Front Office Manager

Advius (Pty) Ltd; Somerset West; Vor Ort; ZAR 900.000 - 1.200.000; Vollzeit

Zusammenfassung

Advius (Pty) Ltd is seeking a Front Office Manager for a well-established luxury estate hotel and spa in the Western Cape. You will lead reception, reservations, concierge and guest relations to deliver seamless, high-standard service from booking to departure.

You’ll manage shifts, supervise a team, optimize room revenue and maintain SOPs and brand standards while collaborating with housekeeping, F&B, spa, events and maintenance for a flawless guest experience.

Qualifikationen

• Diploma or degree in Hospitality Management (advantageous).
• 3–5 years’ front office experience in a 4- or 5-star hotel or lodge, including at least 2 years in a supervisory or management role.
• Strong working knowledge of a hotel PMS such as Opera, Protel or similar.
• Good understanding of revenue, occupancy and rate management.
• Excellent spoken and written English; Afrikaans is advantageous.
• Willing to work shifts, weekends and public holidays as operations require.

Aufgaben

• Manage the day-to-day running of reception, reservations, concierge, porterage and guest relations.
• Ensure check-ins, check-outs and guest requests are handled efficiently and to a luxury standard.
• Recruit, train, schedule and performance-manage the front office team.
• Draw up shift rosters, keeping the right staffing levels during peak and off-peak periods.
• Monitor occupancy, room allocation, rates and upselling to grow room revenue.
• Work closely with Housekeeping, F&B, Spa, Events and Maintenance to deliver a seamless guest experience.
• Handle guest complaints and escalations quickly and professionally, and follow them up.
• Monitor online reviews and guest feedback, and act on recurring issues.
• Oversee cash-ups, deposits, guest accounts, credit control and night audit.
• Keep the property management system (PMS) accurate and up to date, and maintain SOPs and brand standards.
• Prepare daily, weekly and monthly front office reports for management.
• Ensure compliance with security, safety, POPIA and emergency procedures.

Kenntnisse

Front office management

Staff supervision

Guest relations

Communication

Ausbildung

Diploma/Degree in Hospitality Management

Tools

Opera PMS

Protel PMS

Jobbeschreibung

Somerset West, South Africa

Our client is a well-established luxury estate hotel and spa in the Helderberg region of the Western Cape, set among golf, vineyard and mountain scenery. The property welcomes leisure, corporate and events guests, and is known for warm, personalised service of a high standard.

ROLE PURPOSE

The Front Office Manager leads the reception, reservations, concierge and guest relations teams, so that every guest has a seamless and memorable experience from booking to departure. The role is responsible for front-of-house standards, team performance, room revenue and guest satisfaction.

KEY RESPONSIBILITIES

• Manage the day-to-day running of reception, reservations, concierge, porterage and guest relations


• Ensure check-ins, check-outs and guest requests are handled efficiently and to a luxury standard


• Recruit, train, schedule and performance-manage the front office team


• Draw up shift rosters, keeping the right staffing levels during peak and off-peak periods


• Monitor occupancy, room allocation, rates and upselling to grow room revenue


• Work closely with Housekeeping, F&B, Spa, Events and Maintenance to deliver a seamless guest experience


• Handle guest complaints and escalations quickly and professionally, and follow them up


• Monitor online reviews and guest feedback, and act on recurring issues


• Oversee cash-ups, deposits, guest accounts, credit control and night audit


• Keep the property management system (PMS) accurate and up to date, and maintain SOPs and brand standards


• Prepare daily, weekly and monthly front office reports for management


• Ensure compliance with security, safety, POPIA and emergency procedures

Requirements

MINIMUM REQUIREMENTS

• Diploma or degree in Hospitality Management (advantageous)


• At least 3–5 years’ front office experience in a 4- or 5-star hotel or lodge, including at least 2 years in a supervisory or management role


• Strong working knowledge of a hotel PMS such as Opera, Protel or similar


• Good understanding of revenue, occupancy and rate management


• Excellent spoken and written English; Afrikaans is advantageous


• Willing to work shifts, weekends and public holidays as operations require

SKILLS & ATTRIBUTES

• Polished, professional and guest-focused, with a strong eye for detail


• Hands-on leader who coaches and motivates a team


• Calm and solutions-driven under pressure


• Strong organisational, administrative and reporting skills


• Confident communicator with guests, colleagues and senior management