Hotel Front Office Manager

Placements24; London Borough of Newham; Hybrid; GBP 42,000 - 64,000; Full time

Benefits offered by this job

Competitive salary and performance</w>

Medical aid contributions

Pension fund

Employee discounts on hotel stays, etc

Uniform provided

Staff meals during shifts

Positive and collaborative work ENV

Job summary

Placements24 is seeking an experienced Front Office Manager for a leading East London hotel. You will oversee the front desk, reservations, and concierge, guiding a team to deliver outstanding guest experiences.

The role requires strong PMS knowledge, supervision experience, and a customer-focused mindset. A hybrid on-site/administrative setup is provided to balance operations with remote tasks.

Qualifications

• Minimum of 5 years of experience in front office operations, with at least 2 years in a supervisory or management role.
• Proven experience in managing front desk teams within the hotel industry.
• Strong understanding of hotel management systems (PMS) and reservation software.
• Excellent leadership, communication, and interpersonal skills.
• Proficiency in cash handling, billing, and credit procedures.
• Ability to handle guest complaints effectively and professionally.

Responsibilities

• Oversee all front office operations, including check-in/check-out, reservations, guest services, and bell desk.
• Lead, train, motivate, and manage the front office team to ensure exceptional guest service.
• Develop and implement front office policies and procedures to optimize efficiency and guest satisfaction.
• Manage staffing levels, schedules, and performance of the front office department.
• Ensure accurate handling of guest accounts, billing, and credit procedures.
• Monitor guest feedback and implement corrective actions to address service issues.
• Collaborate with other hotel departments to ensure seamless coordination of guest services.
• Manage the front office budget, controlling expenses and maximizing revenue through upselling and reservations.
• Ensure compliance with safety and security procedures.

Skills

Front office management

Leadership

Guest service

Team training

Cash handling

Communication

Tools

PMS software

Reservation software

Job description

About the Role

Our client, a leading hotel in East London, Eastern Cape, ZA , is seeking an experienced and service-oriented Hotel Front Office Manager . This role is crucial for ensuring the smooth and efficient operation of the front desk, lobby, and concierge services, creating a welcoming and memorable experience for all guests. The Front Office Manager will lead a team of front desk agents, reservations staff, and bell staff, upholding the highest standards of hospitality. This position offers a hybrid work model, providing flexibility while requiring a strong on-site presence to manage daily operations and staff.

Key Responsibilities

• Oversee all front office operations, including check-in/check-out, reservations, guest services, and bell desk.
• Lead, train, motivate, and manage the front office team to ensure exceptional guest service.
• Develop and implement front office policies and procedures to optimize efficiency and guest satisfaction.
• Manage staffing levels, schedules, and performance of the front office department.
• Ensure accurate handling of guest accounts, billing, and credit procedures.
• Monitor guest feedback and implement corrective actions to address service issues.
• Collaborate with other hotel departments to ensure seamless coordination of guest services.
• Manage the front office budget, controlling expenses and maximizing revenue through upselling and reservations.
• Ensure compliance with safety and security procedures.

Requirements

• Minimum of 5 years of experience in front office operations, with at least 2 years in a supervisory or management role.
• Proven experience in managing front desk teams within the hotel industry.
• Strong understanding of hotel management systems (PMS) and reservation software.
• Excellent leadership, communication, and interpersonal skills.
• Proficiency in cash handling, billing, and credit procedures.
• Ability to handle guest complaints effectively and professionally.
• Strong organizational and multitasking abilities.
• Experience working in a hybrid role, balancing on-site responsibilities with remote administrative tasks.
• Customer-focused mindset with a passion for delivering outstanding service.
• Flexibility to work shifts, including evenings, weekends, and public holidays.

Benefits

• Competitive salary and performance incentives.
• Medical aid contributions.
• Pension fund.
• Opportunities for professional development and career growth within the hotel group.
• Employee discounts on hotel stays, dining, and amenities.
• Uniform provided.
• Staff meals during shifts.
• A positive and collaborative work environment.