Front Office Manager

• Proven Front Office leadership experience, with strong employee-management and team-development abilities.
• Strong working knowledge of OPERA PMS, Front Office systems and related interfaces.
• Excellent guest relations, complaint-handling, conflict-resolution and service-recovery skills.
• Sound understanding of Front Office financial controls, billing, banking and account reconciliation.
• Ability to maximise revenue through upselling hotel facilities and outlets while maintaining cost control.
• Experience coaching employees, delivering training and managing performance.
• Strong communication, organisational, time-management and decision-making skills.
• Ability to maintain high standards within a fast-paced hotel environment.
• A visible, hands-on leadership approach and confidence engaging with guests.
• Professional presentation and a collaborative approach to working across departments.

• Leading daily Front Office operations and ensuring swift, professional and friendly check-ins and check-outs.
• Spending time in the lobby welcoming guests, building relationships and anticipating their needs.
• Supporting the Guest Experience Manager with continuous improvement of the overall guest experience.
• Reviewing departmental procedures and service standards, identifying opportunities to improve productivity through new ideas and technology within approved budgets.
• Ensuring OPERA PMS and related interfaces operate effectively, with accurate guest profiles and information.
• Driving loyalty programme standards, guest benefits, daily reporting and enrolment performance.
• Checking daily direct-billing documentation before submission to Accounts and overseeing reception shift banking.
• Monitoring PM accounts daily, escalating unexplained charges and completing monthly BA bill-backs.
• Ensuring cashless procedures are followed and parking revenue is reconciled daily and reviewed against occupancy.
• Maximising upselling opportunities, controlling costs and reducing errors that cause revenue losses.
• Leading daily training and coaching, maintaining training records and submitting the following month’s training calendar on time.
• Motivating employees, developing future leaders and completing return-to-work interviews following sick leave.
• Maintaining Front Office logbooks, shift reports and clear communication about groups, functions and guest requirements.
• Building relationships with agents and coordinating effectively with other hotel departments.
• Tracking agreed KPIs through weekly check-ins and monthly performance reviews with the Director of Front Office.
• Providing operational management support across the hotel when executive leadership and department heads are absent.
• Supporting projects and ensuring compliance with hotel policies, loyalty standards, fire, security and emergency procedures.

Join Cape Town’s Most Loved Hotel and be part of our journey toward luxury. Lead a guest-focused Front Office team while developing your operational and people-leadership skills alongside experienced hospitality professionals.

We offer a competitive salary, company contributions toward benefits, additional company perks and an outstanding team culture where you can contribute, grow and feel part of the team.