed.
• Respond appropriately to incidents involving guests, staff or visitors.
• Deal with disruptive behaviour professionally and according to hostel policy.
• Escalate serious incidents to senior management and/or security services.
• Complete incident reports accurately.
• Monitor CCTV where applicable and report suspicious activity.
• Ensure emergency procedures are followed.
• Assist guests and staff during emergencies.
• Ensure fire exits and emergency access routes remain clear.
• Report safety hazards, security concerns and maintenance issues immediately.
• Protect guest belongings and confidential information.

7. Cash Handling & Financial Control

• Oversee cash and payment procedures during the shift.
• Ensure reception staff handle cash and card payments correctly.
• Monitor the reception cash float.
• Review cash-ups and payment reconciliations where required.
• Investigate and report payment discrepancies.
• Ensure refunds, deposits and adjustments are processed according to company policy.
• Monitor outstanding guest balances.
• Ensure all transactions are accurately recorded.
• Report financial irregularities to management.

8. Maintenance & Facilities

• Conduct regular checks of the hostel's facilities.
• Identify maintenance issues and ensure they are reported promptly.
• Follow up on urgent maintenance problems.
• Communicate with maintenance staff, contractors and management where required.
• Ensure guest-impacting maintenance issues are prioritised.
• Monitor bathrooms, showers, common areas and other guest facilities.
• Take immediate action where a maintenance issue creates a safety risk.
• Ensure temporary solutions are communicated to guests and staff where necessary.

9. Guest Activities & Social Environment

• Support the Guest Service Manager and team with guest activities and events.
• Ensure scheduled activities are running smoothly.
• Assist with setup and operational requirements when necessary.
• Monitor events to ensure they remain safe and enjoyable.
• Encourage guests to participate in hostel activities.
• Ensure responsible behaviour during social events.
• Deal with noise, disruptive behaviour or safety concerns appropriately.
• Help create the social atmosphere that makes 91 Loop a memorable hostel experience.

10. Groups & Large Bookings

• Assist with the operational management of group arrivals and departures.
• Ensure group room allocations are prepared correctly.
• Coordinate with reception and housekeeping before group ar