Front Office Shift Leader

SUMMARY:
Supervise and lead the reception team during assigned shifts, ensuring smooth front desk operations

POSITION INFO:

At The President Hotel, exceptional guest service and operational precision begin at the front desk. As the hotel continues its journey toward luxury, strong front office leadership on every shift is essential to maintaining service consistency, operational accuracy, and a seamless guest journey within a large, branded hotel environment.

We are seeking an experienced Hotel Front Office Shift Leader also known as a Senior Hotel Receptionist to support daily front office operations, lead the reception team on shift, and ensure high standards of guest service and compliance. This role requires hands-on OPERA PMS experience and proven front office experience within a branded hotel.

This position suits a confident, hotel-trained professional who understands structured front office operations, system-driven workflows, and leading teams in a high-volume hotel setting. OPERA PMS and branded hotel experience are essential for this role.

Minimum Requirements

• Matric Certificate (Grade 12)
• Hospitality qualification or diploma (advantageous)
• Minimum 3 to 4 years’ experience in a hotel front office
• Proven hands-on experience using OPERA PMS
• Experience working within a 4 or 5-star branded hotel environment
• Supervisory or shift-leading experience within Front Office (essential)
• Strong computer literacy, including OPERA PMS and Microsoft Office
• Ability to work shifts, weekends, and public holidays
• Professional grooming and presentation standards
• CV must be fully updated prior to submission

Key Responsibilities

Front Office Operations & Shift Leadership

• Lead and supervise the Front Office team during assigned shifts
• Ensure smooth check-in and check-out processes using OPERA PMS
• Maintain service standards, operational accuracy, and brand compliance
• Act as the first escalation point for guest queries and service recovery

Guest Service & Experience

• Deliver professional, warm, and consistent guest engagement
• Manage VIP arrivals, special requests, and guest preferences
• Handle guest feedback and complaints promptly and professionally
• Ensure a visible and confident leadership presence at the front desk

Daily Operations & Controls

• Manage shift handovers, task allocation, and daily briefings
• Review arrivals, departures, room status, credit limits, and trace reports
• Ensure billing accuracy, cashier controls, and end-of-shift procedures
• Liaise closely with Housekeeping and other departments on room readiness

Team Support & Development

• Support training and coaching of reception team members
• Monitor performance and address service or operational gaps
• Foster a professional, accountable, and team-focused work environment

Compliance & Administration

• Ensure adherence to hotel SOPs, financial controls, and data accuracy
• Maintain accurate documentation, reports, and handover notes
• Support audits, reports, and operational checks as required

Key Skills & Attributes

• Hotel-trained front office leader with strong operational awareness
• Confident, professional communication style
• High attention to detail and administrative accuracy
• Calm, organised, and solutions-driven under pressure
• Strong leadership and team coordination skills
• Guest-focused with a structured, service-driven approach

Why Work With Us

• Be part of a hotel committed to sincere, memorable hospitality
• Work within a professional, high-volume Front Office operation
• Opportunity to grow within a luxury-focused hotel environment
• Exposure to a diverse international guest profiles
• Competitive salary and employee benefits

Recruitment is aligned with the company’s Employment Equity Plan.