Front Office Manager - Luxury Establishment

Placements24; Queenstown; On-site; NZD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive salary

Performance-based bonus

Health benefits

Professional development

Discounted employee rates

Job summary

Placements24 client, a distinguished luxury hotel in Queenstown, seeks a polished Front Office Manager to lead reception and guest services. You will oversee check-in/check-out, reservations, guest inquiries, and service standards with a focus on guest satisfaction.

Responsibilities include guiding the front desk team, training, scheduling, payroll, and collaboration with other departments to ensure seamless experiences. A proven luxury hospitality background and strong leadership are required.

Qualifications

• 4+ years in front office, with 2+ years in supervision or management.
• Experience in luxury hotel or high-end hospitality environment.
• Proven leadership and team management abilities.
• Proficient in PMS and reservation software.

Responsibilities

• Oversee all front office operations including check-in/check-out, reservations, and guest services.
• Lead, train, and motivate the front desk team to deliver exceptional guest service.
• Ensure adherence to hotel standards for service, presentation, and procedures.
• Manage guest inquiries, requests, and complaints with timely resolutions.
• Develop strategies to improve guest satisfaction scores.
• Manage staffing, scheduling, and payroll for the front office.
• Conduct performance reviews and provide ongoing coaching.
• Monitor front office expenses and inventory.
• Collaborate with other departments to ensure seamless guest experiences.

Skills

Front desk operations

Leadership

Communication

PMS proficiency

Hospitality management

Education

Hospitality management degree

Tools

PMS software

Reservation software

Job description

About the Role

Our client is a distinguished luxury hotel seeking a polished and professional Front Office Manager to lead their reception and guest services team in Queenstown, Eastern Cape . This role is pivotal in creating the first and last impression for guests, ensuring a warm welcome, efficient check-in/check-out process, and attentive service throughout their stay. The ideal candidate will have a strong background in front desk operations, exceptional leadership skills, and a passion for delivering unparalleled guest experiences. You will be responsible for managing staff performance, maintaining service standards, resolving guest issues, and optimizing front office operations for efficiency and guest satisfaction. This position offers a unique opportunity to lead a dedicated team in a beautiful setting and contribute to the hotel's reputation for excellence.

Key Responsibilities

• Oversee all front office operations, including check-in, check-out, reservations, and guest services.
• Lead, train, and motivate the front desk team to provide exceptional guest service.
• Ensure adherence to hotel standards for service, presentation, and operational procedures.
• Manage guest inquiries, requests, and complaints, ensuring prompt and satisfactory resolution.
• Develop and implement strategies to improve guest satisfaction scores.
• Manage front office staffing, scheduling, and payroll.
• Conduct regular performance reviews and provide ongoing coaching to staff.
• Monitor and control front office expenses and inventory.
• Collaborate with other hotel departments to ensure seamless guest experiences.
• Maintain the hotel's brand standards and uphold the highest level of professionalism.

Requirements

• Minimum of 4 years of experience in front office operations, with at least 2 years in a supervisory or management role.
• Experience in a luxury hotel or high-end hospitality environment is essential.
• Proven leadership and team management abilities.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency in hotel property management systems (PMS) and reservation software.
• A strong understanding of guest service principles and best practices.
• Ability to work flexible hours, including evenings, weekends, and public holidays.
• A professional demeanor and impeccable presentation.
• Degree or diploma in Hospitality Management or a related field is preferred.
• Must be able to work effectively in a hybrid capacity, balancing remote administrative tasks with on-site operational oversight in Queenstown, Eastern Cape .

Benefits

• Competitive annual salary of R .
• Performance-based bonus opportunities.
• Health and medical benefits package.
• Opportunities for professional development and career growth.
• Discounted employee rates at the hotel and partner properties.
• A dynamic and supportive work environment in a beautiful location.