Guest Experience Lead – Front Office

City Lodge Hotels Limited; South Africa; On-site; ZAR 350,000 - 550,000; Full time

Job summary

City Lodge Hotels Limited seeks an experienced Front Office Supervisor to lead, train, and develop reception staff, ensuring courteous, efficient guest flows and accurate front office administration. You will manage shifts, control budgets, and uphold the group’s standards across property operations.

The role requires a Grade 12 and a National Diploma in Hospitality Management or equivalent, with at least 1 year in front office experience.

Qualifications

• Minimum Grade 12.
• National Diploma Hospitality Management/C & G Diploma/Equivalent.
• Computer literacy essential, especially Microsoft Office Suite.

Responsibilities

• Executes all administrative tasks, including budgets, mid-month, month-end and year-end prep for front office.
• Maintains internal control measures as audited by internal auditors.
• Maintains expenditure and income within budget and hotel occupancy levels.
• Achieves budgeted occupancy and average room rate.
• Properly processes, stores and archives documentation per audit requirements.
• Adheres to Disaster Management and Health & Safety requirements.
• Plans staffing levels per shift to meet occupancies.
• Ensures compliance with hotel industry legislation.
• Maintains brand and group standards for consistency of service across group hotels.
• Identifies improvements to enhance product, service delivery and productivity.
• Creates guest-focused environment aligned with marketing strategy and corporate image.
• Manages HR functions per company policies and tracks attendance.
• Conducts legislative and operational training for direct reports.
• Fosters good relationships with staff and colleagues.
• Supports personal development through training.

Skills

Hospitality management

Customer service principles

Revenue management basics

HR basics

Financial literacy

PMS knowledge

Health and safety basics

Local area information

Analytical

Verbal and written communication

Administrative

Conflict management

BAR rate management

Learning agility

Education

Grade 12

National Diploma Hospitality Management/C & G Diploma/Equivalent

Tools

PMS

Job description

City Lodge Hotels Limited seeks an experienced Front Office Supervisor to lead, train, and develop reception staff, ensuring courteous, efficient guest flows and accurate front office administration. You will manage shifts, control budgets, and uphold the group’s standards across property operations.

The role requires a Grade 12 and a National Diploma in Hospitality Management or equivalent, with at least 1 year in front office experience.