VIP Front Office Leader: Guest Experience & Team

Pullman; Cape Town; On-site; ZAR 450,000 - 600,000; Full time

Job summary

Pullman Cape Town is seeking an experienced Front Office Manager to lead the guest services team and uphold brand standards. You will manage VIP guest experiences, staffing, and daily operations to deliver memorable stays.

The role requires 3–5 years in Front Office management, strong leadership, and solid proficiency in hotel software and budgeting. Flexibility to work weekends and holidays is essential for success at this busy property in Cape Town.

Qualifications

• Matric required.
• Minimum 3–5 years of experience in Front Office management within the hospitality industry.
• Proven leadership and team management in a fast-paced environment.
• Advanced proficiency in Microsoft Office Suite and hotel management software.
• Strong financial experience in budgeting and revenue management.
• Exceptional customer service skills with a focus on creating memorable guest experiences.
• Excellent problem-solving abilities and decisiveness in handling complex situations.
• Outstanding communication and interpersonal skills.
• In-depth understanding of hotel operations and guest service best practices.
• Ability to work flexible hours, including weekends and holidays.

Responsibilities

• Ensures that all Front Office Policies and Procedures are adhered to
• Ensures VIP procedures are being met or exceeded on a daily basis for all Guests.
• Coordinate the Arrival, Stay and Departure experience for all Guests.
• To understand and promote the hotel’s and departmental vision
• Lead by example and sustain an environment of Respect, Integrity, Teamwork, Empowerment and positive Colleague relations
• Develop and maintain standards for the department, while adhering to Accor’s standards
• Provide direction and support to Guest Relations Managers, Front Office supervisory positions and Ambassadors in their daily tasks relating to their roles
• Ensure that all Front Office team have the supplies needed to perform their duties
• Communicate and liaise effectively with other leaders in the department and hotel.
• Responsible to balance operational, administrative and Ambassador needs
• Responsible for ensuring consistency in exceeding guest service expectations.
• Energize the brand by promoting our Guest loyalty program.
• Ensure proper staffing and scheduling of all Front Office Ambassadors in accordance to productivity guidelines
• Communicates through pre-shift, logs, emails and departmental operational meetings all pertinent information for the respective shift and areas of operation
• Reviews arrival reports and VIP’s to ensure all special requirements are met or exceeded.
• Conduct colleague performance evaluations on a timely basis, including corrective action and coaching. Directly influences the future effectiveness of the hotel through involvement in recruitment, hiring, training & motivation of Front Office Ambassadors.

Skills

Leadership

Customer service

Problem solving

Communication

Organizational skills

Time management

Attention to detail

Decisiveness

Education

Matric

Hospitality management experience (Advantage)

Tools

Microsoft Office Suite

Hotel management software

Job description

Pullman Cape Town is seeking an experienced Front Office Manager to lead the guest services team and uphold brand standards. You will manage VIP guest experiences, staffing, and daily operations to deliver memorable stays.

The role requires 3–5 years in Front Office management, strong leadership, and solid proficiency in hotel software and budgeting. Flexibility to work weekends and holidays is essential for success at this busy property in Cape Town.