Front Office Supervisor: Guest Experience Lead

Headhunters; Graaff-Reinet; On-site; ZAR 350,000 - 520,000; Full time

Job summary

Headhunters in Graaff-Reinet invites applications for a Front Office Manager to lead daily front desk operations, concierge, guest services and switchboard, ensuring seamless service and a welcoming environment for all guests.

The ideal candidate will hold a Diploma or Degree in Hospitality or Hotel Management, have 3–5 years of front office experience with 1–2 years in supervision, and be proficient in Opera PMS and POS systems, with strong knowledge of SOPs and guest billing.

Qualifications

• Diploma or Degree in Hospitality or Hotel Management.
• 3–5 years of front office experience.
• At least 1–2 years in a supervisory capacity.
• Proficiency in hotel PMS systems (e.g. Opera).
• Point of Sale (POS) systems.

Responsibilities

• Support and manage daily front office operations including reception, concierge, guest services, and switchboard.
• Ensure team adherence to SOPs and that check-in/check-out processes are efficient and accurate.
• Liaise with housekeeping and reservations to ensure room allocations, guest preferences, and special requests are fulfilled.
• Monitor lobby presence and actively support team members during peak times.
• Engage with guests proactively to ensure satisfaction, resolve complaints, and exceed expectations.
• Manage VIP arrivals and coordinate special welcome amenities or services.
• Supervise handling of early arrivals, late checkouts, and overbooking situations.
• Provide hands‑on guidance, coaching, and feedback to front office staff.
• Assist in scheduling shifts, approving leave, and managing departmental rosters.
• Support onboarding and training of new team members in alignment with hotel service standards.
• Conduct regular team briefings to ensure service consistency and communication of updates.
• Oversee shift handovers and ensure all guest and operational issues are clearly communicated.
• Verify billing accuracy, room charges, and payment processing in collaboration with the night audit team.
• Monitor departmental supplies and equipment, initiating orders when necessary.
• Prepare daily reports for management review as delegated by the Front Office Manager.
• Champion guest satisfaction across all touchpoints in the front office.
• Act as a point of escalation for complex guest complaints or service recoveries.
• Monitor guest feedback platforms and address concerns where appropriate in collaboration with the Front Office Manager.
• Foster a culture of professionalism, teamwork, and respect within the front office.
• Identify performance gaps and support ongoing training and development plans.
• Promote cross‑training and collaboration between guest services, concierge, and night audit teams.
• Ensure all procedures related to check‑in, check‑out, room allocations, and billing are followed precisely.
• Conduct regular quality checks at the front desk and monitor team grooming, uniform, and service presentation.
• Implement improvements based on guest feedback and internal audits.
• Monitor cash handling procedures and ensure compliance with hotel financial protocols.
• Support the night audit and finance teams in daily revenue reconciliation when required.
• Ensure billing issues, disputed charges, and refunds are resolved accurately and in a timely manner.
• Identify and report maintenance or IT issues affecting the front office area or guest experience.
• Ensure the lobby and reception areas remain clean, well‑presented, and guest‑ready.
• Support operational readiness during emergencies or unplanned disruptions.
• Ensure adherence to legal requirements regarding guest data, identification, and financial transactions.
• Support implementation of health, safety, and fire regulations across the front office.
• Maintain compliance with security procedures including key control and guest access.
• Represent the Front Office Manager during absences or days off.
• Collaborate with other department heads to ensure overall operational alignment.
• Perform any other reasonable tasks as delegated by senior management.

Skills

Front office experience

Supervisory experience

PMS Opera

POS systems

Education

Diploma or Degree in Hospitality or Hotel Management

Tools

Opera PMS

Job description

Headhunters in Graaff-Reinet invites applications for a Front Office Manager to lead daily front desk operations, concierge, guest services and switchboard, ensuring seamless service and a welcoming environment for all guests.

The ideal candidate will hold a Diploma or Degree in Hospitality or Hotel Management, have 3–5 years of front office experience with 1–2 years in supervision, and be proficient in Opera PMS and POS systems, with strong knowledge of SOPs and guest billing.