Front Office Duty Manager - Cape Town

HotelJobs; Cape Town; On-site; ZAR 320,000 - 420,000; Full time

Job summary

HotelJobs in Cape Town is seeking a Front Office Duty Manager to join the Rooms Division. You will oversee front office operations during shifts, ensuring smooth arrivals and departures, while maintaining a strong guest experience in a luxury setting.

The role requires a Diploma in Hotel Management and at least 3 years in a 5-star hotel, with 2 years in Front Office. Strong English skills, crisis management, and leadership are essential for success in this senior guest-facing position.

Qualifications

• Diploma in Hotel Management required.
• At least 3 years in a 5-star hotel, including 2 years in Front Office.
• F&B and Housekeeping supervisory experience is advantageous.
• Experience with Opera PMS is a plus.
• Strong written and spoken English.

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.
• Resolve guest complaints and operational challenges promptly, taking ownership through to resolution.
• Coordinate communication between Front Office and other departments.
• Complete shift handovers and daily management checklists.

Skills

Customer service

Communication

Problem solving

Crisis management

Leadership

Education

Diploma in Hotel Management

Tools

Outlook

Word

Excel

Opera PMS

Job description

Luxury Hotel & Spa in Cape Town is looking for a professional and guest-focused Front Office Duty Manager to join their Rooms Division team.

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.