Front Office Manager

FAIRMONT; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading hospitality group is seeking a Front Office Manager in Cape Town. The role involves overseeing guest service standards, maximizing revenue opportunities, and leading a team to ensure operational effectiveness. Candidates should have over 3 years of management experience in a 5-star environment and proficiency in MS Office and Opera Cloud. This position is ideal for those passionate about delivering excellent guest experiences in a dynamic setting.

Qualifications

• Minimum of 3 years management experience in a 5-star environment.
• Fluent in English; additional languages are a plus.

Responsibilities

• Maintain and operate department procedures and systems effectively.
• Evaluate and improve department Standard Operating Procedures.
• Manage PMS and related interfaces efficiently.
• Lead ad hoc project teams as required.

Skills

Guest relations

Sales upselling

Time management

Employee management

Conflict resolution

Strong communication

Education

Matric / Grade 12 or equivalent

Hospitality management qualification

Tools

MS Office Suite

Opera Cloud

Job description

Job Description

Position Overview

Reporting to the Senior Front Office Manager, the successful candidate will be responsible for providing the highest level of guest service and maintaining standards across all positions within the Front Office departments. The Front Office Manager will guide the department in achieving strategic goals through continual focus and alignment with the company's vision. They will serve as a resource to the overall hotel operations by offering assistance and direction as needed. The role involves maximizing revenue opportunities while managing costs, leading and motivating a team of managers, and fostering growth and development for future leaders. Additionally, the Front Office Manager will support the Guest Experience Manager in maintaining and enhancing the overall guest experience.

Key Responsibilities and Duties

• Maintain and operate department procedures and systems effectively.
• Regularly evaluate and improve department Standard Operating Procedures.
• Audit and develop guest information data on Opera.
• Implement and uphold standards of Leading Hotels of the World and ALL Loyalty programs.
• Create an environment that encourages innovation and operational improvements.
• Proactively explore new ideas and technologies to streamline productivity and enhance guest experience within budget constraints.
• Ensure effective communication between departments.
• Manage PMS and related interfaces efficiently.
• Build and strengthen relationships with travel agents.
• Model organizational values and the Grace Memorandum.
• Reduce departmental glitches to acceptable weekly standards to minimize revenue loss.
• Promote the use of the “Generosity Pot” across departments.
• Oversee departmental operations in the absence of the Executive and Department Heads.
• Lead ad hoc project teams as required.
• Participate in on-the-job training and coaching to ensure service and operational effectiveness.
• Maintain thorough knowledge of hotel services and facilities.
• Uphold high standards of service, appearance, and social skills as per company policy.
• Work harmoniously with all departments and staff, offering assistance when needed.
• Attend all mandatory training workshops as required by the Director of Rooms Division.
• Be familiar with all policies, procedures, house rules, LHW standards, Loyalty Program, and emergency protocols.
• Perform any other duties as assigned by the Director of Rooms Division.

Qualifications

Job Requirements and Qualifications:

• Matric / Grade 12 or equivalent.
• A hospitality management or similar qualification is highly advantageous.
• Minimum of 3 years management experience, preferably in a 5-star environment.
• Proficient in MS Office Suite (Word, Excel, PowerPoint) and Opera Cloud.
• Fluent in English (written and spoken); additional languages are a plus.

Proven abilities in:

• Guest relations and service excellence.
• Sales, including upselling hotel facilities and outlets.
• Time management and workflow organization.
• Employee management and leadership.
• Effective decision-making and judgment.
• Conflict resolution skills.
• Strong interpersonal and communication skills.
• Delivering high standards in a fast-paced, dynamic environment.