Front Office Manager

Accor Hotel; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

An established industry player in hospitality is seeking a dynamic Front Office Manager to lead a dedicated team in delivering exceptional guest experiences. This role involves ensuring the highest standards of service, optimizing revenue opportunities, and fostering a culture of innovation within the Front Office department. The ideal candidate will possess strong management skills, a background in hospitality, and a passion for guest relations. Join a vibrant team where your contributions will significantly impact the overall guest experience and operational excellence in a prestigious hotel environment.

Qualifications

• At least 3 years management experience in a 5-star environment.
• Fluent in English; a foreign language is advantageous.

Responsibilities

• Ensure high levels of guest service and maintain standards.
• Maximize revenue opportunities and manage costs effectively.
• Lead and motivate a team while enhancing growth and development.

Skills

Guest relations

Sales

Time and workflow management

Employee management

Interpersonal communication skills

Effective decision-making

Education

Matric / Grade 12

Hospitality management qualification

Tools

MS Office Suite

Opera Cloud

Job description

Job Location : Western Cape, Cape Town
Deadline : April 25, 2025

Job Description

Position Overview

• Reporting to the Senior Front Office Manager, the successful candidate will be responsible for ensuring we provide the highest level of guest service and ensuring that standards are maintained for all positions within the Front Office departments. The Front Office Manager will be responsible to guide the department in achieving our strategic directions through continual focus and reference to these strategies and our vision.
• The Front Office Manager also serves as a resource to the overall operations of the hotel by providing assistance and direction as needed.
• The Front Office Manager will be responsible to maximize revenue opportunities throughout the department while managing cost across the board.
• The Front Office Manager will also lead and drive forward a motivated team of managers within the department and continuously look for ways to enhance growth and development for future leaders.
• He / She will also support the Guest Experience Manager for the maintaining and continuous improvement of the overall guest experience.

Key Responsibilities and Duties

• Ensuring department procedures and systems are maintained and effectively operated.
• Continuously evaluates department Standard Operating Procedures.
• Audit and development of guest information data on Opera.
• Drive Leading Hotels of the World and ALL Loyalty standards.
• Creating an environment that supports innovation and look for opportunities to improve operations.
• Pro-actively try out new ideas and technologies that would streamline productivity and enhance overall guest experience in line with the budget and capex submission.
• Ensure productive and efficient communication between departments.
• To ensure effective running of PMS and all related interfaces.
• Building and improving on relationships with agents.
• Models the Organizational Values and Grace Memorandum.
• Reduction of departmental glitches to an acceptable weekly standard by minimizing revenue loss.
• Encouraging the use of the “Generosity Pot” across departments.
• Has operational managerial responsibility over all departments in the absence of the Exec and Department Head.
• Has responsibility for ad hoc project teams.
• Participates in ad hoc On Job Training and coaching in departments to ensure effective service and operations.
• Has a thorough knowledge of the hotel and all services provided to the guest.
• Maintains the high standard of service, appearance and social skills set according to the company policy.
• Works in harmony with all departments and employees, is willing to assist others if and when required.
• Attends all training workshops as and when required and deemed Mandatory by the Director of Rooms Division.
• Is familiar with all policies and procedures, house rules, LHW standards, All Loyalty Program, fire, security, and emergency procedures as well as all checklists pertaining to the position.
• Performs any reasonable duty as instructed by the Director of Rooms Division.

Qualifications

Job Requirements and Qualifications :

• Matric / Grade 12 or equivalent is a prerequisite.
• A hospitality; management and / or similar qualification will be highly advantageous.
• At least 3 years Management experience; preferably gained in a 5 star environment.
• Computer literate on the MS Office Suite (Word, Excel and PowerPoint) as well as Opera Cloud.
• Fluent in English (written and spoken). A foreign language is advantageous.

Proven abilities in :

• Guest relations.
• Sales – Ability to Upsell the hotel facilities and outlets.
• Time and workflow management.
• Highly experienced in employee management.
• Effective decision-making and judgement.
• Interpersonal communication skills.
• Delivery to required standards in a fast-paced and dynamic environment.