Hospitality

Front Office Manager

Helderberg Personnel·Western Cape, south-africa·Full Time·Part-time
HospitalityFull TimePart-time
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KEY RESPONSIBILITIES

  • Supervising and controlling all Front of House areas in line with company standards, maximising revenue and profitability within agreed budgets
  • Ensuring adherence to Front Office SOPs, policies, procedures, operating controls, and service standards
  • Ensuring the Front Desk provides a professional, efficient, and welcoming service to all guests
  • Proactively anticipating guest needs and addressing concerns to ensure exceptional guest experiences
  • Receiving, resolving, and assisting with guest complaints and service recovery processes
  • Acting as Duty Manager when required and ensuring the smooth running of hotel operations in the absence of the General Manager
  • Assisting the General Manager with day-to-day hotel operations and providing operational support across departments
  • Monitoring departmental performance, identifying problem areas, and making recommendations to improve operational efficiency and profitability
  • Training, coaching, mentoring, supervising, and supporting Front Office staff and Heads of Department
  • Scheduling shifts and ensuring appropriate staffing levels to support operational requirements
  • Conducting and supporting staff performance reviews and assisting with relevant personnel and disciplinary processes
  • Assisting with the selection and recruitment of hotel staff
  • Ensuring accurate and timeous processing of guest charges and maintaining up-to-date guest accounts
  • Ensuring accurate and timeous completion and submission of daily, weekly, and monthly reports and administrative requirements
  • Preparing and submitting annual budgetary information as required
  • Monitoring industry trends and identifying opportunities for implementing improvements within the operation
  • Ensuring effective and timely communication of hotel policies, procedures, and operational requirements
  • Troubleshooting operational emergencies and liaising effectively with other departments to resolve issues
  • Ensuring regular on-the-job training and development is taking place to agreed standards
  • Supporting continuous improvement initiatives and maintaining the highest standards of professionalism and luxury guest service

CRITERIA

  • Post-matric Hotel School qualification is essential
  • Minimum 5 years' experience within a 5-star hotel environment
  • Proven experience in a senior Front Office, hotel operations, or management role within a luxury hospitality environment
  • Strong knowledge and understanding of hotel operating procedures, standards, and SOP implementation
  • Proficiency in Opera Cloud and MICROS
  • Proficiency in Microsoft Office, particularly Excel and Word
  • Strong leadership abilities with demonstrated experience in motivating, coaching, and developing teams
  • Excellent guest relations and service recovery skills
  • Strong communication, interpersonal, organisational, and multitasking abilities
  • Good numeracy skills with the ability to interpret operational reports and contribute towards profitability objectives
  • High level of English proficiency, both written and verbal
  • Strong problem-solving abilities with a proactive approach to operational challenges
  • High level of professionalism, attention to detail, and commitment to luxury service standards
  • Motivated, enthusiastic, energetic, and positive approach
  • Team player with the ability to work effectively under pressure
  • Computer literate
  • Willingness to work shifts, weekends, and public holidays as required

Key skills

Matric
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At a glance

Company

Helderberg Personnel

Location

Western Cape, south-africa

Employment

Full Time

Experience

Valid until

Not specified

Created

September 24, 2026

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