Front Office Manager

University of Fort Hare; Hermanus; On-site; ZAR 360,000 - 720,000; Full time

Job summary

University of Fort Hare in Hermanus seeks an experienced Front Office Manager to oversee the front desk and guest services for a distinguished 5-star luxury hotel. You will lead a professional team, uphold luxury service standards, and drive operational excellence to ensure exceptional guest experiences.

The role requires strong leadership, staffing management, and a proven track record in luxury hotel operations, with proficiency in Opera Cloud and MICROS and excellent English communication.

Qualifications

• 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.
• Proficiency in Opera Cloud and MICROS.
• 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.
• High level of English proficiency, both written and verbal.

Responsibilities

• Oversee Front Office operations to deliver luxury guest service.
• Lead, coach, and develop Front Office staff.
• Ensure budgets, revenue, and profitability targets are met.
• Maintain SOPs and service standards.
• Handle guest complaints and service recovery.
• Coordinate with other departments for smooth operations.
• Prepare reports and assist with budgeting.
• Manage shifts, rosters, and staffing levels.
• Act as Duty Manager as required.

Skills

Leadership

Guest relations

Communication

Multitasking

Problem-solving

Education

Post-matric Hotel School qualification

Tools

Opera Cloud

MICROS

Excel

Word

Job description

Market related Monthly Basic Salary (Company contribution toward medical aid and provident fund)

FRONT OFFICE MANAGER
HERMANUS | 5-STAR LUXURY HOTEL: My client, a distinguished 5-star luxury establishment renowned for its exceptional standards, is seeking to appoint an experienced and dynamic Front Office Manager to oversee the Front Office operation and contribute to the overall operational excellence of this prestigious hospitality establishment.
This is an exciting opportunity for a passionate hospitality professional with proven leadership experience within a luxury hotel environment, who thrives on delivering operational excellence, developing teams, and ensuring memorable guest experiences.

PURPOSE: 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