SUMMARY:
FRONT OFFICE MANAGER - MUST KNOW HOW TO USE OPERA VERY WELL

POSITION INFO:

Front Office Manager - SOUTH AFRICAN CITIZENS ONLY

MUST KNOW HOW TO USE OPERA!!

Location: KwaZulu Natal, Zululand District, Pongola

Job Type: Permanent, Full-Time

Industry: Travel, Leisure, Tourism and Hospitality

Job Description

The Front Office Manager is responsible for overseeing the day-to-day operations of the front office department within a hospitality or tourism establishment. This role ensures the delivery of excellent customer service, smooth guest reception, and efficient management of front desk activities. The Front Office Manager leads a team to provide a welcoming environment, manages guest enquiries and reservations, and coordinates with other departments to uphold the organisation’s service standards.

Key Duties and Responsibilities

• Manage the front office team, including recruitment, training, scheduling, and performance management to ensure efficient operations and high standards of guest service.
• Oversee guest check-in and check-out procedures, ensuring accuracy and efficiency while maintaining a warm and professional approach.
• Handle guest enquiries, requests, and complaints promptly and effectively, aiming to resolve issues to the satisfaction of guests.
• Coordinate with housekeeping, maintenance, and other departments to ensure rooms are prepared and maintained to required standards.
• Monitor front office financial transactions, including billing, cash handling, and reconciliation, ensuring adherence to company policies and procedures.
• Maintain accurate guest records and reservation systems, ensuring data integrity and confidentiality at all times.
• Implement and uphold health and safety standards within the front office area, ensuring compliance with relevant legislation.
• Analyse front office performance metrics and prepare reports to inform management decisions and continuous improvement initiatives.
• Drive initiatives to enhance guest satisfaction and promote repeat business through excellent service delivery and attention to detail.
• Stay informed of industry trends and best practises to maintain competitive standards within the organisation.

Required Qualifications

• National Senior Certificate or equivalent qualification.
• Relevant certification or diploma in Hospitality Management, Tourism, or related field is preferred.

Education and Experience

• Minimum of three years’ experience in a supervisory or managerial role within the front office or guest services department of a hotel, resort, or tourism facility.
• Proven track record of managing teams and delivering exceptional customer service in the hospitality sector.
• Experience using property management systems and reservation software is advantageous.

Knowledge and Skills

• Strong leadership and team management abilities with a focus on staff development.
• Excellent communication and interpersonal skills, able to engage effectively with guests and colleagues.
• Organised and detail-oriented with the ability to manage multiple priorities in a fast-paced environment.
• Sound knowledge of front office operations, guest service standards, and hospitality industry practises.
• Proficient in using computer software relevant to front office management, including Microsoft Office suite.
• Problem-solving skills with a calm and professional demeanour when handling challenging situations.
• Awareness of health and safety regulations applicable to the hospitality environment.

Preferred Qualifications

• Advanced diploma or degree in Hospitality Management, Business Administration, or related discipline.
• Additional training or certification in customer service excellence or leadership development.
• Multilingual abilities, particularly in local languages spoken within KwaZulu Natal, are advantageous.
• MUST BE AN EXPERT IN OPERA

Working Conditions

• The role requires working full-time hours, including weekends, public holidays, and occasional evenings, depending on business needs.
• The position is based on-site within the Pongola area of KwaZulu Natal, with a requirement to be present at the establishment during operational hours.
• Work environment is primarily within an office and guest reception area but may include occasional visits to other parts of the property.
• The role may require standing for extended periods and managing multiple tasks simultaneously in a busy customer-facing environment.
• Live in role - 3 weeks on 1 week off