Front Office Manager (Western Cape, Wilderness)
ANEW Resort Wilderness is looking for a passionate Front Office Manager who understands that first impressions matter. This role is responsible for leading the front office team, creating memorable guest experiences, and ensuring smooth daily operations through strong leadership, attention to detail, and a service-driven mindset.
The successful candidate will be based at Western Cape, Wilderness.
Strategic Purpose
Lead ANEW Hotel’s front office operations to deliver exceptional guest experiences while optimizing revenue and maintaining operational excellence.
Key Responsibilities
Strategic Leadership
• Drive department performance
• Optimize revenue strategies
• Manage occupancy targets
• Direct team development
• Control budgets
• Monitor service standards
• Implement SOPs
• Coordinate operations
Financial Management
• Control department P&L
• Monitor revenue capture
• Manage credit policies
• Track occupancy rates
• Oversee night audit
• Maintain cost controls
• Analyse performance
Guest Experience
• Ensure service excellence
• Monitor guest satisfaction
• Handle escalations
• Maintain standards
• Oversee check-in/out
• Manage VIP services
• Direct guest relations
• Resolve issues
Team Development
• Lead front office staff
• Conduct training programs
• Manage performance
• Create schedules
• Monitor standards
• Provide coaching
• Build capabilities
• Foster team culture
Operational Excellence
• Oversee systems
• Maintain documentation
• Monitor compliance
• Direct interdepartmental coordination
• Implement procedures
• Ensure security
• Manage inventory
• Support audits
Required Skills
• Leadership expertise
• Financial acumen
• Opera PMS mastery
• Guest and customer service focus
• Team development
• Problem-solving and decision-making ability
• Communication skills
• Industry experience
• Reservations and booking management
• Time management and multitasking
• Health and safety compliance
• Sales and upselling skills
Performance Metrics
• Revenue targets
• Guest satisfaction
• Team performance
• Cost control
• Occupancy rates
• Service standards
• Audit compliance
• Staff development