Hotel Front Office Manager

SUMMARY:
Oversee the smooth running of all front office operations, ensuring service excellence and revenue

POSITION INFO:

The President Hotel is on a journey to be considered luxury.
Our purpose is simple yet powerful: to create and inspire memorable experiences.
Our vision: to become Cape Town's most loved hotel.

Set in the heart of Bantry Bay, between Cape Town's vibrant city life and the Atlantic Ocean, The President Hotel is renowned as the Mother City's most loved destination hotel. With 349 stylish rooms, apartments, and suites, breathtaking views, a palm-lined infinity pool, world-class restaurants, and state-of-the-art conference and event venues, The President offers an iconic working environment where excellence meets opportunity.

We're seeking a dynamic Front Office Manager to lead our front-of-house team in delivering exceptional guest experiences. Reporting to the Director of Front Office, the Front Office Manager will oversee the smooth running of all front office operations, ensuring service excellence, revenue growth, and the development of a motivated, guest-centric team.

This role requires an energetic leader who is as comfortable engaging with guests in the lobby as they are driving innovation and efficiency behind the scenes.

Key Responsibilities

Guest Engagement & Luxury Hosting - Be present in the lobby daily, welcoming guests, engaging in meaningful conversations, and setting the tone for exceptional service.
Operational Excellence - Ensure all front office systems (Opera PMS and related interfaces) are effectively maintained, with accurate guest data and smooth processes.
Revenue & Loyalty - Drive upselling opportunities, oversee loyalty programme standards, and ensure accurate reporting of enrolment and benefits.
Team Leadership & Training - Lead, motivate, and develop a high-performing front office team. Oversee daily training, maintain training calendars, and conduct return-to-work interviews when needed.
Collaboration & Communication - Ensure seamless communication between front office and other hotel departments, supporting overall operational success.
Financial Accuracy - Oversee daily banking, parking reconciliations, PM accounts, and bill backs, ensuring compliance with cashless processes and minimising revenue loss.
Guest Experience Support - Work alongside the Guest Experience Manager to continuously enhance the overall guest journey.
Crisis & Compliance - Be fully familiar with hotel policies, SOPs, fire, security, and emergency procedures, while ensuring compliance across the department.
Leadership Presence - Act as the operational lead for multiple departments in the absence of senior management.

Requirements

• Matric certificate (Grade 12); hospitality qualification or diploma advantageous
• Minimum 5 years' progressive experience in front office roles, with at least 2 years in Front Office Management
• Opera PMS experience essential
• Strong knowledge of hotel operations, loyalty programmes, and revenue management principles
• Proven track record in guest relations, conflict resolution, and team leadership
• Excellent interpersonal, communication, and decision-making skills
• Professional, confident, and guest-centric approach to luxury hospitality
• Must hold a valid South African ID

Key Competencies

Guest-Centric Leadership - Passionate about creating warm, memorable guest experiences.
Operational Precision - Detail-driven with strong organisational and workflow management skills.
Sales & Upselling Ability - Confident in driving revenue across rooms, outlets, and hotel services.
People Development - Skilled in coaching, motivating, and inspiring future leaders.
Adaptability & Judgment - Effective decision-making in a fast-paced, dynamic environment.

Package on Offer