Hands-On Front Office Leader: Elevate Guest Experience

The President Hotel; Cape Town; On-site; ZAR 700,000 - 900,000; Full time

Job summary

The President Hotel in Bantry Bay, Cape Town, is seeking a hands-on Front Office Manager to lead our Front Office operation, inspire the team, connect with guests and deliver a seamless stay.

Reporting to the Director of Rooms, the role focuses on maintaining service standards, maximizing revenue, coaching staff, and collaborating across departments to elevate the guest experience in our 349-room hotel.

Qualifications

• Grade 12 or equivalent.
• Hospitality diploma or degree.
• Proven Front Office leadership experience in 4- or 5-star hotels.
• Strong knowledge of OPERA PMS and Front Office interfaces.
• Excellent guest relations, complaint handling, conflict resolution and service recovery skills.
• Sound understanding of Front Office financial controls, billing and account reconciliation.
• Ability to maximise revenue through upselling hotel facilities and outlets while maintaining cost control.
• Experience coaching employees, delivering training and managing performance.
• Strong communication, organisational, time management and decision-making skills.
• Visible, hands-on leadership and confident guest engagement across departments.

Responsibilities

• Lead daily Front Office operations with swift, professional check-ins and check-outs.
• Spend time in the lobby welcoming guests and building relationships.
• Support the Guest Experience Manager with continuous improvement of the guest experience.
• Review procedures to improve productivity within approved budgets and via new ideas.
• Ensure OPERA PMS and interfaces operate effectively with accurate guest profiles.
• Drive loyalty programme standards, guest benefits, and daily reporting.
• Oversee cash handling, direct-billing documentation and shift banking.
• Monitor accounts and complete monthly bill-backs.
• Maximise upselling opportunities and control costs.
• Lead training, maintain records and schedule monthly training calendars.
• Motivate employees and develop future leaders; conduct return-to-work interviews.
• Maintain Front Office logbooks and clear communication on groups/functions.
• Coordinate with agents and other hotel departments.
• Track KPIs through weekly checks and monthly reviews with senior leadership.
• Provide operational support across the hotel when needed.

Skills

Front Office leadership

OPERA PMS

Guest relations

Billing & reconciliation

Upselling revenue

Coaching & training

Communication

Organization & time management

Decision making

Collaboration across departments

Conflict resolution

Education

Grade 12

Hospitality diploma or degree

Tools

OPERA PMS

Front Office systems

Job description

The President Hotel in Bantry Bay, Cape Town, is seeking a hands-on Front Office Manager to lead our Front Office operation, inspire the team, connect with guests and deliver a seamless stay.

Reporting to the Director of Rooms, the role focuses on maintaining service standards, maximizing revenue, coaching staff, and collaborating across departments to elevate the guest experience in our 349-room hotel.