Front Office Manager

About the role

We are seeking a Front Office Manager to lead the front desk team at our hospitality establishment in Pongola, KwaZulu‑Natal. The role ensures smooth guest reception, high‑quality service, and effective coordination with other departments.

Key responsibilities

• Manage the front office team, including recruitment, training, scheduling and performance management.
• Oversee guest check‑in and check‑out procedures, ensuring accuracy and a warm, professional approach.
• Handle guest enquiries, requests and complaints promptly and effectively.
• Coordinate with housekeeping, maintenance and other departments to ensure rooms meet required standards.
• Monitor front office financial transactions, billing, cash handling and reconciliation.
• Maintain accurate guest records and reservation system data with strict confidentiality.
• Implement and uphold health and safety standards within the front office area.
• Analyse performance metrics and prepare reports to support continuous improvement.
• Drive initiatives to enhance guest satisfaction and promote repeat business.
• Stay informed of industry trends and best practices.

Required profile

• National Senior Certificate or equivalent; hospitality diploma or related certification preferred.
• Minimum three years of supervisory or managerial experience in a hotel, resort or tourism facility front office.
• Proven track record of leading teams and delivering exceptional customer service.
• Experience with property management and reservation software is advantageous.

Required skills

• Proficiency with Opera property management system (or similar PMS).