Front Office Duty Manager

Craven Cottage CC; Wes-Kaap; On-site; ZAR 290,000 - 424,000; Full time

Job summary

Craven Cottage CC is seeking an experienced Front Office Manager to oversee daily operations, guest relations and team leadership within a 5-star hotel setting in the Western Cape. The role requires hands-on visibility in peak times and a focus on presentation, service standards and staff development.

The ideal candidate will have a Diploma in Hotel Management, 3+ years in a 5-star hotel (2+ in Front Office), strong English, and proven skills in service recovery, troubleshooting and conflict

Qualifications

• 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 group’s 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.

Responsibilities

• 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.
• 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.
• 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.
• 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.

Skills

Service recovery

Troubleshooting

Conflict resolution

English proficiency

Education

Diploma in Hotel Management

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Opera PMS

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 group’s 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.