Front Office Manager

SUMMARY:
Job Description
The Front Office Manager is responsible for overseeing the entire front office operation of a luxury 5-star game lodge, ensuring exceptional guest service and a seamless guest experience from pre-arrival through to departure. The successful candidate will manage reservations, reception, guest relations, front office administration and departmental staff while maintaining the lodge's luxury service standards.
The role requires a hands-on, professional individual with strong leadership, organisational and communication skills, excellent attention to detail and the ability to deliver personalised service to local and international guests.
Key Duties and Responsibilities

1. Front Office Operations

• Oversee the daily operations of the front office, reception and guest relations functions.
• Ensure professional, efficient and personalised guest check-in and check-out procedures.
• Maintain exceptional 5-star hospitality standards throughout the guest journey.
• Ensure all guest information, registration documents and billing details are accurate and up to date.
• Manage room allocations, arrivals, departures, VIP guests and special requests.
• Ensure reception and guest areas are maintained to the highest standards.
• Monitor daily occupancy, room availability and room status reports.
• Ensure effective communication between front office, housekeeping, reservations, food and beverage and lodge management.

1. Guest Relations and Guest Experience

• Ensure guests receive a warm, personalised welcome and professional service throughout their stay.
• Build relationships with guests and anticipate their individual needs.
• Handle guest complaints, queries and special requests promptly and professionally.
• Resolve service issues and follow up to ensure guest satisfaction.
• Coordinate VIP arrivals, honeymooners, special occasions and personalised guest experiences.
• Monitor guest feedback, online reviews and guest satisfaction scores.
• Ensure all guest preferences and special requirements are communicated to the relevant departments.

1. Reservations and Revenue Management

• Oversee the reservations process and ensure bookings are handled accurately.
• Monitor room availability, occupancy levels, cancellations and no-shows.
• Work closely with the reservations team to maximise occupancy and revenue.
• Ensure rates, packages, promotions and booking conditions are applied correctly.
• Monitor booking channels, travel agents, tour operators and online travel agencies.
• Ensure deposits, payments, confirmations and cancellation policies are managed correctly.
• Identify opportunities to upsell room categories, lodge experiences and additional services.
• Prepare occupancy forecasts and assist management with revenue planning.

1. Staff Management and Training

• Supervise, motivate and manage front office and guest relations employees.
• Prepare staff duty rosters, manage leave and ensure adequate departmental coverage.
• Conduct staff briefings and departmental meetings.
• Train employees on luxury service standards, guest communication and front office procedures.
• Conduct performance appraisals and provide ongoing coaching and feedback.
• Address performance concerns in accordance with lodge policies and procedures.
• Ensure staff members understand their duties, responsibilities and reporting lines.
• Promote teamwork, accountability and professional conduct.

1. Administration and Financial Controls

• Oversee guest accounts, invoicing, billing and payment processing.
• Ensure accurate daily reconciliations and handovers between shifts.
• Monitor deposits, outstanding balances, refunds and account queries.
• Ensure correct handling of cash, card payments and guest charges.
• Review daily occupancy reports, revenue reports and departmental statistics.
• Ensure front office records and guest information are handled confidentially.
• Maintain effective filing systems and comply with lodge policies and financial controls.

1. Systems, Procedures and Compliance

• Ensure the effective use of the lodge's Property Management System (PMS) and reservations systems.
• Implement and maintain front office Standard Operating Procedures (SOPs).
• Ensure accurate handovers between shifts and departments.
• Maintain guest confidentiality and comply with applicable POPIA requirements.
• Ensure emergency procedures, guest safety protocols and incident reporting procedures are followed.
• Assist with internal audits and ensure front office documentation is maintained correctly.

1. Operational Coordination

• Attend daily management and operational meetings.
• Coordinate with housekeeping to ensure rooms are ready for arrivals.
• Liaise with safari guides and lodge management regarding guest activities, special requests and itineraries.
• Communicate dietary requirements, transfers, excursions and special arrangements to relevant departments.
• Assist management in identifying operational challenges and implementing improvements.
• Ensure the front office team contributes to a seamless, high-quality lodge experience.

POSITION INFO:
Minimum Qualifications and Experience A diploma or degree in Hospitality Management, Hotel Management or Tourism Management. Minimum of 3-5 years' experience in a front office or guest relations management role within a luxury hotel, 5-star lodge or boutique hospitality establishment. Previous experience in a luxury safari lodge or game lodge environment would be highly advantageous. Proven experience managing a front office team and overseeing daily operations. Strong knowledge of hotel reservations, room allocations, guest billing and front office administration. Experience working with a recognised Property Management System (PMS). Excellent knowledge of luxury hospitality service standards. Strong administrative, organisational and financial control skills.