Guest Experience Front Office Leader

Craven Cottage CC; Wes-Kaap; On-site; ZAR 290,000 - 424,000; Full time

Job summary

Craven Cottage CC is seeking an experienced Front Office Manager to oversee daily operations, guest relations and team leadership within a 5-star hotel setting in the Western Cape. The role requires hands-on visibility in peak times and a focus on presentation, service standards and staff development.

The ideal candidate will have a Diploma in Hotel Management, 3+ years in a 5-star hotel (2+ in Front Office), strong English, and proven skills in service recovery, troubleshooting and conflict

Qualifications

• A Diploma in Hotel Management.
• At least 3 years’ experience in a 5-star hotel, including 2 years in Front Office, or completion of the relevant hotel group’s management programme.
• Food and Beverage and Housekeeping supervisory experience.
• Working knowledge of Microsoft Outlook, Word and Excel.
• Experience using a property management system; Opera exposure would be advantageous.
• Strong written and spoken English.
• Professional presentation and a confident presence.
• Proven service-recovery, troubleshooting and conflict-resolution skills.
• Experience in crisis management and health and safety controls.
• Ability to take ownership, make sound decisions and resolve problems proactively.
• International work experience would be advantageous.
• Availability for flexible shifts, including nights, weekends and public holidays.

Responsibilities

• Oversee front office operations during the assigned shift, including arrivals, departures and guest enquiries.
• Maintain a visible presence in the lobby and guest areas, particularly during peak periods.
• Ensure reception, lobby and entrance areas meet presentation and staffing standards.
• Resolve guest complaints and operational challenges promptly, taking ownership through to resolution.
• Coordinate communication between Front Office and other departments.
• Complete daily management checklists and provide thorough shift handovers.
• Brief, supervise and support the front office team.
• Set clear goals, monitor performance and provide constructive feedback.
• Address performance concerns according to company procedures.
• Identify training needs and coordinate service-standard training.
• Recommend improvements to policies, procedures and working practices.
• Oversee cash-ups, floats, guest-account updates and reconciliations.
• Check and sign off shift cash-ups and ensure financial procedures are followed.
• Prepare and send before, during and after-stay reports to agents.
• Process guest-experience voucher enquiries, quotations and requests.
• Validate voucher redemptions and reconcile voucher and front office house accounts.
• Maintain appropriate guest-gifting and stationery stock levels.
• Follow emergency, evacuation, fire and security procedures.
• Identify and report health, safety and security risks.
• Support crisis management and respond calmly to unexpected situations.
• Reduce wastage without compromising guest-service standards.

Skills

Service recovery

Troubleshooting

Conflict resolution

English proficiency

Education

Diploma in Hotel Management

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Opera PMS

Job description

Craven Cottage CC is seeking an experienced Front Office Manager to oversee daily operations, guest relations and team leadership within a 5-star hotel setting in the Western Cape. The role requires hands-on visibility in peak times and a focus on presentation, service standards and staff development.

The ideal candidate will have a Diploma in Hotel Management, 3+ years in a 5-star hotel (2+ in Front Office), strong English, and proven skills in service recovery, troubleshooting and conflict