Front Office Manager

SUMMARY:
A seamless guest experience starts with a Front Office Manager who inspires the team, connects with guests and brings every detail together.
At The President Hotel, we’re looking for a hands-on, guest-focused Front Office Manager to lead our Front Office operation. Reporting to the Director of Front Office, you’ll maintain exceptional service standards, develop the team and maximise revenue while managing departmental costs.
As we continue our journey toward considered luxury, we need a manager who is visible in the lobby, welcomes guests and builds meaningful connections. You’ll work closely with the Guest Experience Manager and other departments to deliver a seamless stay within our busy 349-room hotel.

POSITION INFO:
Minimum Requirements Proven Front Office leadership experience, with strong employee-management and team-development abilities. Strong working knowledge of OPERA PMS, Front Office systems and related interfaces. Excellent guest relations, complaint-handling, conflict-resolution and service-recovery skills. Sound understanding of Front Office financial controls, billing, banking and account reconciliation. Ability to maximise revenue through upselling hotel facilities and outlets while maintaining cost control. Experience coaching employees, delivering training and managing performance. Strong communication, organisational, time-management and decision-making skills. Ability to maintain high standards within a fast-paced hotel environment. A visible, hands-on leadership approach and confidence engaging with guests. Professional presentation and a collaborative approach to working across departments. What You'll Be Doing Leading daily Front Office operations and ensuring swift, professional and friendly check-ins and check-outs. Spending time in the lobby welcoming guests, building relationships and anticipating their needs. Supporting the Guest Experience Manager with continuous improvement of the overall guest experience. Reviewing departmental procedures and service standards, identifying opportunities to improve productivity through new ideas and technology within approved budgets. Ensuring OPERA PMS and related interfaces operate effectively, with accurate guest profiles and information. Driving loyalty programme standards, guest benefits, daily reporting and enrolment performance. Checking daily direct-billing documentation before submission to Accounts and overseeing reception shift banking. Monitoring PM accounts daily, escalating unexplained charges and completing monthly BA bill-backs. Ensuring cashless procedures are followed and parking revenue is reconciled daily and reviewed against occupancy. Maximising upselling opportunities, controlling costs and reducing errors that cause revenue losses. Leading daily training and coaching, maintaining training records and submitting the following month's training calendar on time. Motivating employees, developing future leaders and completing return-to-work interviews following sick leave. Maintaining Front Office logbooks, shift reports and clear communication about groups, functions and guest requirements. Building relationships with agents and coordinating effectively with other hotel departments. Tracking agreed KPIs through weekly check-ins and monthly performance reviews with the Director of Front Office. Providing operational management support across the hotel when executive leadership and department heads are absent. Supporting projects and ensuring compliance with hotel policies, loyalty standards, fire, security and emergency procedures. Why Join The President Hotel Join Cape Town's Most Loved Hotel and be part of our journey toward luxury. Lead a guest-focused Front Office team while developing your operational and people-leadership skills alongside experienced hospitality professionals. We offer a competitive salary, company contributions toward benefits, additional company perks and an outstanding team culture where you can contribute, grow and feel part of the team.