Senior Front Office Manager

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

Benefits offered by this job

Medical aid

Retirement fund

Career progression

Staff discounts

Hybrid work arrangement

Job summary

Placements24 in Stellenbosch, Western Cape, seeks a highly experienced Senior Front Office Manager to lead our reception and guest services team at a luxury hotel. You will drive service excellence, oversee check-in/check-out, reservations, and concierge, and ensure seamless front desk operations.

The role requires strong leadership, strategic planning, and a deep understanding of PMS systems, revenue metrics, and staff development.

Qualifications

• Min 5 years in front office with 2+ years in supervision
• Proven leadership and team management
• Excellent customer service and communication skills
• Knowledge of PMS and front desk procedures
• Flexibility for evenings, weekends and holidays

Responsibilities

• Oversee front office operations including check-in/check-out, guest inquiries, reservations and concierge services
• Lead, train, coach and motivate the front desk team to maintain high service standards
• Develop and implement efficient operational procedures and service standards
• Collaborate with Housekeeping, F&B and Sales to ensure a cohesive guest experience
• Monitor occupancy, ADR and guest satisfaction metrics

Skills

Leadership

Customer service

Team management

Problem solving

Communication

Education

Hospitality Management degree

Tools

PMS software

Hotel management software

MS Office

Job description

About the Role

Our client is seeking a highly experienced and customer-focused Senior Front Office Manager to lead the reception and guest services team at a luxury hotel in the picturesque town of Stellenbosch, Western Cape . This role requires a dedicated professional with exceptional leadership skills, a passion for delivering unparalleled guest experiences, and a strong understanding of hotel operations. You will be responsible for ensuring the seamless functioning of the front desk, managing staff, implementing service standards, and contributing to the overall success of the hotel's guest relations.

Key Responsibilities

• Oversee all front office operations, including check-in/check-out, guest inquiries, reservations, and concierge services.
• Lead, train, coach, and motivate the front desk team to ensure high levels of service and professionalism.
• Develop and implement efficient operational procedures and service standards.
• Manage guest relations, address concerns, and resolve complaints promptly and effectively.
• Monitor and manage front office performance metrics, including occupancy, ADR, and guest satisfaction scores.
• Ensure the security and accuracy of all financial transactions handled by the front desk.
• Collaborate with other hotel departments (Housekeeping, F&B, Sales) to ensure a cohesive guest experience.
• Maintain an up-to-date knowledge of hotel rates, promotions, and local attractions.
• Conduct staff training sessions on service excellence, product knowledge, and emergency procedures.
• Contribute to the hotel’s overall strategic goals and operational improvements.

Requirements

• A minimum of 5 years of experience in front office management, with at least 2 years in a supervisory or managerial role.
• Proven leadership and team management capabilities.
• Exceptional customer service and interpersonal skills.
• Strong understanding of hotel operations, reservation systems (PMS), and front desk procedures.
• Excellent problem-solving and decision-making abilities.
• Ability to remain calm and professional under pressure.
• Proficiency in Microsoft Office Suite and hotel management software.
• A degree in Hospitality Management or a related field is preferred.
• Excellent command of English, with additional languages being an advantage.
• Availability to work flexible hours, including evenings, weekends, and public holidays.

Benefits

• We offer a competitive annual salary ranging from R to R , dependent on experience.
• This role includes comprehensive medical aid and participation in a retirement fund.
• Opportunities for professional development and career progression within our esteemed hotel group are abundant.
• Staff will also enjoy discounts on accommodation and dining at affiliated properties.
• This hybrid position allows for strategic planning and administrative tasks to be conducted remotely, with essential on-site presence required for team leadership and guest interaction in beautiful Stellenbosch, Western Cape.