Front Office Manager

Job Description

Position Overview

Reporting to the Director of Rooms, the Front Office Manager is responsible for ensuring the highest level of guest service and maintaining standards across all Front Office positions.

The Front Office Manager guides the department in achieving strategic goals, serving as a resource for overall hotel operations, and maximizing revenue while managing costs. They lead and motivate a team of managers, fostering growth and development for future leaders, and support the Guest Experience Manager in enhancing the guest experience.

Key Responsibilities

1. Maintain and evaluate department procedures and systems, ensuring effective operation.
2. Audit and develop guest information data on Opera.
3. Drive standards for Leading Hotels of the World and ALL Loyalty programs.
4. Create an environment that supports innovation and operational improvements.
5. Implement new ideas and technologies to streamline productivity and enhance guest experience within budget constraints.
6. Ensure effective communication between departments.
7. Oversee PMS operations and related interfaces.
8. Build and strengthen relationships with agents.
9. Model organizational values and uphold the Grace Memorandum.
10. Minimize revenue loss by reducing departmental glitches.
11. Promote the use of the 'Generosity Pot' across departments.
12. Manage hotel operations in the absence of the Executive and Department Heads.
13. Participate in ad hoc projects, training, and coaching to ensure service excellence.
14. Maintain high standards of service, appearance, and social skills according to company policy.
15. Work harmoniously with all departments and assist others as needed.
16. Attend mandatory training workshops.
17. Familiarize with all policies, procedures, and emergency protocols.
18. Perform any other duties as assigned by the Director of Rooms Division.

Qualifications

1. Matric / Grade 12 or equivalent; hospitality or management qualification preferred.
2. Minimum of 3 years management experience, preferably in a 5-star environment.
3. Computer literate (MS Office Suite, Opera Cloud).
4. Fluent in English; additional languages are advantageous.
5. Proven skills in guest relations, sales, employee management, decision-making, conflict resolution, and communication.