Job Title: Hospitality Operations Manager
Key Responsibilities:
We are seeking a highly skilled and experienced Hospitality Operations Manager to lead our front office team. The successful candidate will be responsible for delivering exceptional customer service, managing daily operations, and ensuring the highest standards of hospitality.
* Provide warm and professional experiences for guests.
* Deliver top-quality customer service at all times.
* Handle guest queries or complaints professionally.
* Maintain strong internal communication and promote good customer relations within the team.
* Oversee daily front office operations, ensuring accuracy in administrative tasks, reports, and transactions.
* Ensure adherence to company policies on accounting, credit, cash handling, and key management.
* Stay informed on hotel services, packages, and promotions to support up-selling and revenue goals.
* Manage group reservations, debtor accounts, and ensure timely invoicing and payments.
* Lead, motivate, and train front office staff while maintaining high standards of appearance and hygiene.
Requirements:
To be considered for this role, you will need:
* Proven experience in a front office or guest-facing supervisory/management role within the hospitality sector.
* Excellent customer service skills with the ability to handle complaints in a professional and courteous manner.
* Strong organisational and administrative abilities with a keen eye for detail and accuracy.
* Good knowledge of hotel operations, including reservations, billing, and front desk systems.
* Effective communication and leadership skills to manage and motivate a team.
* Flexibility to work a variety of shifts while maintaining high standards under pressure.
* Understanding of hotel accounting procedures, including cash handling, credit policies, and debtor management.