Job Location:
Avani Lesotho Hotel & Casino
At Avani, we’re all about finding that perfect balance — between cool and kind, design and function, service and privacy. We’ve built our hotels and resorts around this philosophy: vibrant social spaces that vibe with the day, stylish rooms that simply work, and honest, locally inspired food. We embrace an upbeat service culture that genuinely respects the art of hospitality.
With a growing portfolio across Europe, the Middle East, Asia, Africa, and Australia, Avani is a brand on the move. If you take real pride in the little things — and believe that a warm welcome and a genuine smile make all the difference — you’ll fit right in here.
The Front Office Manager leads all front-of-house operations — reception, guest relations, concierge, and switchboard — to deliver a seamless, personalized, premium arrival-to-departure experience. This role sets the tone for the property's luxury service standards, drives team performance, manages room inventory and revenue in partnership with reservations, and acts as a key decision-maker for VIP handling, service recovery, and daily operational excellence.
- Manage the functioning of all departmental employees and facilities (Reception, Guest Service Night Audit etc)
- Develop and maintain a motivational working environment within the department
- Lead the team members’ performance appraisals.
- To coordinate work of other managers and supervisors in each section of Front Office to ensure highest guest and team satisfaction.
- To be in charge of the Front Office work schedule and leave planning.
- Hyper collaborate with other departments to maximise efficiency.
- To monitor Front Office inventory and order new/additional/replacement items when necessary
- Provide coaching and counselling, support and guidance to the team members as required.
- Work with various systems simultaneously (Opera PMS, Outlook, MessageBox, Avani App, Loyalty Systems, ReviewPro, etc)
- Take personal responsibility for maximizing quality levels of product and service, and guest satisfaction.
- Ensure that all Standard Operating Procedures are being adhered to, by training all staff and monitoring their performance. Continue to capture best current practice in new LSOPs relating to front office operation.
- Lead the upselling and cross selling of the department via FPG upselling programming.
- Monitor daily arrivals and action as appropriate for any VIP or special request. Liaise with housekeeping, room service, guest relations and any other department where necessary to complete the action.
- Ensure team member are up-to-date with current information and data of the hotel products and services including room types, rates, features and facilities, food and beverage outlets & promotions, spa and health club, and other services and facilities.
- Conduct regular room and floor inspections to ensure quality standards, complete necessary Engineering Job Order or housekeeping cleaning requests and monitor the results.
- Reservations.
- Resolve escalated guest complaints and service recovery situations with discretion, empathy, and decisive action.
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- Manage front office budget, payroll hours, and cost controls without compromising service quality.
- Ensure compliance with cash handling, credit, security, and emergency procedures.
- Lead the management morning briefing report on daily basis.
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