Front Office Manager

Craven Cottage CC; Gauteng; On-site; ZAR 350,000 - 520,000; Full time

Job summary

Craven Cottage CC in Gauteng is seeking a capable Front Office Manager to lead daily operations, drive guest satisfaction and manage revenue-related targets. You will coordinate with Housekeeping, Maintenance, F&B, Security and Finance to ensure smooth service delivery.

The role requires 2–3 years in a similar hotel front office leadership position, a Matric or higher, and a diploma in hospitality is an asset.

Qualifications

• Matric / Grade 12 is required or equivalent.
• Diploma in Hospitality Management is an asset.
• Minimum 2–3 years experience as Front Office Manager or Assistant Front Office Manager in a hotel.
• Experience in managing teams and supervising shifts is essential.
• Proficiency in MS Office programs.
• Highly organized and able to work under pressure.
• Strong communication and interpersonal skills.
• Integrity and accountability; positive, motivating leadership.

Responsibilities

• Oversee smooth Front Office operations and guest-focused service.
• Achieve room revenue and upsell targets in collaboration with Revenue and Sales.
• Manage multiple budgets and financial reporting.
• Maintain and improve guest satisfaction and online reputation.
• Ensure compliance with hotel policies, SOPs, brand standards and applicable laws.
• Lead, coach and develop the Front Office team.
• Foster cross-department collaboration (Housekeeping, Maintenance, F&B, Security, Finance).
• Handle operations, guest experience, service recovery and people management.

Skills

Front Office Management

Leadership

Customer service

Communication

Staff motivation

Conflict resolution

Revenue management

Flexibility under pressure

Education

Matric / Grade 12

Diploma in Hospitality Management

Tools

PMS

MS Office

Job description

Duties:

• Ensure smooth, efficient, and guest-focused Front Office operations at all times.
• Achieve budgeted room revenue and upsell targets for the Front Office in collaboration with Revenue and Sales.
• Ability to manage several budgets.
• Maintain and improve guest satisfaction scores and online reputation related to Front Office service delivery.
• Ensure full compliance with hotel policies, SOPs, brand standards, and applicable legislation (including health and safety, POPIA, and fire regulations) within the Front Office.
• Lead, coach, and develop the Front Office team to achieve performance standards and career growth.
• Drive effective communication and coordination between Front Office and other departments (Housekeeping, Maintenance, Food & Beverage, Security, Finance).
• Operations Management
• Guest Experience and Service Recovery
• People Management
• Financial Management and Reporting, Systems, Controls and Compliance, Communication and Coordination

Requirements:

• Matric / Grade 12
• Diploma in Hospitality Management is an asset or other related field.
• Minimum 2 to 3 years work experience as Front Office Manager or Assistant Front Office Manager in a hotel environment.
• Previous experience in managing teams and supervising shifts is essential.
• Computer knowledge and experience in MS office programs.
• Highly organised, results‑oriented with the ability to be flexible and work well under pressure.
• Professional and confident communication style.
• Integrity, reliability and strong sense of accountability.
• Positive attitude and ability to motivate and inspire others.
• Additional training in customer service, leadership or revenue management is an advantage.
• High level of customer service and maintain a high profile in the day-to-day front office operations.
• Strong leadership, coaching and delegation skills.
• Conflict resolution and complaint handling skills.
• Proficiency in PMS and MS Office programs.
• Ability to analyse and interpret financial and operational reports.
• Well‑developed communication and customer relations skills.
• Thorough understanding of Front Office operations, systems and procedures.
• Knowledge of hotel products, services, facilities and local area attractions.