Front Office Manager

4 weeks ago

Stellenbosch, Western Cape, South Africa HR Genie Full time

A Front Office Manager for a luxury 5* hotel ensuring a personalized and high-end guest experience.

Key job responsibilities include:

1. Guest Experience & Service
  • Provide a warm, personalized welcome to all guests.
  • Anticipate guest needs and deliver tailored services.
  • Handle VIP guests, special requests, and complaints with discretion and efficiency.
  • Monitor guest reviews on platforms like TripAdvisor, Google, and OTA websites, responding thoughtfully.
  • Foster a culture of high-end hospitality among staff.
2. Front Desk Operations
  • Oversee smooth check-in and check-out experiences.
  • Ensure all reservations and room allocations are accurate.
  • Supervise concierge services, including restaurant bookings, local recommendations, and special arrangements.
  • Maintain a well-organized, aesthetically pleasing front desk area.
3. Staff Management & Training
  • Hire, train, and supervise front desk agents and concierge staff.
  • Schedule shifts to ensure 24/7 front desk coverage.
  • Conduct ongoing training to maintain high service standards.
  • Motivate staff to deliver a personalized and engaging guest experience.
4. Revenue & Financial Management
  • Monitor room occupancy and suggest strategies for increasing revenue.
  • Handle daily financial reports, guest billing, and cashier operations.
  • Work closely with the sales team to promote direct bookings and loyalty programs.
  • Oversee upselling of rooms, spa treatments, or local experiences.
5. Coordination with Other Departments
  • Communicate guest preferences to housekeeping and F&B teams for personalized service.
  • Collaborate with maintenance to ensure prompt repairs and upkeep.
  • Work with marketing to implement promotions and enhance brand reputation.
6. Technology & Property Management Systems (PMS)
  • Ensure accurate guest data entry and usage of hotel management software.
  • Manage digital check-in/check-out processes for a seamless guest experience.
  • Stay updated with new hospitality tech trends for boutique hotels.
7. Compliance & Safety
  • Ensure guest security, privacy, and safety protocols are followed.
  • Train staff on emergency procedures and service recovery techniques.
  • Maintain compliance with local hospitality regulations.
8. Personalized Services & Unique Offerings
  • Curate and promote luxury-style experiences such as private tours, exclusive events, and local artisan collaborations.
  • Foster relationships with returning guests to create a loyal customer base.
  • Innovate new ways to make the hotel experience unique and memorable.

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