Guest Experience Lead - Front Office (Luxury Hotel)

Advius (Pty) Ltd; Somerset West; On-site; ZAR 900,000 - 1,200,000; Full time

Job summary

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.

Qualifications

• 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.

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.

Skills

Front office management

Staff supervision

Guest relations

Communication

Education

Diploma/Degree in Hospitality Management

Tools

Opera PMS

Protel PMS

Job description

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.