Front Office & Guest Experience Leader

The President Hotel; Wes-Kaap; Vor Ort; ZAR 350.000 - 520.000; Vollzeit

Zusammenfassung

The President Hotel in Cape Town seeks an experienced Front Office leader to guide daily operations, welcome guests and drive service excellence. You will collaborate across departments to improve the guest experience, manage staff development and ensure accurate guest profiles in OPERA PMS.

Attention to revenue through upselling while maintaining financial controls and adherence to hotel policies. A hands-on leader who thrives in a busy, guest-centric environment will excel.

Qualifikationen

• Proven Front Office leadership experience with team development.
• Strong knowledge of OPERA PMS and Front Office interfaces.
• Excellent guest relations, complaint-handling and service-recovery skills.
• Understanding of Front Office financial controls, billing and reconciliations.
• Ability to upsell hotel facilities while controlling costs.

Aufgaben

• Lead daily Front Office operations with swift, professional check-ins/outs.
• Welcome guests in the lobby, build relationships and anticipate needs.
• Support the Guest Experience Manager to improve overall guest experience.
• Review procedures and standards; identify productivity improvements within budgets.
• Ensure OPERA PMS and interfaces operate accurately with guest profiles.
• Drive loyalty programme standards, benefits, and enrolment reporting.
• Check daily direct-billing docs before submission to Accounts; oversee shift banking.
• Monitor PM accounts; escalate unexplained charges and complete monthly BA bill-backs.
• Ensure cashless procedures and reconcile parking revenue against occupancy.
• Maximise upselling opportunities; control costs and reduce revenue-loss errors.
• Lead daily training and coaching; maintain records and training calendar.
• Motivate staff; develop future leaders and conduct return-to-work interviews.
• Maintain Front Office logbooks, shift reports; communicate group and guest needs.
• Build relationships with agents; coordinate with other departments.
• Track KPIs via weekly check-ins and monthly reviews with the Director of Front Office.
• Provide operational support hotel-wide when leadership is absent; assist projects and policy compliance.

Kenntnisse

Front Office leadership

OPERA PMS

Guest relations

Financial controls

Upselling

Coaching & training

Communication skills

Fast-paced environment

Hands-on leadership

Cross-department collaboration

Jobbeschreibung

The President Hotel in Cape Town seeks an experienced Front Office leader to guide daily operations, welcome guests and drive service excellence. You will collaborate across departments to improve the guest experience, manage staff development and ensure accurate guest profiles in OPERA PMS.

Attention to revenue through upselling while maintaining financial controls and adherence to hotel policies. A hands-on leader who thrives in a busy, guest-centric environment will excel.