Front Office Manager at Helderberg Personnel
Helderberg Personnel
September 24, 2026
Full-time
On-site
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
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