Job Description

SALARY: MARKET RELATED WITH MEDICAL AID/PROVIDENT FUND
We are seeking an experienced and dynamic ROOMS DIVISON MANAGER to lead and elevate the guest-facing operations of a Luxury Hotel in Cape Town.
This senior leadership role is responsible for overseeing all front office functionsincluding Reception, Concierge, Guest Relations, and Reservationsensuring a seamless, personalized, and memorable guest experience that reflects the hotels standard of luxury.
Responsibilities:

• Provide strategic direction and leadership to all front office departments, ensuring smooth and efficient operations aligned with the hotels service standards.
• Lead, mentor, and develop a high-performing team, fostering a culture of excellence, professionalism, and service.
• Oversee guest check-ins, check-outs, and all related front desk procedures, ensuring a warm and efficient welcome and departure experience.
• Monitor guest satisfaction scores and implement continuous improvement strategies to enhance the overall guest journey.
• Ensure optimal staffing levels, scheduling, and resource allocation to maintain service quality at all times.
• Collaborate closely with Sales, Housekeeping, Food & Beverage, and Maintenance teams to deliver cohesive guest experiences.
• Handle VIP arrivals, special requests, and escalated guest concerns with discretion, care, and problem-solving efficiency.
• Oversee the accurate management of reservations, billing, and room inventory to maximize occupancy and revenue.
• Ensure full compliance with health and safety regulations, data privacy policies, and hotel operating procedures.
• Leverage technology and systems (e.g., Opera or similar PMS) to streamline operations and improve guest service delivery.

• Minimum 57 years of progressive front office leadership experience in a luxury hotel environment.
• Proven experience managing large teams and multiple guest service touchpoints.
• Strong understanding of front office systems, revenue management, and hotel operations.
• Exceptional leadership, communication, and interpersonal skills.
• Highly organized with excellent attention to detail and a guest-centric mindset.
• Proficient in PMS software (preferably Opera), Microsoft Office Suite, and digital guest experience tools.