Job Description

Job Summary
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We are seeking a dedicated and experienced
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Front Office Manager
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to lead the front office team at a Luxury 5-star Hotel in the heart of Cape Town.
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Responsibilities:
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Manage the day-to-day operations of the Front Office, including Reception, Concierge, and Guest Relations
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Ensure an exceptional arrival and departure experience for all guests
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Maintain high service standards, guest satisfaction, and efficient departmental procedures
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Lead, train, and motivate the front office team, fostering a culture of excellence and service
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Handle guest feedback, special requests, and complaints professionally and promptly
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Manage departmental scheduling, budgeting, and reporting
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Collaborate with Housekeeping, Food & Beverage, Reservations, and Sales to ensure seamless operations
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Oversee the implementation of hotel policies, procedures, and brand standards
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Monitor occupancy levels, assist with yield management, and support the Reservations team when needed
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Requirements:
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Minimum of 3-5 years' experience in a front office supervisory or management role within a luxury hotel
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Solid knowledge of front office systems (preferably Opera or similar PMS)
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Excellent leadership, communication, and interpersonal skills
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A hands-on, service-driven approach with strong problem-solving abilities
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Ability to work under pressure, multitask, and make sound decisions
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Passion for hospitality and delivering world-class guest service
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Hospitality qualification or relevant tertiary education is advantageous
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Must be willing to work shifts, weekends, and public holidays as required
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