Front Office Manager

7 days ago

Cape Town, South Africa Newmark Hotels Full time

**Job Advert Summary**:
The Front Office Manager is responsible for overseeing the daily operations of the front office department, ensuring exceptional guest service, effective staff management, and seamless communication across departments to maintain the highest standards of hospitality.

**Minimum Requirements**:

- Exceptional verbal and written communication skills in English.
- Strong understanding of budgeting, forecasting, and financial reporting.
- Excellent attention to detail and organizational skills.
- Outstanding customer service orientation and problem-solving ability.
- Ability to work under pressure, multitask, and meet deadlines.
- Demonstrated integrity and commitment to acting in the company’s best interests.
- Team-oriented with the ability to lead, motivate, and inspire others.
- Self-motivated and capable of working independently.
- Proficient in MS Office (Word, Excel) and hotel management software (Opera preferred).

**Duties and Responsibilities**:

- Ensure adherence to all company policies, standard operating procedures (SOPs), and service standards.
- Lead and manage front office operations, including reception, porters, and butler services.
- Maximize occupancy rates and average daily room rates (ADR) to optimize revenue.
- Foster and maintain strong relationships with guests to ensure a high level of satisfaction.
- Ensure the front office team delivers a consistently outstanding guest experience.
- Identify training needs and implement development plans for front office staff.
- Collaborate effectively with all departments to ensure smooth operations and guest satisfaction.
- Provide accurate and timely information to other departments to support operational planning.
- Prepare staff schedules and duty rosters to ensure adequate coverage and efficiency.
- Act as a visible and approachable ambassador of the hotel, engaging with both guests and staff.
- Address and resolve staff-related concerns promptly and professionally.
- Monitor, evaluate, and respond to guest feedback to improve service delivery.
- Complete and submit daily, weekly, and monthly reports as required.
- Conduct routine property and departmental inspections to ensure quality standards.
- Motivate, support, and coach team members to achieve departmental goals.
- Participate in the annual budgeting process and manage departmental budgets effectively.
- Conduct performance evaluations for front office team members.
- Plan and coordinate leave schedules to ensure consistent operational coverage.
- Perform additional tasks as required by management.

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