Guest Experience Leader, 5-Star Front Office Manager

The Royal Portfolio; Hermanus; On-site; ZAR 600,000 - 840,000; Full time

Job summary

Birkenhead House in Hermanus, part of The Royal Portfolio, seeks a Front Office Manager to oversee guest arrivals, departures and overall guest experience. You will lead the Front Office team and coordinate with other departments to ensure seamless service and accurate guest billing.

The role requires a senior Front Office background in a 5★ hotel, strong English communication, and a proactive approach to guest satisfaction, with flexibility to work shifts.

Qualifications

• Degree or Diploma in Hospitality will be an advantage.
• Must have at least 2 years’ experience in a senior Front Office role in a 5* Hotel environment.
• Demonstrate excellent written and verbal communication skills with English as first language.
• Opera (Property Management System) knowledge at Operator Level; computer literacy in Microsoft Office environment.
• Exceptional focus on guest experience
• Strong administrative orientation
• Ability to multitask and prioritise workload
• Excellent time-management
• Proven job reliability, diligence, dedication and attention to detail.
• Knowledge of Hermanus & surroundings.
• Must be flexible and willing to work shifts, weekends & public holidays.

Responsibilities

• Assist with welcoming new arrival guests and escorting departing guests to the door and engaging with them about their stay
• Build relationships with guests, enquiring about their needs and wants while remaining unobtrusive
• Ability to take initiative and make judgement calls regarding queries and complaints (adequate gifting / room drops / vouchers, etc)
• Assist guests with information they need about services at the hotel and surrounding areas
• Ensuring smooth communication via radio, telephone, email or in person across all other departments and ensuring that appropriate action is taken
• Update & share guest feedback with executive and management teams
• Work hand in hand with the Front Office team and other Hotel departments.
• Manage the department and its personnel.
• Assess efficient department standard operating procedures and amend if necessary
• Ensure that all team members are aware of and practicing Leading Hotels of the World service level agreements
• Rostering staff to ensure all shifts are covered.
• Ensure staff performance through standards, coaching and performance evaluation on an ongoing basis
• Deal with all staff matters relating to misconduct or incapacity timeously and to ensure that appropriate disciplinary action is taken
• Drive recruitment, selection and onboarding of new staff members
• Constant monitoring of Opera PMS and guest profiling and monitoring that all teams constantly updated guest information - nationalities, addresses, remarks, preferences, occasions, interests etc.
• Control the financial status of the department.
• Recite, understand, apply and live the Purpose & Values statement.

Skills

Communication

Team leadership

Time management

Attention to detail

Guest experience focus

Education

Degree or Diploma in Hospitality

Tools

Opera PMS

MS Office

Job description

Birkenhead House in Hermanus, part of The Royal Portfolio, seeks a Front Office Manager to oversee guest arrivals, departures and overall guest experience. You will lead the Front Office team and coordinate with other departments to ensure seamless service and accurate guest billing.

The role requires a senior Front Office background in a 5★ hotel, strong English communication, and a proactive approach to guest satisfaction, with flexibility to work shifts.