At The Capital Hotels, we are redefining what hospitality feels like. Modern, meaningful and full of opportunity. We believe great service starts with great people and our team is the heart of everything we do.
Why work for us?
At The Capital, you will feel valued, trusted and empowered. We keep things real with no red tape, just doers who make things happen. We recognise talent quickly and promote based on values, not just titles. Here, hard work gets noticed, ideas matter and our people are our everything.
About the role
The Front Office Manager oversees all reception and guest services operations to deliver exceptional guest satisfaction, operational efficiency and revenue optimisation. You will make sure every guest interaction, from arrival to departure, is seamless, professional and aligned with brand standards, while driving business performance through customer engagement, lead conversion and sales support. You will lead, develop and manage the Front Office team, with support from the General Manager, Deputy General Manager or Rooms Division Manager.
What you'll do:
- Lead front office operations and guest service excellence, overseeing reception and guest services, handling guest complaints promptly with full follow-up, and maintaining telephone and reception standards
- Drive revenue and business development by reviewing daily sales performance, contacting new and existing customers daily, following up leads, arranging site inspections and securing bookings
- Maintain reporting, systems and operational accuracy, including daily arrivals and revenue reports, pit checks every shift, accurate in-house accounts and correct use of hotel systems such as Protel
- Keep strict financial control and compliance by overseeing cash-ups, banking, floats and reconciliations, foreign exchange procedures, billing, and authorised discounts, refunds and paid outs
- Manage the guest journey from arrivals to departures, including VIP reception, registration and ID checks, room allocation, settled accounts and captured guest feedback
- Lead and develop the team through weekly on-the-job training, quarterly appraisals, monthly rosters and daily and monthly meetings, and cover duty management shifts as required
- Uphold safety, security and emergency procedures across the department
Minimum requirements - please apply only if you meet all of these:
- Matric (Grade 12) is required
- Hands-on experience in hotel guest services, reception or a front desk environment
- Experience using Protel or a similar hotel property management system
- Experience handling cash-ups, banking, floats and financial control procedures
- Strong administrative and reporting ability, with computer literacy in hotel systems and MS Office
- Understanding of hotel operations, reservations and the guest cycle
- Willingness to work shifts, weekends, public holidays and duty management shifts
Advantageous:
- Hotel Management qualification or similar
- 1 to 2 years supervisory or managerial experience in Front Office or Rooms Division
- Understanding of revenue management and sales conversion
Applications are screened against the minimum requirements above. Please note that relocation costs will be for your own expense should your application be successful and you reside outside of the city where the Hotel is located.
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