Front Of House Manager

Job Specification : Front of House Manager (White River) Mpumalanga

Job Overview : The Front of House Manager is responsible for overseeing all front-of-house operations, ensuring exceptional guest experiences, and maintaining high service standards.

Key Responsibilities :

1. Guest Services & Experience : Greet and welcome guests, ensuring a warm and personalized experience. Handle guest inquiries, requests, and complaints efficiently and professionally. Ensure a smooth check-in and check-out process. Maintain a high level of customer service and anticipate guest needs. Monitor and enhance the overall guest experience, ensuring consistency in service quality.
2. Operations Management : Oversee the front desk, reservations, and guest services team. Ensure all front-of-house areas, including the reception, lounge, and dining areas, are well-maintained and presentable. Manage daily operations, including staff scheduling and task delegation. Coordinate with housekeeping and maintenance teams to ensure rooms and lodge facilities meet high standards. Work closely with the food and beverage team to ensure seamless dining experiences.
3. Team Leadership & Training : Lead, train, and motivate front-of-house staff to provide excellent service. Conduct regular staff meetings and performance evaluations. Implement training programs to enhance customer service skills and operational knowledge.
4. Reservations & Revenue Management : Oversee reservation processes, ensuring accuracy and efficiency. Monitor occupancy rates and assist in optimizing revenue through upselling and promotions. Ensure accurate billing and financial transactions at the front desk.
5. Health & Safety Compliance : Ensure adherence to health, safety, and hygiene regulations. Implement and enforce lodge policies and standard operating procedures.

Key Skills & Competencies :

1. Customer Service Excellence: Ability to anticipate and fulfill guest needs to provide a memorable experience.
2. Leadership & Team Management: Strong skills in leading, training, and motivating a team.
3. Communication & Interpersonal Skills: Excellent verbal and written communication skills for guest interactions and team coordination.
4. Problem-Solving & Decision-Making: Ability to handle high-pressure situations and resolve guest concerns efficiently.
5. Organization & Time Management: Capability to manage multiple tasks, prioritize responsibilities, and ensure smooth operations.
6. Technical Proficiency: Experience with reservation and property management systems.
7. Attention to Detail: Ensuring service quality and high standards are maintained.
8. Flexibility & Adaptability: Willingness to work weekends, holidays, and extended hours as required.

Requirements & Qualifications :

1. Proven experience in a Front of House or Guest Relations Manager role, preferably in a lodge, boutique hotel, or luxury hospitality environment.
2. Strong leadership and team management skills.
3. Excellent communication and interpersonal abilities.
4. Proficiency in reservation and property management systems.
5. Strong problem-solving skills and the ability to handle high-pressure situations.
6. A passion for hospitality and delivering outstanding guest experiences.
7. Flexibility to work weekends, holidays, and extended hours as required.

Preferred :

1. A diploma or degree in Hospitality Management or a related field.
2. Knowledge of local tourism and activities.
3. Multilingual abilities are an advantage.

This role is ideal for a dynamic and guest-focused professional looking to create memorable experiences in a lodge setting.