Front Office Manager

KEY RESPONSIBILITIES

• Supervising and controlling all Front of House areas in line with company standards, maximising revenue and profitability within agreed budgets
• Ensuring adherence to Front Office SOPs, policies, procedures, operating controls, and service standards
• Ensuring the Front Desk provides a professional, efficient, and welcoming service to all guests
• Proactively anticipating guest needs and addressing concerns to ensure exceptional guest experiences
• Receiving, resolving, and assisting with guest complaints and service recovery processes
• Acting as Duty Manager when required and ensuring the smooth running of hotel operations in the absence of the General Manager
• Assisting the General Manager with day-to-day hotel operations and providing operational support across departments
• Monitoring departmental performance, identifying problem areas, and making recommendations to improve operational efficiency and profitability
• Training, coaching, mentoring, supervising, and supporting Front Office staff and Heads of Department
• Scheduling shifts and ensuring appropriate staffing levels to support operational requirements
• Conducting and supporting staff performance reviews and assisting with relevant personnel and disciplinary processes
• Assisting with the selection and recruitment of hotel staff
• Ensuring accurate and timeous processing of guest charges and maintaining up-to-date guest accounts
• Ensuring accurate and timeous completion and submission of daily, weekly, and monthly reports and administrative requirements
• Preparing and submitting annual budgetary information as required
• Monitoring industry trends and identifying opportunities for implementing improvements within the operation
• Ensuring effective and timely communication of hotel policies, procedures, and operational requirements
• Troubleshooting operational emergencies and liaising effectively with other departments to resolve issues
• Ensuring regular on-the-job training and development is taking place to agreed standards
• Supporting continuous improvement initiatives and maintaining the highest standards of professionalism and luxury guest service

• Post-matric Hotel School qualification is essential
• Minimum 5 years’ experience within a 5-star hotel environment
• Proven experience in a senior Front Office, hotel operations, or management role within a luxury hospitality environment
• Strong knowledge and understanding of hotel operating procedures, standards, and SOP implementation
• Proficiency in Opera Cloud and MICROS
• Proficiency in Microsoft Office, particularly Excel and Word
• Strong leadership abilities with demonstrated experience in motivating, coaching, and developing teams
• Excellent guest relations and service recovery skills
• Strong communication, interpersonal, organisational, and multitasking abilities
• Good numeracy skills with the ability to interpret operational reports and contribute towards profitability objectives
• High level of English proficiency, both written and verbal
• Strong problem-solving abilities with a proactive approach to operational challenges
• High level of professionalism, attention to detail, and commitment to luxury service standards
• Motivated, enthusiastic, energetic, and positive approach
• Team player with the ability to work effectively under pressure
• Computer literate
• Willingness to work shifts, weekends, and public holidays as required