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Front Office Manager - SOUTH AFRICAN CITIZENS ONLY MUST KNOW HOW TO USE OPERA!! Location: KwaZulu Natal, Zululand District, Pongola Job Type: Permanent, Full-Time Industry: Travel, Leisure, Tourism and Hospitality Job Description The Front Office Manager is responsible for overseeing the day-to-day operations of the front office department within a hospitality or tourism establishment. This role ensures the delivery of excellent customer service, smooth guest reception, and efficient management of front desk activities. The Front Office Manager leads a team to provide a welcoming environment, manages guest enquiries and reservations, and coordinates with other departments to uphold the organisation’s service standards. Key Duties and Responsibilities Manage the front office team, including recruitment, training, scheduling, and performance management to ensure efficient operations and high standards of guest service. Oversee guest check-in and check-out procedures, ensuring accuracy and efficiency while maintaining a warm and professional approach. Handle guest enquiries, requests, and complaints promptly and effectively, aiming to resolve issues to the satisfaction of guests. Coordinate with housekeeping, maintenance, and other departments to ensure rooms are prepared and maintained to required standards. Monitor front office financial transactions, including billing, cash handling, and reconciliation, ensuring adherence to company policies and procedures. Maintain accurate guest records and reservation systems, ensuring data integrity and confidentiality at all times. Implement and uphold health and safety standards within the front office area, ensuring compliance with relevant legislation. Analyse front office performance metrics and prepare reports to inform management decisions and continuous improvement initiatives. Drive initiatives to enhance guest satisfaction and promote repeat business through excellent service delivery and attention to detail. Stay informed of industry trends and best practises to maintain competitive standards within the organisation. Required Qualifications National Senior Certificate or equivalent qualification. Relevant certification or diploma in Hospitality Management, Tourism, or related field is preferred. Education and Experience Minimum of three years’ experience in a supervisory or managerial role within the front office or guest services department of a hotel, resort, or tourism facility. Proven track record of managing teams and delivering exceptional customer service in the hospitality sector. Experience using property management systems and reservation software is advantageous. Knowledge and Skills Strong leadership and team management abilities with a focus on staff development. Excellent communication and interpersonal skills, able to engage effectively with guests and colleagues. Organised and detail-oriented with the ability to manage multiple priorities in a fast-paced environment. Sound knowledge of front office operations, guest service standards, and hospitality industry practises. Proficient in using computer software relevant to front office management, including Microsoft Office suite. Problem-solving skills with a calm and professional demeanour when handling challenging situations. Awareness of health and safety regulations applicable to the hospitality environment. Preferred Qualifications Advanced diploma or degree in Hospitality Management, Business Administration, or related discipline. Additional training or certification in customer service excellence or leadership development. Multilingual abilities, particularly in local languages spoken within KwaZulu Natal, are advantageous. MUST BE AN EXPERT IN OPERA Working Conditions The role requires working full-time hours, including weekends, public holidays, and occasional evenings, depending on business needs. The position is based on-site within the Pongola area of KwaZulu Natal, with a requirement to be present at the establishment during operational hours. Work environment is primarily within an office and guest reception area but may include occasional visits to other parts of the property. The role may require standing for extended periods and managing multiple tasks simultaneously in a busy customer-facing environment. Live in role - 3 weeks on 1 week off
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