Front Office Manager At Helderberg Personnel

KEY RESPONSIBILITIES





Supervising and controlling all Front of House areas in line with company standards, maximising revenue and profitability within agreed budgets

Ensuring adherence to Front Office SOPs, policies, procedures, operating controls, and service standards

Ensuring the Front Desk provides a professional, efficient, and welcoming service to all guests

Proactively anticipating guest needs and addressing concerns to ensure exceptional guest experiences

Receiving, resolving, and assisting with guest complaints and service recovery processes

Acting as Duty Manager when required and ensuring the smooth running of hotel operations in the absence of the General Manager

Assisting the General Manager with day-to-day hotel operations and providing operational support across departments

Monitoring departmental performance, identifying problem areas, and making recommendations to improve operational efficiency and profitability

Training, coaching, mentoring, supervising, and supporting Front Office staff and Heads of Department

Scheduling shifts and ensuring appropriate staffing levels to support operational requirements

Conducting and supporting staff performance reviews and assisting with relevant personnel and disciplinary processes

Assisting with the selection and recruitment of hotel staff

Ensuring accurate and timeous processing of guest charges and maintaining up-to-date guest accounts

Ensuring accurate and timeous completion and submission of daily, weekly, and monthly reports and administrative requirements

Preparing and submitting annual budgetary information as required

Monitoring industry trends and identifying opportunities for implementing improvements within the operation

Ensuring effective and timely communication of hotel policies, procedures, and operational requirements

Troubleshooting operational emergencies and liaising effectively with other departments to resolve issues

Ensuring regular on-the-job training and development is taking place to agreed standards

Supporting continuous improvement initiatives and maintaining the highest standards of professionalism and luxury guest service





CRITERIA





Post-matric Hotel School qualification is essential

Minimum 5 years' experience within a 5-star hotel environment

Proven experience in a senior Front Office, hotel operations, or management role within a luxury hospitality environment

Strong knowledge and understanding of hotel operating procedures, standards, and SOP implementation

Proficiency in Opera Cloud and MICROS

Proficiency in Microsoft Office, particularly Excel and Word

Strong leadership abilities with demonstrated experience in motivating, coaching, and developing teams

Excellent guest relations and service recovery skills

Strong communication, interpersonal, organisational, and multitasking abilities

Good numeracy skills with the ability to interpret operational reports and contribute towards profitability objectives

High level of English proficiency, both written and verbal

Strong problem-solving abilities with a proactive approach to operational challenges

High level of professionalism, attention to detail, and commitment to luxury service standards

Motivated, enthusiastic, energetic, and positive approach

Team player with the ability to work effectively under pressure

Computer literate

Willingness to work shifts, weekends, and public holidays as required