Front Office Manager

SUMMARY:
Lead a team that makes every welcome count and every guest feel valued. The President Hotel in Bantry Bay, Cape Town, is seeking an experienced, hands-on Front Office Manager to lead our busy Front Office operation. Reporting to the Director of Rooms, you will develop the team, maintain exceptional service standards and maximise revenue while managing departmental costs across our 349-room hotel. As we continue our journey toward considered luxury, we need a manager who is visible in the lobby, enjoys conversations with guests and leads confidently from the floor. Working closely with the Guest Experience Manager and departmental leaders, you will help deliver a smooth, personalised stay from arrival to departure.

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. KEY RESPONSIBILITIES Lead daily Front Office operations and ensure swift, professional and friendly check-ins and check-outs. Spend time in the lobby welcoming guests, building relationships and anticipating their needs. Support the Guest Experience Manager with continuous improvement of the overall guest experience. Review departmental procedures and service standards, identifying opportunities to improve productivity through new ideas and technology within approved budgets. Ensure OPERA PMS and related interfaces operate effectively, with accurate guest profiles and information. Drive loyalty programme standards, guest benefits, daily reporting and enrolment performance. Check daily direct-billing documentation before submission to Accounts and oversee reception shift banking. Monitor PM accounts daily, escalate unexplained charges and complete monthly BA bill-backs. Ensure cashless procedures are followed and parking revenue is reconciled daily and reviewed against occupancy. Maximise upselling opportunities, control costs and reduce errors that cause revenue losses. Lead daily training and coaching, maintain training records and submit the following month's training calendar on time. Motivate employees, develop future leaders and complete return-to-work interviews following sick leave. Maintain Front Office logbooks, shift reports and clear communication about groups, functions and guest requirements. Build relationships with agents and coordinate effectively with other hotel departments. Track agreed KPIs through weekly check-ins and monthly performance reviews with the Director of Rooms. Provide operational management support across the hotel when executive leadership and department heads are absent. Support projects and ensure 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 and an outstanding team culture where you can contribute, grow and feel part of the team.