Hotel Front Office Manager

About the Role

Our client, a leading hotel in East London, Eastern Cape, ZA , is seeking an experienced and service-oriented Hotel Front Office Manager . This role is crucial for ensuring the smooth and efficient operation of the front desk, lobby, and concierge services, creating a welcoming and memorable experience for all guests. The Front Office Manager will lead a team of front desk agents, reservations staff, and bell staff, upholding the highest standards of hospitality. This position offers a hybrid work model, providing flexibility while requiring a strong on-site presence to manage daily operations and staff.

Key Responsibilities

• Oversee all front office operations, including check-in/check-out, reservations, guest services, and bell desk.
• Lead, train, motivate, and manage the front office team to ensure exceptional guest service.
• Develop and implement front office policies and procedures to optimize efficiency and guest satisfaction.
• Manage staffing levels, schedules, and performance of the front office department.
• Ensure accurate handling of guest accounts, billing, and credit procedures.
• Monitor guest feedback and implement corrective actions to address service issues.
• Collaborate with other hotel departments to ensure seamless coordination of guest services.
• Manage the front office budget, controlling expenses and maximizing revenue through upselling and reservations.
• Ensure compliance with safety and security procedures.

Requirements

• Minimum of 5 years of experience in front office operations, with at least 2 years in a supervisory or management role.
• Proven experience in managing front desk teams within the hotel industry.
• Strong understanding of hotel management systems (PMS) and reservation software.
• Excellent leadership, communication, and interpersonal skills.
• Proficiency in cash handling, billing, and credit procedures.
• Ability to handle guest complaints effectively and professionally.
• Strong organizational and multitasking abilities.
• Experience working in a hybrid role, balancing on-site responsibilities with remote administrative tasks.
• Customer-focused mindset with a passion for delivering outstanding service.
• Flexibility to work shifts, including evenings, weekends, and public holidays.

Benefits

• Competitive salary and performance incentives.
• Medical aid contributions.
• Pension fund.
• Opportunities for professional development and career growth within the hotel group.
• Employee discounts on hotel stays, dining, and amenities.
• Uniform provided.
• Staff meals during shifts.
• A positive and collaborative work environment.

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