Front Office Leader: Guest Experience & Revenue

President Hotel; Cape Town; On-site; ZAR 400,000 - 640,000; Full time

Job summary

The President Hotel in Bantry Bay, Cape Town, is seeking a hands-on Front Office Manager to lead our Front Office operation. Reporting to the Director of Rooms, you will maintain exemplary service standards, develop the team and maximise revenue while controlling costs.

In this visible role, you will greet guests in the lobby, build meaningful connections, and work with the Guest Experience Manager and other departments to deliver a seamless stay for our 349-room property.

Qualifications

• Proven Front Office leadership with team development.
• Strong knowledge of OPERA PMS and Front Office interfaces.
• Excellent guest relations, complaint handling and service recovery.
• Sound understanding of Front Office financial controls, billing, banking and reconciliation.
• Ability to maximise revenue through upselling while maintaining cost control.
• Experience coaching employees, delivering training and performance management.
• Strong communication, organisational, time management and decision-making skills.
• Hands-on leadership and guest engagement in a fast-paced hotel.
• Collaborative approach across departments.

Responsibilities

• Lead daily Front Office operations with swift, professional and friendly check-ins and check-outs.
• Be visible in the lobby, welcoming guests and building relationships.
• Support the Guest Experience Manager with improving the overall guest experience.
• Review procedures and service standards to improve productivity within budgets.
• Ensure OPERA PMS and interfaces operate effectively, with accurate guest profiles.
• Drive loyalty programme standards, guest benefits and enrolment performance.
• Check daily direct-billing documentation; oversee reception shift banking.
• Monitor PM accounts; escalate unexplained charges and complete monthly BA bill-backs.
• Ensure cashless procedures and parking revenue reconciliation.
• Maximise upselling opportunities and control costs.
• Lead daily training and coaching, maintain training records and plan calendar.
• Motivate employees and develop future leaders; conduct return-to-work interviews.
• Maintain Front Office logbooks and shift reports; communicate guest requirements.
• Build relationships with agents and coordinate with other departments.
• Track KPIs through weekly check-ins and monthly reviews with the Director of Rooms.
• Provide operational management support when leadership is absent.
• Support projects and ensure compliance with policies.

Skills

Front Office leadership

OPERA PMS

Guest relations

Revenue management

Upselling

Cost control

Employee coaching

Training delivery

Communication skills

Organisational skills

Decision-making

Staff motivation

Job description

The President Hotel in Bantry Bay, Cape Town, is seeking a hands-on Front Office Manager to lead our Front Office operation. Reporting to the Director of Rooms, you will maintain exemplary service standards, develop the team and maximise revenue while controlling costs.

In this visible role, you will greet guests in the lobby, build meaningful connections, and work with the Guest Experience Manager and other departments to deliver a seamless stay for our 349-room property.