Duty Manager

A Farm Shaped Over Time

At Boschendal, work follows the rhythm of the farm – shaped by seasons, people, produce, and care.

Set in the heart of the Cape Winelands, Boschendal is a living farm where hospitality, retail, food, wine, craft, and land come together in experiences that feel warm, generous, and grounded.

Every detail matters: what we grow, make, stock, sell, and share with our guests.

Our Purpose: Regenerating our Future through People & Soil

At Boschendal, regeneration begins with the land and is carried forward by our people. We are a farm with purpose, caring for our soil, nurturing our teams, strengthening our community, and creating meaningful guest experiences through genuine hospitality – all rooted in the future we are shaping together.

Duty Manager

The Duty Manager will oversee and manage all operations related to Front of Office areas, ensuring an exceptional guest experience. This role is integral to maintaining the highest standards of cleanliness, service, and operational efficiency while fostering a welcoming and professional environment. Ensure smooth arrivals, departures, and administrative efficiency and handling reservations of activities and F&B requirements for in-house guests. The Duty Manager will work and cover late shifts (13:00 – 22:00) and be allocated across the farm to the various FOH areas.

KEY RESPONSIBILITIES:

GUEST SERVICES (FRONT OF HOUSE)

• Act as the primary point of contact for all guest queries, concerns, and special requests, ensuring timely and effective resolution.
• Support FOH, Manage and co-ordinate check-ins, check-outs, and guest billing procedures efficiently.
• The Late shift Duty Manager will support the Guest Relations Manager by providing leadership support and guidance to the Night Auditors.
• Ensure the delivery of personalized guest experiences, including recommendations and assistance with itineraries and special room drops e.g. VIPs.
• To support and Provide VIP meet and greet and personalized in room check-in.
• Monitor guest satisfaction through feedback and implement continuous improvements.
• Train and mentor front-of-house staff to deliver exceptional customer service.
• Regularly move between all accommodation areas to ensure seamless operations and consistency in delivery service.
• Proactively engage with guests to address needs, ensure satisfaction, and gather valuable feedback. This should take place throughout the day.
•  Assist with organizing and overseeing guest activities or events, ensuring smooth execution and an enjoyable experience.
• Respond promptly to on-site emergencies or guest concerns, demonstrating professionalism and efficiency.
• Ensure cleaning guidelines are followed and completed in accordance with current requirements.
• Manage and report on a weekly basis on outstanding accommodation maintenance requirements.
• Assist the team with guest requests and cleaning when necessary.
• Report and perform regular inspections of rooms to ensure they are up to standard.
• Ensure transparent communication between the various teams and other departments in relation to guests and other relevant info.
• The Duty Manager will support all training efforts for the FOH teams to the required levels and the training is kept up to date.
• Ensure Health and Safety compliance in relation in areas
• Lead daily briefings in the absence of the Guest Relations Manager, to align teams with operational goals and guest expectations.
• Handle staff performance evaluations, provide constructive feedback, and identify training needs.
• Foster collaboration between departments to ensure seamless service delivery across all areas of the property.

EDUCATIONAL BACKGROUND:

• Matric
• Relevant hospitality certificates advantages
• Driver’s License is a plus.

EXPERIENCE & SKILLS:

• Manage hospitality teams
• Stock and systems knowledge
• Handling guest complaints and guest experience
• Previous Hospitality and guest experience
• Cleaning and maintenance of accommodation rooms and facilities

BEHAVIOURAL COMPETENCIES

• Communication skills.
• Task driven.
• Interpersonal skills.
• Team player.
• Able to multi-task

Working Conditions:

• Weekend, holiday, and evening work required.
• Involvement in outdoor and event-based settings across the estate