Front Office Duty Manager at Phoenix Recruitment

• Luxury Hotel & Spa in Cape Town is looking for a professional and guest-focused Front Office Duty Manager to join their Rooms Division team.
• Reporting to the Front of House Manager, the successful candidate will oversee daily front office operations, maintain exceptional guest-service standards and lead the team to ensure efficient service delivery.

Duties:

Front Office Operations & Guest Experience:

• Oversee front office operations during the assigned shift, including arrivals, departures and guest enquiries.
• Maintain a visible presence in the lobby and guest areas, particularly during peak periods.
• Ensure reception, lobby and entrance areas meet presentation and staffing standards.
• Resolve guest complaints and operational challenges promptly, taking ownership through to resolution.
• Coordinate communication between Front Office and other departments.
• Complete daily management checklists and provide thorough shift handovers.

​​​​​​​Team Leadership & Training:

• Brief, supervise and support the front office team.
• Set clear goals, monitor performance and provide constructive feedback.
• Address performance concerns according to company procedures.
• Identify training needs and coordinate service-standard training.
• Recommend improvements to policies, procedures and working practices.

​​​​​​​Financial Controls & Administration:

• Oversee cash-ups, floats, guest-account updates and reconciliations.
• Check and sign off shift cash-ups and ensure financial procedures are followed.
• Prepare and send before, during and after-stay reports to agents.
• Process guest-experience voucher enquiries, quotations and requests.
• Validate voucher redemptions and reconcile voucher and front office house accounts.
• Maintain appropriate guest-gifting and stationery stock levels.

​​​​​​​Safety & Responsible Operations:

• Follow emergency, evacuation, fire and security procedures.
• Identify and report health, safety and security risks.
• Support crisis management and respond calmly to unexpected situations.
• Reduce wastage without compromising guest-service standards.

​​​​​​​Requirements:

• A Diploma in Hotel Management.
• At least 3 years’ experience in a 5-star hotel, including 2 years in Front Office, or completion of the relevant hotel group’s management programme.
• Food and Beverage and Housekeeping supervisory experience.
• Working knowledge of Microsoft Outlook, Word and Excel.
• Experience using a property management system; Opera exposure would be advantageous.
• Strong written and spoken English.
• Professional presentation and a confident presence.
• Proven service-recovery, troubleshooting and conflict-resolution skills.
• Experience in crisis management and health and safety controls.
• Ability to take ownership, make sound decisions and resolve problems proactively.
• International work experience would be advantageous.
• Availability for flexible shifts, including nights, weekends and public holidays.

Closing Date: 30 Nov 2026