Front Office Manager

The President Hotel; Wes-Kaap; On-site; ZAR 350,000 - 520,000; Full time

Job summary

The President Hotel in Cape Town seeks an experienced Front Office leader to guide daily operations, welcome guests and drive service excellence. You will collaborate across departments to improve the guest experience, manage staff development and ensure accurate guest profiles in OPERA PMS.

Attention to revenue through upselling while maintaining financial controls and adherence to hotel policies. A hands-on leader who thrives in a busy, guest-centric environment will excel.

Qualifications

• Proven Front Office leadership experience with team development.
• Strong knowledge of OPERA PMS and Front Office interfaces.
• Excellent guest relations, complaint-handling and service-recovery skills.
• Understanding of Front Office financial controls, billing and reconciliations.
• Ability to upsell hotel facilities while controlling costs.

Responsibilities

• Lead daily Front Office operations with swift, professional check-ins/outs.
• Welcome guests in the lobby, build relationships and anticipate needs.
• Support the Guest Experience Manager to improve overall guest experience.
• Review procedures and standards; identify productivity improvements within budgets.
• Ensure OPERA PMS and interfaces operate accurately with guest profiles.
• Drive loyalty programme standards, benefits, and enrolment reporting.
• Check daily direct-billing docs before submission to Accounts; oversee shift banking.
• Monitor PM accounts; escalate unexplained charges and complete monthly BA bill-backs.
• Ensure cashless procedures and reconcile parking revenue against occupancy.
• Maximise upselling opportunities; control costs and reduce revenue-loss errors.
• Lead daily training and coaching; maintain records and training calendar.
• Motivate staff; develop future leaders and conduct return-to-work interviews.
• Maintain Front Office logbooks, shift reports; communicate group and guest needs.
• Build relationships with agents; coordinate with other departments.
• Track KPIs via weekly check-ins and monthly reviews with the Director of Front Office.
• Provide operational support hotel-wide when leadership is absent; assist projects and policy compliance.

Skills

Front Office leadership

OPERA PMS

Guest relations

Financial controls

Upselling

Coaching & training

Communication skills

Fast-paced environment

Hands-on leadership

Cross-department collaboration

Job description

Minimum Requirements

• Proven Front Office leadership experience, with strong employee-management and team-development abilities.


• Strong working knowledge of OPERA PMS, Front Office systems and related interfaces.


• Excellent guest relations, complaint-handling, conflict-resolution and service-recovery skills.


• Sound understanding of Front Office financial controls, billing, banking and account reconciliation.


• Ability to maximise revenue through upselling hotel facilities and outlets while maintaining cost control.


• Experience coaching employees, delivering training and managing performance.


• Strong communication, organisational, time-management and decision-making skills.


• Ability to maintain high standards within a fast-paced hotel environment.


• A visible, hands-on leadership approach and confidence engaging with guests.


• Professional presentation and a collaborative approach to working across departments.

What You’ll Be Doing

• Leading daily Front Office operations and ensuring swift, professional and friendly check-ins and check-outs.


• Spending time in the lobby welcoming guests, building relationships and anticipating their needs.


• Supporting the Guest Experience Manager with continuous improvement of the overall guest experience.


• Reviewing departmental procedures and service standards, identifying opportunities to improve productivity through new ideas and technology within approved budgets.


• Ensuring OPERA PMS and related interfaces operate effectively, with accurate guest profiles and information.


• Driving loyalty programme standards, guest benefits, daily reporting and enrolment performance.


• Checking daily direct-billing documentation before submission to Accounts and overseeing reception shift banking.


• Monitoring PM accounts daily, escalating unexplained charges and completing monthly BA bill-backs.


• Ensuring cashless procedures are followed and parking revenue is reconciled daily and reviewed against occupancy.


• Maximising upselling opportunities, controlling costs and reducing errors that cause revenue losses.


• Leading daily training and coaching, maintaining training records and submitting the following month’s training calendar on time.


• Motivating employees, developing future leaders and completing return-to-work interviews following sick leave.


• Maintaining Front Office logbooks, shift reports and clear communication about groups, functions and guest requirements.


• Building relationships with agents and coordinating effectively with other hotel departments.


• Tracking agreed KPIs through weekly check-ins and monthly performance reviews with the Director of Front Office.


• Providing operational management support across the hotel when executive leadership and department heads are absent.


• Supporting projects and ensuring compliance with hotel policies, loyalty standards, fire, security and emergency procedures.

Why Join The President Hotel

Join Cape Town’s Most Loved Hotel and be part of our journey toward luxury. Lead a guest-focused Front Office team while developing your operational and people-leadership skills alongside experienced hospitality professionals.
We offer a competitive salary, company contributions toward benefits, additional company perks and an outstanding team culture where you can contribute, grow and feel part of the team.