Front Office Manager

Salary: Market related

Location: Pretoria

Job type: Permanent

Industry: Hospitality

Reference: CWR.K.FOM.19052026

COMPANY DESCRIPTION:

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

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
• Guest Experience and Service Recovery
• People Management
• Financial Management and Reporting, Systems, Controls and Compliance, Communication and Coordination

EDUCATIONAL REQUIREMENTS:

• Grade 12
• Diploma in Hospitality Management is an asset or other related field

EXPERIENCE AND SKILLS REQUIRED:

• Minimum 2 to 3 years' work experience as Front Office Manager or Assistant Front Office Manager in a hotel environment
• 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
• Previous experience in managing teams and supervising shifts is essential
• Computer knowledge and experience in MS office programs
• 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
• Highly organised, results-oriented with the ability to be flexible and work well under pressure
• Professional and confident communication style
• Integrity, reliability and strong sense of accountability
• Positive attitude and ability to motivate and inspire others
• Additional training in customer service, leadership or revenue management is an advantage

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