Assistant Front Office Manager

Reference: PE006842-NM-1

Our client in the Hospitality Industry is seeking an Assistant Front Office Manager to join team in Graaf Reinet Duties & Responsibilities

QUALIFICATIONS & SKILLS

• Diploma or degree in Hospitality or Hotel Management

• 3–5 years of front office experience, with at least 1–2 years in a supervisory capacity

• Proficiency in hotel PMS systems (e.g., Opera), POS, and Microsoft Office

• Strong understanding of front desk, reservations, concierge, and night audit functions

• Excellent communication and interpersonal skills

CORE COMPETENCIES

• Excellent leadership and team supervision

• Strong guest service orientation with conflict resolution skills

• Ability to multitask and manage pressure calmly

• Organisational efficiency and attention to detail

• Strong verbal and written communication

• Professional appearance and conduct

• Sound judgment and initiative

GENERAL DUTIES & RESPONSIBILITES: Operational Oversight

• Support and manage daily front office operations including reception, concierge, guest services, and switchboard.

• Ensure team adherence to SOPs and that check-in/check-out processes are efficient and accurate.

• Liaise with housekeeping and reservations to ensure room allocations, guest preferences, and special requests are fulfilled.

• Monitor lobby presence and actively support team members during peak times.

Guest Experience

• Engage with guests proactively to ensure satisfaction, resolve complaints, and exceed expectations.

• Manage VIP arrivals and coordinate special welcome amenities or services.

• Supervise handling of early arrivals, late checkouts, and overbooking situations.

Staff Supervision & Development

• Provide hands-on guidance, coaching, and feedback to front office staff.

• Assist in scheduling shifts, approving leave, and managing departmental rosters.

• Support onboarding and training of new team members in alignment with hotel service standards.

• Conduct regular team briefings to ensure service consistency and communication of updates.

Administrative Duties

• Oversee shift handovers and ensure all guest and operational issues are clearly communicated.

• Verify billing accuracy, room charges, and payment processing in collaboration with the night audit team.

• Monitor departmental supplies and equipment, initiating orders when necessary.

• Prepare daily reports for management review as delegated by the Front Office Manager.

CUSTOMER SPECIFIC RESPONSIBILITIES

• Champion guest satisfaction across all touchpoints in the front office.

• Act as a point of escalation for complex guest complaints or service recoveries.

• Monitor guest feedback platforms and address concerns where appropriate in collaboration with the Front Office Manager.

PEOPLE SPECIFIC RESPONSIBILITIES

• Foster a culture of professionalism, teamwork, and respect within the front office.

• Identify performance gaps and support ongoing training and development plans.

• Promote cross-training and collaboration between guest services, concierge, and night audit teams.

QUALITY SPECIFIC RESPONSIBILITIES

• Ensure all procedures related to check-in, check-out, room allocations, and billing are followed precisely.

• Conduct regular quality checks at the front desk and monitor team grooming, uniform, and service presentation.

• Implement improvements based on guest feedback and internal audits.

FINANCE SPECIFIC RESPONSIBILITIES

• Monitor cash handling procedures and ensure compliance with hotel financial protocols.

• Support the night audit and finance teams in daily revenue reconciliation when required.

• Ensure billing issues, disputed charges, and refunds are resolved accurately and in a timely manner.

FACILITIES

• Identify and report maintenance or IT issues affecting the front office area or guest experience.

• Ensure the lobby and reception areas remain clean, well-presented, and guest-ready.

• Support operational readiness during emergencies or unplanned disruptions.

ADDITIONAL DUTIES

• Represent the Front Office Manager during absences or days off.

• Collaborate with other department heads to ensure overall operational alignment.

• Perform any other reasonable tasks as delegated by senior management.

ADDITIONAL REQUIREMENTS

• Flexibility to work shifts, including evenings, weekends, and holidays

• Immaculate grooming and presentation in line with luxury hospitality standards

• Physically able to stand for extended periods and manage a fast-paced environment

• Passion for hospitality and continuous service improvement

Package & Remuneration

Monthly