Job Description

Our client in the Hospitality industry is currently looking for a Front Office Manager, in Cape Town, Western Cape.Responsibilities:

• Full-Function Department Management:
• Oversee all front office operations, including reception, concierge, and guest services.
• Ensure smooth daily operations and manage all front desk activities to deliver efficient and courteous service.
• Manage room assignments, guest reservations, and inventory control, ensuring optimum occupancy and guest satisfaction.
• Team Management & Leadership:
• Lead, train, and develop the front office team to maintain high service standards and professionalism.
• Conduct regular performance reviews, provide constructive feedback, and encourage continuous development of team members.
• Create staff schedules and ensure adequate coverage to meet operational needs.
• Customer Satisfaction & Guest Relations:
• Maintain high levels of guest satisfaction by responding promptly to guest inquiries, complaints, and special requests.
• Actively engage with guests, ensuring a personalized experience and resolving any service issues.
• Foster strong relationships with VIP guests and ensure special services are provided.
• SOP Creation & Implementation:
• Develop and implement Standard Operating Procedures (SOPs) for the front office to ensure efficiency and consistency.
• Continuously review and update SOPs to reflect industry best practices and operational improvements.
• Ensure all team members are trained and adhere to SOPs and hotel policies.
• Collaboration with Other Departments:
• Work closely with housekeeping, maintenance, and F&B teams to ensure seamless operations and coordination of guest services.
• Communicate effectively with other departments to ensure any guest-related issues are handled promptly and efficiently.
• Financial & Operational Management:
• Assist with budgeting and financial planning for the front office department, including managing operational costs and forecasting.
• Ensure all front office financial procedures, such as guest billing, payments, and reconciliation, are handled accurately and securely.
• Monitor and manage department KPIs, including guest satisfaction scores, occupancy rates, and revenue performance.

• Bachelors Degree in Hospitality Management or a related field preferred.
• Minimum of 5 years of experience in a front office role, with at least 2 years in a management position at a luxury 5-star hotel.
• Proven leadership and team management skills in a high-pressure, fast-paced environment.
• Experience with hotel management systems (e.g., Opera, Fidelio) and strong proficiency in Microsoft Office.
• Excellent problem-solving, communication, and organizational skills.
• Ability to handle guest complaints with tact and professionalism, ensuring timely resolution.
• Key Competencies:
• Strong leadership and people management skills.
• Exceptional guest service and communication abilities.
• Ability to multitask and manage time efficiently.
• Financial acumen and attention to detail.
• High levels of professionalism and discretion in handling VIP guests.

• Up to R26 500 per month.
• Medical aid and pension fund contributions.
• Opportunities for career growth in a luxury hospitality environment.

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