Front Office Manager

SUMMARY:
The Front Office Manager is responsible for leading the Front Office department, ensuring the delivery of exceptional guest service from arrival to departure. This role oversees reception, reservations support, concierge services, and guest relations while ensuring operational efficiency, revenue optimisation, and compliance with company standards. The successful candidate must have a minimum of two years' hands-on experience using the Opera Property Management System (Opera PMS) and a proven ability to lead a front office team in a luxury hospitality environment.
 
Key Responsibilities
Front Office Operations

• Manage the day-to-day operations of the Front Office department.
• Ensure efficient check-in and check-out procedures.
• Maintain the highest standards of guest service and hospitality.
• Monitor room allocations and room availability.
• Ensure guest requests and special requirements are communicated and actioned.
• Resolve operational issues promptly and professionally.

• Welcome VIP guests and oversee special arrivals.
• Handle guest complaints and service recovery effectively.
• Ensure personalised guest experiences in line with the property's standards.
• Monitor guest satisfaction and implement service improvements.
• Build positive relationships with repeat and corporate guests.

• Manage daily Front Office operations using Opera PMS.
• Ensure accurate room status updates, guest profiles, rates, and billing.
• Monitor reservations, arrivals, departures, and room inventory.
• Produce daily operational and occupancy reports.
• Train and support staff in the effective use of Opera PMS.
• Ensure the integrity and accuracy of all Opera system data.

• Recruit, train, mentor, and supervise Front Office staff.
• Prepare duty rosters and manage staffing levels.
• Conduct performance evaluations and provide ongoing coaching.
• Promote a positive and service-focused team culture.
• Ensure staff comply with grooming, uniform, and service standards.

• Monitor daily room revenue and occupancy levels.
• Support revenue management strategies to maximise room sales.
• Ensure accurate billing, cash handling, and end-of-day balancing procedures.
• Assist in forecasting occupancy and staffing requirements.
• Minimise revenue leakage through accurate reservations and billing.

• Prepare daily, weekly, and monthly operational reports.
• Monitor departmental KPIs and service standards.
• Maintain accurate guest records and departmental documentation.
• Ensure compliance with company policies and operational procedures.
• Assist with budgeting and departmental planning.

• Ensure compliance with health, safety, and security procedures.
• Maintain confidentiality of guest information.
• Ensure Front Office operations comply with legal and company requirements.

POSITION INFO:
Minimum Requirements Grade 12 (Matric). Diploma or Degree in Hospitality Management, Tourism, or a related field (preferred). Minimum of 2 years' hands-on experience using Opera Property Management System (Opera PMS) (essential). Minimum of 3-5 years' experience in Front Office operations , including at least 1-2 years in a supervisory or management role within a hotel, lodge, or resort. Previous experience in a luxury hospitality environment is highly advantageous. Technical Skills Advanced proficiency in Opera PMS . Strong knowledge of Front Office operations and procedures. Understanding of reservations, room inventory, and revenue management. Experience with online travel agencies (OTAs) and channel management systems. Proficiency in Microsoft Office (Word, Excel, Outlook). Knowledge of hospitality point-of-sale and payment systems. Core Competencies Strong leadership and team management skills. Exceptional guest service and communication skills. Excellent organisational and time management abilities. High attention to detail and accuracy. Strong problem-solving and conflict-resolution skills. Financial awareness and ability to manage departmental budgets. Ability to work under pressure in a fast-paced environment. Professional presentation and conduct. Personal Attributes Friendly, approachable, and guest-focused. Positive attitude with a passion for hospitality. Calm and composed under pressure. Reliable, trustworthy, and highly organised. Flexible and adaptable to operational requirements. Strong commitment to service excellence and continuous improvement. Key Performance Indicators (KPIs) Guest satisfaction and online review scores. Check-in and check-out efficiency. Accuracy of Opera PMS records and guest profiles. Occupancy and room revenue performance. Front Office audit and cash handling accuracy. Team performance, training, and staff retention. Response time and resolution of guest complaints. Compliance with company policies and service standards. Working Conditions Based in a hotel, lodge, or resort Front Office environment. Requires shift work, including evenings, weekends, and public holidays. May require extended hours during peak occupancy periods. Requires prolonged standing, frequent interaction with guests, and the ability to work in a fast-paced hospitality environment.