Senior Front Desk Manager

Placements24; Midrand; Hybrid; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Competitive salary

Health insurance

Retirement plan contributions

Training & development

Discounted staff rates

Career progression

Job summary

Placements24, on behalf of a premier hospitality group in Midrand, Gauteng, seeks a Senior Front Desk Manager to oversee the flagship hotel's operations, delivering exceptional guest experiences from arrival to departure in a high-volume luxury environment.

You will lead the front desk team, manage check-in/check-out, handle guest inquiries, create training programs, coordinate with housekeeping and maintenance, and collaborate with F&B and Sales to ensure a cohesive guest journey.

Qualifications

• Proven experience as Front Desk Manager or Assistant Front Desk Manager in a reputable hotel or hospitality establishment.
• 5+ years in a supervisory or management role within hospitality.
• Excellent knowledge of hotel management software (PMS like Opera, Fidelio).
• Strong leadership, communication, interpersonal skills, with ability to motivate and manage a diverse team.
• Exceptional customer service skills with a passion for guest satisfaction.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Ability to work flexible hours, including weekends and holidays.
• A degree or diploma in Hospitality Management or related field preferred.
• Demonstrated ability to handle stressful situations calmly and effectively.

Responsibilities

• Supervise and lead the front desk team, including receptionists, concierge, and bell staff, ensuring adherence to service standards and operational procedures.
• Manage guest arrivals and departures, check-in/check-out processes, and handle inquiries promptly.
• Develop and implement training programs for front desk staff to improve service skills, product knowledge, and problem-solving abilities.
• Oversee room allocation, inventory management, and coordinate with housekeeping and maintenance for guest satisfaction.
• Handle guest complaints and resolve issues, escalating to management when needed to maintain loyalty.
• Maintain high standards of appearance and presentation of the front desk area.
• Collaborate with Food & Beverage and Sales to ensure a cohesive guest experience.
• Prepare daily occupancy, arrivals, departures, and guest feedback reports for management.
• Manage the front desk budget, identify cost-saving opportunities without compromising service.

Skills

Front desk operations

Staff leadership

PMS software Opera

PMS Fidelio

Customer service excellence

Microsoft Office

Training and development

Budgeting

Education

Bachelor's/Diploma in Hospitality Management

Tools

Opera PMS

Fidelio PMS

Job description

About the Role

Our client, a premier hospitality group in Midrand, Gauteng, is seeking an experienced and dynamic Senior Front Desk Manager to oversee the operations of their flagship hotel. This is a pivotal role responsible for ensuring an exceptional guest experience from arrival to departure. The ideal candidate will possess a strong understanding of front desk operations, customer service excellence, and staff leadership within a high-volume, luxury environment. This hybrid role allows for a balance of on-site presence and remote administrative tasks, fostering efficiency and flexibility. You will be instrumental in setting the tone for guest interactions and ensuring seamless service delivery across all front-facing departments. The strategic location in Midrand, Gauteng positions you at the heart of a thriving business and leisure hub.

Key Responsibilities

• Supervise and lead the front desk team, including receptionists, concierge, and bell staff, ensuring adherence to service standards and operational procedures.
• Manage guest arrivals and departures, ensuring efficient check-in and check-out processes and handling all guest inquiries and requests promptly and professionally.
• Develop and implement training programs for front desk staff to enhance service skills, product knowledge, and problem-solving abilities.
• Oversee room allocation, inventory management, and coordinate with housekeeping and maintenance departments to ensure guest satisfaction.
• Handle guest complaints and resolve issues effectively, escalating to management when necessary to ensure guest loyalty and retention.
• Maintain high standards of appearance and presentation of the front desk area, ensuring a welcoming and professional atmosphere.
• Collaborate with other hotel departments, such as Food & Beverage and Sales, to ensure a cohesive guest experience and support hotel-wide objectives.
• Prepare daily reports on occupancy, arrivals, departures, and guest feedback for management review.
• Manage the front desk budget, controlling expenses and identifying opportunities for cost savings without compromising service quality.

Requirements

• Proven experience as a Front Desk Manager or Assistant Front Desk Manager in a reputable hotel or hospitality establishment.
• A minimum of 5 years of experience in a supervisory or management role within the hospitality sector.
• Excellent knowledge of hotel management software (PMS systems like Opera, Fidelio, etc.).
• Strong leadership, communication, and interpersonal skills, with the ability to motivate and manage a diverse team.
• Exceptional customer service skills, with a passion for exceeding guest expectations.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Ability to work flexible hours, including weekends and holidays, as required by the operation.
• A degree or diploma in Hospitality Management or a related field is preferred.
• Demonstrated ability to handle stressful situations calmly and effectively.

Benefits

• Our client offers a competitive salary package commensurate with experience.
• Employees benefit from comprehensive health insurance, retirement plan contributions, and opportunities for professional development and career advancement within a growing organization.
• Enjoy discounted accommodation rates across the group's properties and access to state-of-the-art training facilities.
• Join a supportive and collaborative work environment dedicated to fostering talent and delivering unparalleled guest experiences in Midrand, Gauteng.