Front Office Manager

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Company Description
We are looking for a Front Office Manager to join the pre-opening of SLS The Red Sea. Ennismore, with its luxury brand SLS Hotels, is currently opening a magnificent project in the oasis that is The Red Sea. SLS The Red Sea is planned to open in 2025. This project is not for the faint at heart. At Ennismore, we are ambitious, and this project is a perfect example of that.

Job Description
We are seeking a dynamic and experienced Front Office Manager to join our team in Cape Town, South Africa. In this pivotal role, you will be responsible for overseeing the daily operations of our Front Office Department, ensuring exceptional guest experiences, and leading a team of dedicated professionals.

Customer Relations

• Develop close professional relationships with guests throughout their stay with the aim of gaining their loyalty.
• Anticipates guests needs and takes action to ensure a unique guest experience.
• Handles guest complaints, if they have not been dealt with by team members and provides a rapid solution.
• Present a professional, friendly, and efficient impression of the Hotel always.
• Ensure that all tasks relating to guest comfort, satisfaction and overall impression of the hotel are treated with utmost priority.
• Maintain a good working relationship with colleagues and create a team that works well together.
• Ensure that your team is developed to provide hospitable service to the standards laid down by the Standards Training Manual.
• Maintain vigilance regarding possible fraud, theft, and potential security risks.
• Have a full understanding of all systems and programs e.g., Tars, etc.
• Ensure communication procedures are effective and efficient on a day-to-day basis.
• This is a multi-skilled role incorporating both Front Office, Reservations, Revenue and Housekeeping duties in line with the business demands.
• Ensure the high standard of services provided for guests and attainment in all areas of the hotel for both qualitative and quantitative targets.
• Convey the hotel's image and atmosphere through exemplary attitude, warm and friendly welcome, and frequent presence in the field.
• Manage and motivate all teams to improve sales and the quality of services.
• Support the overall objectives of the business in terms of revenues, costs, and teamwork.
• Be a good example of the company dress code and appearance standards.

Team Management And Cross-departmental Responsibilities

• Ensure that your team is fully conversant with the facilities, services and special promotions offered by the hotel.
• Display a pro-active and innovative approach to skills development and standards enhancement with your team.
• Co-ordinate constructively with both the finance and night teams.
• Establish and maintain strict security procedures within your department.
• Actively develop positive and effective communication between the reception team and the housekeeping team.
• Conduct periodic inspections of all hotel areas to check cleaning standards.
• Ensure a high quality on the daily basis work (City Ledger, Check-in, Check-out, and other daily operations).

Qualifications

• Relevant experience in Hospitality Management or related field (Advantage).
• Minimum 3-5 years of experience in Front Office management within the hospitality industry.
• Proven track record of leadership and team management in a fast-paced environment.
• Advanced proficiency in Microsoft Office Suite and hotel management software.
• Strong financial experience in budgeting and revenue management.
• Exceptional customer service skills with a focus on creating memorable guest experiences.
• Excellent problem-solving abilities and decisiveness in handling complex situations.
• Outstanding communication and interpersonal skills.
• In-depth understanding of hotel operations and guest service best practices.
• Ability to work flexible hours, including weekends and holidays.
• Strong attention to detail and excellent organizational skills.

• Mid-Senior level

• Full-time

• Other

• Hospitality