Front Office Manager [CWR.K.FOM.16072026]

Introduction

Our client, an upmarket hotel and conference center in Pretoria is looking for a Front Office Manager to join their dynamic team.

Duties & Responsibilities

JOB DESCRIPTION / PURPOSE

Responsible for the daily operations of the Front office Department, primarily reporting directly to the Rooms Division Manager. In the absence of Rooms Division Manager, ensures guests have a smooth-running stay at the hotel. As the Front Office Manager, one should act as the bridge between the front and the back office. While coordinating the operation, you will also ensure that all guests experience a fantastic stay.

MAIN DUTIES & RESPONSIBILITIES

• Ensure smooth, efficient, and guest-focused Front Office operations at all times

• Achieve budgeted room revenue and upselling targets for the Front Office in collaboration with Revenue and Sales

• Ability to manage several budgets

• Maintain and improve guest satisfaction scores and online reputation related to Front Office service delivery

• Ensure full compliance with hotel policies, SOPs, brand standards, and applicable legislation (including health and safety, POPIA, and fire regulations) within the Front Office

• Lead, coach, and develop the Front Office team to achieve performance standards and career growth

• Drive effective communication and coordination between Front Office and other departments (Housekeeping, Maintenance, Food & Beverage, Security, Finance.

Operations Management

• Monitor staff performance, ensuring the hotel is running well and guests are happy.

• Oversee daily Front Office operations (reception, guest relations, switchboard, concierge) to ensure smooth and efficient service.

• Ensure company standards for Front Office and guest services are met and consistently applied.

• Greet and register guests and ensure a professional, warm welcome.

• Oversee guest check-in, check-out, room allocation, and billing accuracy.

• Ensure that personalised service is offered to each and every guest.

• Ensure effective handling of group arrivals, VIPs, long-stay guests, and special events.

• Coordinate closely with Housekeeping to ensure room readiness and quick turnaround of rooms.

• Liaise with Maintenance to ensure prompt resolution of room and Front Office-related defects.

• Ensure that guest documentation and information is available, complete, and up-to-date.

Guest Experience and Service Recovery

• Maintain a high level of customer service and a visible presence in the Front Office area.

• Develop high-quality relationships with guests throughout their stay.

• Handle any guest complaints or contentious issues that cannot be settled directly by team members and provide a fast, effective solution.

• Monitor all guest arrivals to ensure maximum guest satisfaction through personal recognition and prompt, cordial attention from arrival through departure.

• Review arrival list for all VIPs, check room allocations, amenities and special requests.

• Monitor and respond to guest feedback from all channels (on-property, online reviews, guest surveys) and implement corrective actions.

People Management

• Interview, hire, train and, where necessary, terminate Front Office staff in line with company procedures and labour legislation.

• Integrate and train employees, providing support for skills development.

• Conduct regular performance appraisals, coaching, and counselling sessions for Front Office team members.

• Ensure that all Front Office employees receive required onboarding and ongoing training (systems, SOPs, service standards, health and safety).

• Ensure that all front desk employees are well presented (uniforms, personal hygiene, grooming) and punctual.

• Prepare and manage Front Office duty rosters and leave schedules to ensure adequate coverage and control overtime.

• Get involved in recruitment of new team members for Front Office.

Financial Management and Reporting

• Ensure that the hotel's pricing policy and sales pitches are duly applied in order to optimise REVPAR.

• Ensure that the pricing policy and internal audit procedures are duly applied.

• Supervise the management of debtors, group and individual guest invoicing, and credit control related to Front Office.

• Prepare monthly and daily revenue reports and circulate to all HODs.

• Prepare room revenue and occupancy forecasts and take action on rate strategies in consultation with Revenue and Sales.

• Monitor Front Office expenses and payroll, ensuring adherence to budget and cost-control measures.

• Ensure accurate night audit procedures, cash-up, and banking in collaboration with Finance.

Systems, Controls and Compliance

• Knowledge of Property Management System is required.

• Have a good knowledge of all systems and standard operating procedures of Front Office.

• Ensure that all Front Office transactions are captured correctly and in accordance with SOPs.

• Ensure compliance with data privacy and information security requirements (e.g., POPIA).

• Ensure adherence to health and safety, fire, and security procedures in the Front Office area.

• Support internal and external audits and implement agreed corrective actions

Communication and Coordination

• Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies, and knowledge of the local area and events.

• Facilitate effective communication between Front Office and other departments through briefings, handovers, meetings and written logs.

• Represent Front Office in operational and departmental meetings as required.

Desired Experience & Qualification

EDUCATIONAL REQUIREMENTS

• Grade 12

• Diploma in Hospitality Management or other related fields will be advantageous

• Additional training in customer service, leadership or revenue management is an advantage.

EXPERIENCE AND SKILLS REQUIRED

• Minimum 2 to 3 years' work experience as Front Office Manager or Assistant Front Office Manager in a hotel environment

• Previous experience in managing teams and supervising shifts is essential.

• Computer knowledge and experience in MS office programs.

• Knowledge of a 200 + rooms hotel including Spa and Conference Centre operations (Non-Negotiable)

• Food and Beverage experience

• Dealing with Tour Groups, Leisure Guest and Conference groups

• Well-developed communication and customer relations skills.

• Thorough understanding of Front Office operations, systems and procedures.

• Knowledge of hotel products, services, facilities and local area attractions.

• High level of customer service and maintain a high profile in the day-to-day front office operations.

• Strong leadership, coaching and delegation skills.

• Conflict resolution and complaint handling skills.

• Proficiency in PMS and MS Office programs.

• Ability to analyse and interpret financial and operational reports.

BEHAVIOURAL REQUIREMENTS

• Welcomes guests and fosters customer loyalty through his/her friendly manner.

• Develops high quality relationships with guests throughout their stay.

• Handles any guest complaints or contentious issues that cannot be settled directly by team members and provides a fast solution.

• Oversee and supervises guest arrivals and departures with the Front office Manager and Duty managers.

• Provide high level of customer service and maintain a high profile in the day-to-day front office operations.

• Ensure that personalised service is offered to each and every guest.

• Demonstrates visible leadership in the Front Office area, leading by example in service, attitude and appearance.

• Remains calm, professional and solutions-focused in high-pressure or conflict situations.

• Takes ownership of guest issues until fully resolved and follows up to confirm guest satisfaction.

• Communicates clearly and respectfully with guests and colleagues, even when delivering difficult messages.

• Upholds and enforces company policies, SOPs and brand standards consistently, eve