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Job Summary
MAMA? Founded in 2008 by Serge Trigano and his sons Jérémie and Benjamin (co-founders of Club Med), Mama Shelter is a creator of living spaces and a daily director! These are atypical places, where everyone feels at home, places born of a blend of influences, freedoms, sensations and emotions. Each Mama tells the story of the city in which it is located, and all influences blend together. We offer our guests a joyful atmosphere and exceptional service at an affordable price. More than just rooms and restaurants, Mama Shelter is a dynamic, a vibe: they are true urban refuges, not only aesthetically pleasing and modern but also popular, welcoming and sexy. Whatever your role, we're all here to make the customer experience as unforgettable as possible. Our mission: to bring little moments of happiness to people. Our growth has enabled us to offer our teams great career paths through internal development and international mobility, and it's not a question of diplomas or years of experience. Mama Shelter is part of Ennismore, a creative hotel group rooted in cultures and destinations, with a global portfolio of brands. Ennismore is a joint venture with Accor, founded in 2021. ------------------------------ Our commitment to diversity and inclusion: Mama is an inclusive company, and our ambition is to recruit and promote diverse talent in line with BEE requirements. Only South African residents or valid work permit holders will be considered ??✨ ? THE MISSION You are Mama’s front-of-house mastermind ?? — the face, the energy, and the leader behind every first impression. As our Front Office Manager ; you don’t just manage a department — you set the tone for the entire guest experience. You lead from the front, drive performance, and create a space where your team shines and guests feel instantly at home ?✨ You balance leadership with vibe. Strategy with personality. Precision with fun. You own the Front Office, inspire your team, and ensure Mama runs smooth, stylish, and unforgettable ?? Here’s what you’ll be responsible for: ? Front Office Boss Take full ownership of the Front Office — driving smooth daily operations, structure, and consistency across all shifts ?✨ ? Guest Experience Visionary Define and elevate the guest journey. Ensure every interaction feels personal, seamless, and full of Mama magic ?? ?♀️ Team Leader & Culture Builder Lead; coach, and develop your team into confident, high-performing Mama stars. Build a culture of energy, accountability, and fun ?? ? Performance Driver Monitor KPIs, guest feedback, and operational results — and turn insights into action that elevates performance ?⚡ ? Collaboration Ninja Work hand-in-hand with all departments to deliver one connected, effortless guest experience across the hotel ?✨ ? Systems & Process Expert Own all Front Office systems (OPERA & more), ensuring efficiency, accuracy, and smart use of guest data ?? ? Quality & Detail Obsessed Set and maintain high standards — from billing accuracy to room allocation and service delivery ?✔️ ? Commercially Savvy Drive revenue through smart upselling, inventory management, and strong financial control ?? ? Mama Spaces Guardian Ensure all front-of-house areas are always looking fresh, functional, and full of Mama personality ✨? ? Problem Solver & Decision Maker Handle escalations with confidence and calm. You make decisions, own them, and turn challenges into wins ?? ? Continuous Improvement Driver Always looking ahead — improving systems, processes, and service to keep Mama evolving ?? Qualifications MADE FOR YOU… ONLY IF ✨ You have solid experience leading a Front Office team in hospitality ? You’re confident with systems like OPERA and understand Front Office operations inside out ? You’re a natural leader who inspires, motivates, and develops people ? You’re commercially aware and understand how operations impact the bottom line ? You thrive in a fast-paced, ever-changing environment ⚡ You lead with confidence, personality, and a guest-first mindset ✨ YOUR LITTLE EXTRAS ? Hospitality or Tourism qualification? Yes Please ? Pre-opening or lifestyle brand experience? Even better ?️✨ You’re proactive, detail-driven, and solutions-focused ?⚡ You bring energy, charisma, and that unmistakable Mama vibe ?? Additional Information Next; you know the tune ?: First melody: At Mama, we review every application with care — no shortcuts ? First verse: A chat with our People & Culture team to see if we vibe ? Chorus: Meet the gang — virtually or in person ?? Last verse: You’ll hear back from us within 2–3 weeks ✔️✖️
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