Front Office Manager

Helderberg Personnel; Hermanus; On-site; ZAR 480,000 - 720,000; Full time

Job summary

Helderberg Personnel seeks an experienced Front Office Manager to oversee all Front Office activities and deliver luxury guest service. You will lead a team, ensure SOP adherence, and act as Duty Manager when needed, driving profitability and operational excellence.

The role requires senior hotel operations experience, strong leadership, and proficiency in Opera Cloud and MICROS, with excellent English and flexibility to work shifts.

Qualifications

• Post-matric Hotel School qualification is essential.
• Minimum 5 years’ experience in a 5-star hotel environment.
• Senior Front Office/ hotel operations or management experience.
• Proficiency in Opera Cloud and MICROS; MS Office suite.
• Strong leadership, guest relations and communication skills.
• Excellent English, able to work shifts including weekends.

Responsibilities

• Oversee Front Office areas in line with luxury standards and budgets.
• Ensure frontline service is professional, efficient and welcoming.
• Lead, coach, and develop Front Office staff and HODs.
• Act as Duty Manager when required and support GM operations.
• Manage staffing levels, scheduling, and performance reviews.
• Handle guest complaints and service recovery to protect profitability.
• Prepare reports, monitor performance, and support budgeting.
• Collaborate across departments to drive improvements.

Skills

Leadership

Guest relations

Communication

Multitasking

Problem solving

Education

Post-matric Hotel School qualification

Tools

Opera Cloud

MICROS

Microsoft Excel

Microsoft Word

Job description

To oversee and coordinate all Front Office activities, ensuring the smooth and efficient running of the department, exceptional guest service, adherence to luxury service standards, effective team leadership, and achievement of operational and profitability objectives.

KEY RESPONSIBILITIES

• Supervising and controlling all Front of House areas in line with company standards, maximising revenue and profitability within agreed budgets
• Ensuring adherence to Front Office SOPs, policies, procedures, operating controls, and service standards
• Ensuring the Front Desk provides a professional, efficient, and welcoming service to all guests
• Proactively anticipating guest needs and addressing concerns to ensure exceptional guest experiences
• Receiving, resolving, and assisting with guest complaints and service recovery processes
• Acting as Duty Manager when required and ensuring the smooth running of hotel operations in the absence of the General Manager
• Assisting the General Manager with day-to-day hotel operations and providing operational support across departments
• Monitoring departmental performance, identifying problem areas, and making recommendations to improve operational efficiency and profitability
• Training, coaching, mentoring, supervising, and supporting Front Office staff and Heads of Department
• Scheduling shifts and ensuring appropriate staffing levels to support operational requirements
• Conducting and supporting staff performance reviews and assisting with relevant personnel and disciplinary processes
• Assisting with the selection and recruitment of hotel staff
• Ensuring accurate and timeous processing of guest charges and maintaining up-to-date guest accounts
• Ensuring accurate and timeous completion and submission of daily, weekly, and monthly reports and administrative requirements
• Preparing and submitting annual budgetary information as required
• Monitoring industry trends and identifying opportunities for implementing improvements within the operation
• Ensuring effective and timely communication of hotel policies, procedures, and operational requirements
• Troubleshooting operational emergencies and liaising effectively with other departments to resolve issues
• Ensuring regular on-the-job training and development is taking place to agreed standards
• Supporting continuous improvement initiatives and maintaining the highest standards of professionalism and luxury guest service

CRITERIA

• Post-matric Hotel School qualification is essential
• Minimum 5 years’ experience within a 5-star hotel environment
• Proven experience in a senior Front Office, hotel operations, or management role within a luxury hospitality environment
• Strong knowledge and understanding of hotel operating procedures, standards, and SOP implementation
• Proficiency in Opera Cloud and MICROS
• Proficiency in Microsoft Office, particularly Excel and Word
• Strong leadership abilities with demonstrated experience in motivating, coaching, and developing teams
• Excellent guest relations and service recovery skills
• Strong communication, interpersonal, organisational, and multitasking abilities
• Good numeracy skills with the ability to interpret operational reports and contribute towards profitability objectives
• High level of English proficiency, both written and verbal
• Strong problem-solving abilities with a proactive approach to operational challenges
• High level of professionalism, attention to detail, and commitment to luxury service standards
• Motivated, enthusiastic, energetic, and positive approach
• Team player with the ability to work effectively under pressure
• Computer literate
• Willingness to work shifts, weekends, and public holidays as required

Own transport preferable