Front Office Duty Manager

Phoenix Recruitment; Cape Town; On-site; ZAR 420,000 - 700,000; Full time

Job summary

Phoenix Recruitment Limited is seeking an experienced Front Office Leader for a prestigious 5-star hotel in Cape Town. The role focuses on managing front office operations, guest experience, and team leadership to ensure seamless arrivals and departures, and high standards of service.

The ideal candidate will have a Diploma in Hotel Management, 3+ years in a luxury hotel with 2 years in Front Office, and strong communication skills.

Qualifications

• Diploma in Hotel Management required.
• Minimum 3 years in a 5-star hotel with 2 years in Front Office or completion of the relevant management programme.
• Food & Beverage and Housekeeping supervisory experience preferred.
• Proficiency with Microsoft Outlook, Word and Excel.
• Experience using a property management system; Opera exposure advantageous.
• Strong written and spoken English; professional presentation.

Responsibilities

• Oversee front office operations during the shift, including arrivals, departures and guest enquiries.
• Maintain a visible presence in the lobby and guest areas, especially during peak periods.
• Ensure reception, lobby and entrance areas meet presentation and staffing standards.
• Resolve guest complaints and operational challenges with ownership through to resolution.
• Coordinate communication between Front Office and other departments.
• Complete daily management checklists and provide thorough shift handovers.

Skills

Front Office

Guest Experience

Team Leadership

Training

Financial Controls

Safety Procedures

Crisis Management

Health & Safety

Education

Diploma in Hotel Management

Tools

Opera PMS

Microsoft Outlook

Microsoft Excel

Microsoft Word

Job description

Duties

Front Office Operations & Guest Experience

• Oversee front office operations during the assigned shift, including arrivals, departures and guest enquiries.
• Maintain a visible presence in the lobby and guest areas, particularly during peak periods.
• Ensure reception, lobby and entrance areas meet presentation and staffing standards.
• Resolve guest complaints and operational challenges promptly, taking ownership through to resolution.
• Coordinate communication between Front Office and other departments.
• Complete daily management checklists and provide thorough shift handovers.

Team Leadership & Training

• Brief, supervise and support the front office team.
• Set clear goals, monitor performance and provide constructive feedback.
• Address performance concerns according to company procedures.
• Identify training needs and coordinate service-standard training.
• Recommend improvements to policies, procedures and working practices.

Financial Controls & Administration

• Oversee cash-ups, floats, guest-account updates and reconciliations.
• Check and sign off shift cash-ups and ensure financial procedures are followed.
• Prepare and send before, during and after-stay reports to agents.
• Process guest-experience voucher enquiries, quotations and requests.
• Validate voucher redemptions and reconcile voucher and front office house accounts.
• Maintain appropriate guest-gifting and stationery stock levels.

Safety & Responsible Operations

• Follow emergency, evacuation, fire and security procedures.
• Identify and report health, safety and security risks.
• Support crisis management and respond calmly to unexpected situations.
• Reduce wastage without compromising guest-service standards.

Requirements

• A Diploma in Hotel Management.
• At least 3 years experience in a 5-star hotel, including 2 years in Front Office, or completion of the relevant hotel groups management programme.
• Food and Beverage and Housekeeping supervisory experience.
• Working knowledge of Microsoft Outlook, Word and Excel.
• Experience using a property management system; Opera exposure would be advantageous.
• Strong written and spoken English.
• Professional presentation and a confident presence.
• Proven service-recovery, troubleshooting and conflict-resolution skills.
• Experience in crisis management and health and safety controls.
• Ability to take ownership, make sound decisions and resolve problems proactively.
• International work experience would be advantageous.
• Availability for flexible shifts, including nights, weekends and public holidays.