Front Office Leader: Hands-On Guest Experience & Upselling

President Hotel; Cape Town; On-site; ZAR 480,000 - 720,000; Full time

Job summary

The President Hotel in Bantry Bay, Cape Town, seeks a hands-on Front Office Manager to lead our Front Office operation and deliver guest-focused service.

Reporting to the Director of Rooms, you will develop the team, maximise revenue, manage costs, and drive the guest experience across our 349-room property.

As a visible leader in the lobby, you will welcome guests, coach staff, maintain high standards and collaborate across departments to ensure a seamless stay.

Qualifications

• Proven Front Office leadership experience with team development.
• Strong knowledge of OPERA PMS and Front Office systems.
• Excellent guest relations, service recovery, and fault handling.

Responsibilities

• Lead daily Front Office operations with professional check-ins/outs.
• Be visible in the lobby, greet guests, anticipate needs.
• Support Guest Experience Manager with improvements to the overall guest experience.
• Review procedures to boost productivity within approved budgets.
• Ensure OPERA PMS and interfaces operate accurately, with correct guest profiles.
• Drive loyalty programme standards, guest benefits, and enrollment performance.
• Check daily direct-billing documentation before submission to Accounts; oversee reception shift banking.
• Monitor PM accounts daily; escalate unexplained charges and complete monthly BA bill-backs.
• Reconcile parking revenue daily and review against occupancy.
• Maximise upselling opportunities and maintain cost controls to reduce revenue losses.
• Lead daily training; maintain training records and publish next month’s calendar.
• Motivate employees, develop future leaders and conduct return-to-work interviews.
• Maintain Front Office logbooks and shift reports; coordinate with groups/functions.
• Track KPIs through weekly check-ins and monthly performance reviews with the Director of Rooms.
• Provide operational management support across the hotel when leadership is absent.

Skills

Front Office leadership

OPERA PMS

Guest relations

Revenue management

Upselling

Training & coaching

Communication

Team collaboration

Cash handling

Policy compliance

Tools

OPERA PMS

Job description

The President Hotel in Bantry Bay, Cape Town, seeks a hands-on Front Office Manager to lead our Front Office operation and deliver guest-focused service.

Reporting to the Director of Rooms, you will develop the team, maximise revenue, manage costs, and drive the guest experience across our 349-room property.

As a visible leader in the lobby, you will welcome guests, coach staff, maintain high standards and collaborate across departments to ensure a seamless stay.